Service Support Associate (bilingual)

Canada Life; Ottawa; On-site; CAD 46,000 - 68,000; Full time

Benefits offered by this job

Career Development

Health Benefits

Volunteer Day

Pension Plan

Employee Discounts

Job summary

Canada Life in Ottawa is seeking a Service Support Associate to join the Client Service team. You will provide essential administrative and service support, coordinate with Plan Administrators, Advisors, clients, and internal partners to maintain employee benefits plans.

You will handle routine inquiries, updates, and enrollment materials, prepare presentations and client communications, and ensure accurate documentation.

Qualifications

• Bilingual in French and English required to serve clients in both languages.
• Strong customer service mindset with attention to detail.
• Proficient use of Microsoft Word, Excel, PowerPoint and Outlook.

Responsibilities

• Serve as liaison between clients, advisors, and internal departments to resolve inquiries.
• Handle routine client requests, updates, and claims-related inquiries.
• Assist in implementing and processing employee benefit plan changes.

Skills

Bilingual FR/EN

MS Office Proficiency

Customer Service

Attention to Detail

Time Management

Tools

MS Office Suite

Job description

Permanent Full Time

As a Service Support Associate, you will play an important role in supporting our Client Service team by delivering exceptional administrative and service support. In this role, you will work closely with Plan Administrators, Advisors, clients, and internal business partners to ensure the efficient administration and ongoing maintenance of employee benefits plans. Your strong customer service mindset, attention to detail, communication skills, and proficiency with Microsoft Office tools will contribute to an outstanding client experience.

What You Will Do

• Serve as a key liaison between clients, advisors, and internal head office departments to support timely resolution of inquiries and requests.
• Respond to routine client requests, including administrative updates, and claims-related inquiries.
• Assist in the implementation and processing of employee benefit plan changes and updates.
• Coordinate the ordering and distribution of employee booklets, contracts, enrolment materials, and other plan-related documents.
• Support the Client Service team in preparing presentations, reports, and client meeting materials.
• Prepare, edit, and maintain a variety of documents, including client correspondence, administration guides, census data requests, and other business communications.
• Provide administrative support that enhances the overall client experience and contributes to a high-performing Workplace Benefits team.
• Collaborate with colleagues and provide backup support across the team as required.

What You Will Bring

• Bilingualism (fluent in French and English) required, as the position will regularly serve our clients with English and French-speaking needs.
• A positive, adaptable attitude with a strong desire to learn, contribute, and continuously improve.
• Demonstrated commitment to delivering exceptional customer service.
• Advanced proficiency in Microsoft Office applications, including Word, Excel, PowerPoint, and Outlook.
• Excellent organizational and time-management skills, with the ability to manage competing priorities and meet deadlines.
• Strong attention to detail and a high degree of accuracy.
• Effective problem-solving and critical-thinking skills.
• Ability to work independently while also contributing positively to a collaborative team environment.
• Knowledge of the group benefits or insurance industry is considered an asset.
• Reliability Status Security Clearance – this can only be completed with candidates who receive an offer of employment. This is a personal security status that is required as a condition of employment before an employee can gain access to Protected B information, assets or work sites as outlined by the Government of Canada website. The cost of submitting these checks will be covered by Canada Life.

Why Join Us?

You will be part of a collaborative and client-focused team where your contributions directly impact the service experience of our clients and advisors. This is an excellent opportunity to develop your skills, grow your career, and contribute to a dynamic Workplace Benefits environment.

The base salary for this position is between $45,600 - $68,400 annually. This represents base salary only and does not represent other variable compensation components of our total compensation ( i.e. annual bonus, commission etc). If you are selected to move forward in our recruitment process, your recruiter will be able to discuss additional details of our total rewards program with you.

Career opportunities will be open a minimum of 5 business days from the date of posting, closing dates will vary depending on the search activity. All applications received will be reviewed on a rolling basis.

Grow with Canada Life

We’re united by a shared purpose: to improve the financial, physical and mental well-being of Canadians. Our company is trusted by 1 in 3 Canadians and contributes to the strength of communities across the country.

We’re looking for people who live our values everyday: we step up, we do the right thing, and we deliver – for our customers, communities and each other. Are you someone who always strives to do the right thing, who steps up for themselves and others, and who delivers with impact? Then we want to hear from you!

What we offer

• Career Development: Opportunities for career advancement, access to industry-leading learning programs and up to$2,000 annually towards education reimbursement.
• Health & Wellness:Flexible health and dental benefits, plus a $5,000 mental health benefit to support your well-being.
• Time Off:In addition to regular vacation and personal days, we support community involvement with a volunteer day.
• Financial Security:Company-matching pension plan,share ownership program and additionalinvestment options.
• Rewards and Recognition: Employee recognition programs, service milestone celebrations, employee discounts and more!
• Emphasis on Community: We provide a workplace where employees feel connected and supported through Employee Resource Groups (ERGs), mentorship programs, social clubs and events.

Learn more about Canada Life.

We’re committed to removing barriers and ensuring equal access to employment. Applicants requiring reasonable accommodation during the application process may contact [e-mail]. All information provided will be handled in accordance with applicable laws and Canada Life policies.

Canada Life would like to thank all applicants, however only those who qualify for an interview will be contacted.