Group Benefits Service Associate

Wawanesa Insurance•Kitchener, ON

1d•CA$70,000 - CA$85,000•Hybrid

About The Position

We are seeking a dedicated Service Associate to provide direct support to our Regional Sales Manager as the primary point of contact for brokers, plan sponsors, education and enforcing Group Benefits administrative rules and guidelines across our service model. There would also be occasional special handling with members to resolve escalated issues. This role is designed to provide seamless, ongoing post-sale support that enhances client satisfaction, streamlines issue resolution, and strengthens trusting relationships between brokers and Wawanesa Life. By acting as a single, knowledgeable resource, you will ensure comprehensive and efficient communication between external stakeholders, underwriters, and internal departments across the Group Benefits organization.

Requirements

Post-secondary education in a related field.
Minimum of 5+ years’ experience in a service or support role related to group benefits, insurance, or account management.
In-depth understanding of Group insurance principles and benefit plans, including health, dental, Life and disability insurance.
Maintain a high level of knowledge of product offerings, contracts and administrative policies and practices.
Excellent communication and interpersonal skills, with the ability to communicate at the right level for the intended audience, including internal and external customers.
Demonstrates strong attention to detail, with the ability to identify key information, solve problems effectively, make sound decisions, and manage time and tasks efficiently.
Ability to work independently and in a team environment.
Candidates must be willing and able to travel throughout their assigned region and across multiple provinces, including occasional overnight stays, as required.
Strong Microsoft Office skills are required.

Nice To Haves

Bilingualism is an asset.

Responsibilities

Serve as the main liaison for brokers, plan sponsors, and occasionally members after the sale of a policy, overseeing and managing the administration of specific client Group Benefit plans according to established rules and guidelines, ensuring seamless and ongoing communication.
Provide comprehensive support to the sales team through all post-sale activities, including assistance with policy amendments and renewals.
Identifies process and documentation needs, assisting in their development and maintaining internal process manuals, decision documentation and administrative documents for plan administrators and business partners.
Building and maintaining strong client relationships through excellent service and Group Benefits expertise.
Review renewals, providing additional information to advisors where appropriate, supporting the negotiation to retain business.
Assist with generating detailed reports and analyzing data for internal and external stakeholders, supporting performance monitoring and informed decision-making.
Act as the central coordination point between external contacts and internal teams (such as underwriters, claims, and administration), ensuring that information is promptly and accurately transferred.
Coordinate and manage inquiries, issues or escalations by promptly assessing their urgency and ensuring that critical concerns are routed to the appropriate internal teams. This responsibility involves monitoring incoming client matters, determining priority based on impact and deadlines, and facilitating timely resolution while maintaining clear and consistent communication with stakeholders.
Collaborate closely with Regional Group Managers (RGMs) to streamline communication and support efficient post-sale processes.