Client Care Specialist

Company Overview:

Westaim and CC Capital have joined forces to strategically transform Westaim from a holding company into a global alternative credit asset manager with a unique, integrated insurance platform, branded as The Westaim Corporation. This partnership supports a long-term vision to deliver innovative, customized financial solutions across alternative credit and insurance, creating scalable growth and meaningful client impact.

Ceres USA Holdings, LLC, part of the insurance platform within The Westaim Corporation strategy, is the parent company of Ceres Life Insurance—a fast-growing, technology-driven annuity carrier startup. Ceres is focused on redefining retirement security by combining modern fintech capabilities, top-tier talent, and strong vendor partnerships to deliver exceptional annuity solutions and digital experiences.

Ceres is deeply committed to a client-centered culture. Through its Digital Contact Center and advisor-facing platforms, the company delivers proactive, personalized, and technology-enabled support that empowers clients and advisors while maintaining the highest standards of trust, security, and regulatory compliance.

Position Summary: 

As the Client Care Specialist, you will work under the leadership of the Client Care & Contact Center Manager and Client Care Supervisor to manage and support both new issue and in service policies, provide customer support, and ensure the timely and accurate processing of client requests and policy documentation. 

You will serve as the first point of contact to clients and agents through multiple channels (phone, email, SMS, chat). This role will support service delivery and scaling of our client care operations.  

Key Responsibilities: 

• Serve as the first point of contact for all service requests, effectively managing complex cases, ensuring product document is in good order,
  and resolving client inquiries, with a deep understanding of insurance products and guidelines. 

• Manage high call volumes and respond promptly to both written and verbal inquiries, maintaining
  high levels of service, accuracy, and performance metrics. 

• Communicate clearly and professionally with customers, peers, and leadership across multiple channels (phone, email, chat), ensuring that all interactions are handled with care, urgency, and accuracy. 

• Provide personalized, high-touch service to high-priority clients and agents, addressing their unique concerns with tailored solutions and maintaining long-term client relationships.  

• Leverage product expertise to provide tailored support and guidance that aligns with each client’s specific needs. 

• Complete clear and concise documentation of all client interactions, service requests, and outcomes in the CCaaS system.  

• Educate clients on self-service tools, enhancing usage and reducing support inquiries through proactive client training on knowledge bases and automated systems. 

• Maintain a thorough understanding of internal systems, insurance products, and industry regulations. 

• Ensure full compliance with industry regulations, standards, legal requirements and policies and procedures specific to the insurance sector, including customer data protection, claims handling, and privacy laws. 

• Mitigate risks in real time, identify potential compliance or security issues swiftly, and escalate critical concerns to the Supervisor.  

• Collaborate cross-functionally with internal teams and vendor partners to escalate and resolve complex issues, ensuring smooth service delivery and client satisfaction. 

• Utilize advanced AI and automation tools and platforms to improve client interactions, streamline service delivery, and enhance overall operational efficiencies. Embrace and adopt new technological enhancements.  

Qualifications: 

• Minimum of 3 years of experience in a contact center or customer service role, with a focus on insurance products. 

• Proven experience working within an agency channel with primary focus on annuity products including in-depth knowledge of contract terms, payment structures, and applicable regulations. 

• Strong familiarity with annuity distribution options, tax implications, and handling contract modifications. 

• Proven experience in managing client interactions with care, resolving service issues effectively, and delivering value. 

• Experience and comfort utilizing contact center metrics, tools, and technologies (e.g., CRM, CCaaS, VoIP, etc.).
  Experience with Verisk (FAST) preferred.  

• Skilled in adopting new technologies, ensuring efficient use of digital tools to enhance daily operations and client interactions. 

• Exceptional problem-solving abilities and the ability to manage multiple priorities in a fast-paced setting. 

• Strong communication and interpersonal skills, with the ability to build relationships.  

• A client-center mentality with the ability to empathize with clients and agents and foster a service-oriented culture. 

• Associate's degree or equivalent required; a bachelor’s degree in communications, business, or a related field is preferred. 

Work Hours and Benefits: 

• Full-Time Permanent.  

• Competitive salary, health benefits, and retirement savings plan.  

• High-energy, collaborative start-up atmosphere with a focus on growth and innovation.

Why Join Us? 

This is an exciting opportunity to join a fast-growing insurance start-up, where you will contribute to operational excellence and help shape our success. If you are passionate about delivering exceptional client service, enabling clients to achieve their financial objectives, utilizing AI and digital tools, and growing your career in a dynamic environment, we encourage you to apply and be part of our journey.