Client Service Associate, Life & Wealth

Business Line:Life & Wealth Management

Hours Per Week:35 (Full-Time)

Location: Toronto or Markham - Hybrid Setting (https://www.nfp.ca/about-nfp/find-an-office)

Job Duration: Full-Time, Permanent

About the Role

NFP’s Life and Wealth Management Division includes the key services of life insurance: living benefits, long term care coverage and wealth management. We are seeking a dedicated and detailed-oriented individual to join our team as a Client Service Associate to support the needs of our Life & Wealth Management division. In this role, you will be responsible for managing the ongoing service needs of our existing insurance policyholders. Your primary focus will be on providing exceptional customer service on the in-force request, ensuring policy accuracy, and addressing any client inquiries or concerns promptly and professionally. This role also includes client service-related functions including policy changes and ongoing stakeholder management between the advisor, carrier, and clients.

What You’ll be Doing

• Manage the ongoing administration of in force insurance policies, including policy change, updates, and maintenance tasks.
• Serve as the primary point of contact for existing policyholders, responding to inquiries via email or phone in a timely and courteous manner with the support of the advisors and carriers.
• Assist with disability annual increase opportunities by authenticating policy coverages and verifying contact information.
• Assist clients with any billing related issues or inquiries.
• Maintain accurate policy records and documentation by adhering to internal procedures and external carrier requirement when assisting with policy change request.
• Assist clients with claim process, including claim submissions, status updates, and coordination with relevant departments to ensure timely resolution.
• Ensure all client interactions and administrative tasks comply with industry regulations and company policies.
• Collaborate with carriers to address clients needs to resolve complex issues and ad-hoc requests.

What You Bring

• Typically, 2+ years of experience in the administration and servicing of individual insurance products (Life, disability, etc.), or experience working in medical office administration.
• Proficiency in Microsoft office and Excel.
• Ability to manage a high-volume workload in a fast-paced & demanding environment.
• Proficient in collaborative teamwork while also demonstrating strong independent work capabilities.
• Ability to think critically, problem-solve and develop solutions beyond the surface.
• High attention to detail.
• Excellent interpersonal, verbal, and written communication.
• Proven experience providing excellent client service predominantly through email communication.
• Sound knowledge of industry trends as well as insurance carrier products and services is a plus (i.e., RBC, Manulife, Canada Life, etc.).

Who We Are

NFP is a leading insurance brokerage that provides property and casualty, group benefits, retirement and individual solutions through our licensed subsidiaries and affiliates. We’re a 6x Best Places to Work award winner in Insurance, a 5-Star Brokerage award winner from Insurance Business Canada Magazine, and a recognized Elite Agency award winner. We enable client success through the expertise of over 1000 employees based in Canada and more than 6,900 employees with over 310 offices globally.

We’ve become one of the largest insurance brokerage, consulting and wealth management firms by building enduring relationships with our clients and helping them realize their goals. NFP is the 2nd largest retirement aggregator firm (Investment News), 5th largest benefits broker by global revenue (Business Insurance), 10th largest property and casualty agency (Insurance Journal), and 12th largest global insurance broker (Best’s Review).

Our expertise is matched by our commitment to each client’s goals and is enhanced by our investments in innovative technologies in the insurance brokerage and consulting space. To learn more, please visit https://nfp.ca/.

What’s In It For You

NFP’s PeopleFirst culture offers a multitude of benefits to employees and is a great place to call home.

• A hybrid environment approach that keeps the best interests of our staff and our clients in mind
• Annual bonus plan for all employees
• Matching RRSP plan of 5% of salary
• Referral Commission Plan
• Generous benefits plan including Health Care Spending Account starting on the first day of employment
• Full support for continuing education & internal opportunities to grow as an insurance professional to advance career
• Reimbursement of license fees and professional membership dues
• A global team of industry leaders focused on employee retention, client growth, industry innovation and collaboration

Our employees are the foundation of our success.

NFP is a big company — a growing, inclusive team of individuals supporting each other’s passions and engaging with the community.

Building a diverse, collaborative and innovative team requires leadership, deliberate action, and ongoing measurement. We actively support the well-being of our employees with benefits and programs driven by recognition, community, financial wellness tools, development and inclusion, fostering personal and professional growth that keeps us moving forward.

Beyond our office walls, we’re dedicated to serving the community around us. Every day we make proactive choices to take care of the communities in which we live and work. We contribute to different organizations, including CIBC Run for the Cure, Autism Speaks, KRG Children’s Charitable Foundation and many more. From charity drives and community service outings to other company-sponsored events, our employees donate their time and raise funds on behalf of great causes across the country.

Our business is built on the personal level. Whether it’s in our offices, on a call, out in the field or anywhere you can find us in the world, we’re starting the conversations that create a more secure future for everyone.

Accommodations are available on request for candidates taking part in all aspects of the selection process.