Senior Customer Service Analyst

Marsh Canada is seeking a Senior Client Service Representative for our Montreal or Toronto office.

As a Senior Client Service Representative – You will be the first point of contact for our prestigious clients within our various commercial insurance programs, responsible for managing their diverse servicing needs.

This is a hybrid role that requires being in the office at least 3 days a week.

We will count on you to:

Manage client requests and inquiries through various communication channels (telephony, centralized email in boxes etc.) in a prompt and professional manner.
Manage and process transactions including issuance of Auto ID Cards, Certificates of Insurance, Invoicing, accounting discrepancies, receivables, including sending documentation to appropriate parties.
Process new business / renewal applications and submissions accurately and in a timely manner, in accordance with carrier guidelines and our professional standards.
Work 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.
Analyze existing coverages, determine client specific needs, counsel client and recommend coverages accordingly, identify cross sell opportunities.
Manage claims reporting, collect and document details empathetically and professionally, submit to the carriers in a timely manner and in accordance with their standard processes.
Successfully contribute to the achievement of agreed upon Service Level Agreements (SLA), Key Performance Indicators (KPI) and business objectives.
Be 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.
Build and maintain strong working relationships with internal and external stakeholders.
Ensure exceptional client experience and service delivery
Take ownership of your personal development and professional growth, proactively enhancing your knowledge and skills.
What we’re looking for:

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:

Commercial insurance licenses in multiple provinces
Working towards CAIB or CIP / PAA (Quebec) considered an asset
Why join our team:

We help you be your best through professional development opportunities, interesting work and supportive leaders.
We foster 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.

Marsh, a business of Marsh McLennan (NYSE: MMC), is the world’s top insurance broker and risk advisor. Marsh McLennan is a global leader in risk, strategy and people, advising clients in 130 countries across four businesses: Marsh, Guy Carpenter, Mercer and Oliver Wyman. With annual revenue of $24 billion and more than 90,000 colleagues, Marsh McLennan helps build the confidence to thrive through the power of perspective. For more information, visit marsh.com, or follow on LinkedIn and X.

Marsh McLennan is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005, Marsh McLennan will provide a reasonable accommodation to employees and prospective employees to the point of undue hardship upon request and as required in respect of the individual’s particular restrictions and limitations. If you require a specific accommodation because of a disability or medical need, please contact reasonableaccommodations@mmc.com.

Marsh McLennan is 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 Marsh McLennan 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. Read more