Client Support Specialist (12-month Contract) (Life Insurance)

Location: Toronto, Ontario; hybrid work with rotating shifts within defined operating hours, including US and Canadian statutory holidays as required.

Salary: $40,500–$54,000 annual base salary. Eligible employees may participate in a discretionary variable incentive plan.

Company

hirify.global provides membership, insurance, and financial services products to customers and producers in the US and Canada.

What you will do

• Handle phone inquiries about membership, in-force customer matters, and current and legacy products for members and producers in the US and Canada.
• Provide end-to-end processing from initial contact through final resolution, including verbal disbursements and producer contact requests.
• Support new hires and existing representatives through side-by-side coaching, difficult-caller assistance, and identification of improvement opportunities.
• Complete five quality reviews per Service Centre Representative each month and provide feedback to Team Leaders.
• Handle escalated customer complaints from initial call through resolution, coordinating with internal departments and colleagues.

Requirements

• Completion of post-secondary education, including a college certificate, diploma, or equivalent education and experience.
• Proven ability to handle customer escalations, including root-cause analysis, remediation, mitigation activities, and solutions.
• Proven ability or knowledge of the existing Service Centre quality process.
• Above-average or higher performance against Service Centre standards for quality, average handle time, and average speed to answer.
• Acceptable absenteeism level according to Service Centre standards.
• Completed Lynda.com playlist related to effective complaint handling, coaching, and quality.
• Professional customer-service demeanor, ability to build rapport with customers and internal stakeholders, and an enthusiastic telephone presence.
• Strong verbal and written communication skills for communicating with internal and external customers.
• Ability to take ownership of results, share work experiences, and seek and accept personal accountability.
• Ability to work rotating shifts within defined operating hours, including US and Canadian statutory holidays as required.

Nice to have

• LOMA ACS designation or FLMI.
• Knowledge of life insurance, financial services, and financial products.
• Proficient mathematical aptitude for calculating various values and premium amounts.

Culture & Benefits

• Full-time employment under a 12-month contract.
• Commitment to inclusion, diversity, equity, and an accessible candidate experience.
• LOMA 281 and 291 must be completed within the first year, with ongoing LOMA development encouraged.
• Base salary varies according to job-related skills, experience, and education.