Client Support Specialist (Financial Services)

Location: Toronto, Ontario; hybrid work

Salary: CAD 43,000–63,000 per year, plus potential discretionary variable incentive based on individual and company performance.

Company

hirify.global provides membership, insurance, and financial services for customers in the US and Canada.

What you will do

• Handle phone inquiries from Members and Producers about membership, in-force customer matters, and current and legacy products.
• Provide end-to-end processing from initial contact through final resolution, including verbal disbursements and Producer contact requests.
• Support new and existing service representatives through side-by-side coaching and assistance with difficult callers.
• Complete monthly quality reviews and provide improvement feedback to Team Leaders.
• Own escalated customer complaints through investigation, coordination, and resolution.

Requirements

• Post-secondary certificate, diploma, or equivalent education and experience.
• Ability to handle escalations using root cause analysis, remediation, mitigation, and solution development.
• Knowledge of Service Centre quality processes and consistently strong performance against quality, average handle time, and average speed-to-answer standards.
• Professional customer service demeanor, rapport-building ability, and strong verbal and written communication skills.
• Strong mathematical aptitude for calculating values and premium amounts.
• Ability to work rotating shifts, including US and Canadian statutory holidays when required.

Nice to have

• LOMA ACS designation or FLMI.
• LOMA coursework and knowledge of life insurance, financial services, and related products.
• Completed training related to complaint handling, coaching, and quality assurance.

Culture & Benefits

• Full-time hybrid position within the Service Centre.
• Commitment to equal opportunity, inclusion, diversity, and equity.
• Accessible accommodations are available during the recruitment process.
• LOMA 281 and 291 must be completed within the first year, with ongoing LOMA development supported.