Client Manager

The Client Manager at BBD provides service and support for internal and external clients. They are responsible for managing and retaining an assigned block of business while maintaining excellent service and positive relationships with all our advisors and clients. They mentor, coach and support the development of the Customer Success team.

Duties and Responsibilities

Achieve client success outcomes through a creative and innovative approach

• Manage and retain an assigned block of business in relation to plan design, cost containment initiatives and renewals
• Anticipate & recommend solutions and make decisions based on the needs of the client
• Gather and utilize client data to assist in identifying client-focused opportunities
• Educate and recommend products and services to enhance the total benefit solution

Build and Sustain Relationships

• Building and maintain the advisor and/or Plan Administrator relationship
• Thorough knowledge of the client life cycle to manage and retain a block of business
• Thorough knowledge of products, services, policies and procedures
• Work collaboratively with all BBD departments to strengthen advisor relationship
• Attend and participate in external meetings and presentations

Ability to effectively manage work

• Multitask, prioritize and manage workloads
• Adapt to changing needs of both internal and external clients
• Accountable for thorough understanding of BBD’s internal and client-facing technology
• Support and promote the use of BBD’s technologies for all clients

Passion for Customer Service

• Provide a friendly and professional approach in all forms of communication
• Manage confidential information
• Demonstrate commitment to BBD values by consistently meeting or exceeding client expectations
• Strive to meet or exceed Customer Success business goals
• Demonstrate patience to handle difficult customers courteously and professionally
• Mentor/coach BBD specialists using knowledge and ability to work with clients

Qualifications

• 2-4 years previous work experience or equivalent in a similar role such as insurance or group benefits or client services
• 1-2 years post-secondary in relevant field of study; training in customer service an asset
• Advanced industry and insurance knowledge - GBA Designation an asset
• Problem Solving and critical thinking skills
• Strong relationship builder, collaborator, and communicator
• Demonstrated ability to interpret and understand of complex contracts
• Computer proficiency in MS Office: Word, Excel, and databases
• Creative and innovative approach to problem solving with the ability to make decisions, being solutions oriented
• Flexibility to adapt to a changing environment

Working conditions

This full-time role is performed in an office-based environment which can be at a BBD work center or remote. Working with your manager, a schedule and location will be created based on BBD’s Flexible Work Policy. Physical requirements Minimal lifting, working from a seated position for extended periods of time and may include periods of telephone intensive work.

Direct reports

None in position description however role may mentor/coach other members of the team.

Benefits by Design (BBD), a Division of People Corporation, is a trusted provider of employee benefits solutions for small to medium-sized Canadian businesses. Serving over 4,500 companies and impacting more than 50,000 employees, we specialize in designing, implementing, and maintaining customized benefit plans.

Providing an inclusive, accessible environment, where all employees and clients feel valued, respected and supported is something we’re committed to. We are dedicated to building a workforce that reflects the diversity of the communities in which we live, and to creating an environment where every employee has the opportunity to reach their potential. If you require an accommodation or an alternative format of any posting please reach out to [email protected].

The base salary range for this position is $55,000 - $65,000 per annum. Details of the total compensation package will be shared during the interview process.