Senior Customer Service Analyst – Commercial Insurance Programs

At arenaflex, we're seeking a highly skilled and customer-focused Senior Customer Service Analyst to join our team in Montreal or Toronto. As a key member of our commercial insurance programs, you'll be the first point of contact for our prestigious clients, responsible for managing their diverse servicing needs. This is a hybrid role that requires being in the office at least 3 days a week, offering the perfect blend of in-person collaboration and remote work flexibility.

About arenaflex

arenaflex is a leading provider of insurance and risk management solutions, with a rich history of delivering exceptional service to our clients. As a business of Marsh McLennan, we're part of a global network of experts who help build the confidence to thrive through the power of perspective. With a strong commitment to diversity, inclusion, and flexibility, we're dedicated to creating a vibrant and inclusive culture where our colleagues can grow and thrive.

Your Role

As a Senior Customer Service Analyst, you'll play a critical role in delivering exceptional client experiences and service delivery. Your responsibilities will include:

• Managing client requests and inquiries through various communication channels (telephony, centralized email in boxes, etc.) in a prompt and professional manner.
• Managing and processing transactions, including issuance of Auto ID Cards, Certificates of Insurance, Invoicing, accounting discrepancies, receivables, and sending documentation to appropriate parties.
• Processing new business / renewal applications and submissions accurately and in a timely manner, in accordance with carrier guidelines and our professional standards.
• Working with colleagues across functions and our leadership team to identify and propose continuous improvement opportunities with the goal of streamlining processes, gaining efficiencies, and improving customer experience.
• Analyzing existing coverages, determining client-specific needs, counseling clients, and recommending coverages accordingly, identifying cross-sell opportunities.
• Managing claims reporting, collecting and documenting details empathetically and professionally, submitting to the carriers in a timely manner, and in accordance with their standard processes.
• Successfully contributing to the achievement of agreed-upon Service Level Agreements (SLA), Key Performance Indicators (KPI), and business objectives.
• Being agile and proactive, able to manage and prioritize multifunctional tasks, collaborate with colleagues in different programs when required to balance workload and meet our clients' business needs.
• Building and maintaining strong working relationships with internal and external stakeholders.
• Ensuring exceptional client experience and service delivery.
• Taking ownership of your personal development and professional growth, proactively enhancing your knowledge and skills.

What We're Looking For

To succeed in this role, you'll need:

• A college/university degree or equivalent work experience.
• RIBO license, Personal lines or Commercial Insurance Broker's license (AMF - Qc).
• 1-2 years' work experience in personal or commercial insurance or in the financial sector.
• Experience working in a Service Centre environment.
• Ability to work in a fast-paced Service Centre environment.
• Dedicated to providing exceptional customer service.
• Clear and concise oral and written communication skills.
• Excellent organizational skills, ability to prioritize work and meet deadlines.
• Excellent interpersonal skills – ability to work within a team and with multiple stakeholders.
• Proficient in Microsoft Office tools (or equivalent) – Outlook, Word, and Excel.
• Bilingual (clear and concise oral and written communication skills in both English and French).

What Makes You Stand Out

If you have:

• Commercial insurance licenses in multiple provinces.
• Working towards CAIB or CIP / PAA (Quebec) considered an asset.

Why Join Our Team

At arenaflex, we're committed to helping you be your best through:

• Professional development opportunities, interesting work, and supportive leaders.
• A vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients, and communities.
• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.

Our Work Environment

We're committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections, and professional development benefits of working together in the office. All arenaflex colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one "anchor day" per week on which their full team will be together in person.

Compensation, Perks, and Benefits

We offer a competitive compensation package, including:

• A comprehensive benefits program.
• Opportunities for professional development and growth.
• A dynamic and inclusive work environment.
• Flexible work arrangements.
• Recognition and rewards for outstanding performance.

How to Apply

If you're a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We can't wait to hear from you! Apply for this job