Bilingual Client Services Assistant

The Client Services Assistant plays a key role in our Life Insurance Brokerage with supporting brokers, clients, and the insurance process from lead intake through policy issue and ongoing servicing. The expectation is that the Client Services Assistant will join the team and work towards their Life Insurance license, which the company will support.

Initially, unlicensed assistants focus on coordination and support. The role also provides coverage for assigned brokers during vacations. Once licensed, Assistants may write policies.

This is a remote role.

Unlicensed Responsibilities

• Coordinate life insurance cases from lead stage through policy issue and servicing
• Support client onboarding and guide clients through the application process
• Process policy changes (coverage adjustments, NS class, rating reconsiderations, beneficiary updates, cancellations, reinstatements, etc.) with required broker signoff;
• Update and maintain accurate client details (contact info, address, banking/PAD/CC, beneficiaries)
• Follow up on NSF payments and send payment/renewal reminders
• Make daily outbound calls to new leads for broker appointments (target: ~50 calls/day)
• Complete follow-up tasks and quote follow-ups assigned by brokers
• Track applications and policy deliveries; follow up on pending signatures
• Collect and manage PHI, medicals, APS, questionnaires, ID verification, and other underwriting requirements
• Schedule meetings with brokers regarding approvals, ratings, or declined cases
• Respond promptly to client inquiries and maintain clear communication
• Communicate with insurance company head offices on pending documentation, payments, and case status
• Maintain Salesforce accuracy, including the “Application Submitted” tab
• Keep Google Drive client files and documentation updated
• Support compliance needs, record accuracy, and file audits (including legacy files)
• Provide client support throughout lengthy underwriting processes
• Serve as scheduling point of contact for brokers and assist with the processing of outstanding items by gathering information and pushing the process forward
• Perform additional administrative or operational tasks as needed
• Provide appropriate service coverage for brokers during vacation periods

Licensed Responsibilities

• Assist with in-force client service tasks and claims (changes, acknowledgments, claims processing, insurer communication)
• Identify and flag insurability risks or major life events to the servicing broker
• Prepare and submit required documents (FNA, AORs, LIRDs) and assist with reapplications/repositioning
• Provide sales coverage for brokers during vacation periods
• Process policy changes (coverage adjustments, NS class, rating reconsiderations, beneficiary updates, cancellations, reinstatements, etc.)

Qualifications

• LLQP licence or working towards getting their LLQP is a plus
• Subject to the MGA credit score review; minimum credit criteria must be met
• Bilingual (French & English)
• Experience in life insurance, financial services, banking, client service, or high-volume environments is a plus
• Strong attention to detail and accuracy
• Proficient with Google Suite; Salesforce and insurance software experience preferred
• Experience working with life insurance claims is an asset

CULTURE FIT:

• Members first - we prioritize the interests and needs of our members above all else.We solve member pain points and focus on member satisfaction. We start with members, and end with the P&L.
• Growth mindset - we set ambitious goals and challenge the status quo. We take responsible risks and are accountable for our actions.
• Better together - we are One team with One common goal. We make our footprint bigger than our foot, leave our egos at the door, support each other to achieve great results as One company.
• Run after problems - we tackle problems head on and focus on finding solutions. Obstacles are seen as opportunities for growth and innovation. We have the hard conversations and choose the harder right over the easier wrong. And we do it with a smile.
• Measure Learn Iterate Innovate - we focus on getting things done. We measure what matters, iterate, learn, iterate many times in a data-driven way, which is how we will innovate.