Client Service Specialist

About the role

The Client Service Specialist plays a crucial role in the client lifecycle at Sterling Brokers. This role provides front line support and client care to new and existing clients with group benefits managed through Sterling Brokers. This role will provide both day-to-day support for inquiries and escalations, while also collaborating closely with partner teams in Account Management and Implementation. This role requires a strong affinity for customer success and client service to be successful.

This role is fully remote, and we're looking for candidates who thrive in a remote environment and are intentional about building strong relationships with their colleagues and team members virtually.

Please note that this is not a sales position. We're seeking candidates whose experience and qualifications align with the requirements outlined below.

What you'll do

Sterling is a rapidly growing and evolving business, but you can expect your day to involve the following projects and initiatives: 

• Providing a best-in-class service experience to the Sterling Brokers book of clients and plan members
• Supporting day-to-day inquiries and escalations from your clients and members
• Answering questions about benefit coverage, claims processes, registration, and insurance carrier rules
• Supporting escalations from clients and members to ensure a swift resolution
• Participating as an active member of our CSS Team which meets daily to ensure alignment on priorities and support any issues that arise day to day
• Contributing to cross-functional initiatives to innovate and improve our client journey, SCB products, and other improvement initiatives
• Other duties as assigned

Qualifications

• 3+ years of experience in the Group Benefits Industry is required (e.g. working with an insurance carrier, Third Party Administrator, in Human Resources, etc)
• 3+ years experience in Account Management, Client Services, or Customer Success
• LQP, GBA or CEBs designations are an asset
• Passionate about remote work and building relationships virtually
• Experience with MS Office Suite is required (particularly Excel)
• Comfort with a wide range of web applications (e.g. Salesforce, Zendesk, Monday.com)
• Ability to prioritize tasks efficiently
• Strong time management skills with an ability to hit deadlines as required
• Prefer fast-paced environments with the ability to learn and grow
• French Bilingual fluency is an asset

Compensation & Benefits

• $60,000 - $70,000 (CAD) base salary 
• Equity participation
• Comprehensive health and wellness benefits 
• Flexible Paid Time Off 
• Remote-first 
• Opportunities to grow with a high-performing, technology-enabled organization