Aon Advance Client Success Specialist

Aon Corporation•Vancouver, BC

4d•Hybrid

About The Position

Aon is in the business of better decisions. At Aon, we shape decisions for the better to protect and enrich the lives of people around the world. As an organization, we are united through trust as one inclusive team, and we are passionate about helping our colleagues and clients succeed. Being a member of an industry-leading team, you will help empower results for our clients by delivering innovative and effective solutions supporting the Commercial Risk division. Your role as a Client Success Specialist embodies our company’s culture as Aon United, where we work as one team and where everyone is made to feel included. We are a caring and motivated team. Our focus is making sure our internal and external clients, as well as prospective clients, are being provided the utmost excellent and precise service, along with inheriting excellent relationships and bonds as we work closely with them in providing knowledge, professionalism, and expertise. Finding a balance between personal growth and well-being is important to us. We provide our colleagues with empowering tools and training to build their skills and encourage them in growth opportunities.

Requirements

3+ years of Commercial insurance expertise or related field expertise is preferred
Must have and maintain appropriate insurance broker’s license.
High attention to detail and outstanding customer service.
Developed interpersonal and collaborative skills, with the ability to perform well as part of a team environment.
Proficiency with the MS Office suite.
Post-secondary education in an insurance-related field, or equivalent years of office experience is preferred.

Nice To Haves

Working towards CAIB, CRM or CIP is considered an asset.

Responsibilities

Direct constant contact with daily client contacts pertaining to Certificates/Invoicing (e.g. managing dedicated certificate inboxes, direct client contact regarding clarity in requests etc.).
Resolve complex inquiries associated with all aspects of Aon Client Services (ACS) service delivery for top-tier clients (e.g. output delivery, invoice inquiries, etc.);
Identify and retrieve relevant compliance documentation necessary to process renewals, invoices, and any other ACS results.
Perform vital activities to support sales & broking teams in initiating a renewal, processing an invoice, issuing auto IDs, issuing renewal and daily urgent certificates, initiating endorsements, and processing other client requests.
Facilitate critical issues for daily certificates with Document Production Team to maintain SLA’s and turnaround times.
Seek assistance from team members when confronted with unfamiliar or complex processing transactions.
Monitor and attend to requests via Polaris that require actions promptly.
Ensure the system of record (Xpress) is accurate and current to ensure output and client results will be produced according to guidelines and policy details.
Collaborate closely and be responsive to inquiries from outsourced providers to handle and ensure timeliness and quality of outputs.
Upload, index or attach documents in the Document Management System.
Perform pre-renewal account review with the sales and broking team to meet client expectations related to timelines and to ensure accuracy of results (certificates, invoices, endorsements, etc.).
Help colleagues troubleshoot and resolve basic client issues around ACS services.
With assistance from sales and broking, address, and complete special client projects.
Participate in internal renewal meetings where required.