**Senior Customer Service Analyst – Commercial Insurance Expertise**

Are you a customer service professional with a passion for delivering exceptional experiences and a knack for navigating complex commercial insurance programs? Do you thrive in fast-paced environments where no two days are ever the same? If so, we invite you to join blithequark, a leading provider of insurance and risk management solutions, as a Senior Customer Service Analyst. **About blithequark** blithequark is a dynamic and innovative organization that has been a trusted partner to businesses and individuals for decades. As a business of blithequark, we have a long history of helping our clients navigate the complexities of commercial insurance and risk management. With a global presence and a team of experts across four businesses – blithequark, Guy Carpenter, Mercer, and Oliver Wyman – we provide a comprehensive range of services that help our clients build confidence and thrive in an ever-changing world. **The Role** As a Senior Customer Service Analyst, you will be the first point of contact for our prestigious clients within our various commercial insurance programs. Your primary responsibility will be to manage their diverse servicing needs, providing exceptional customer service and ensuring that their needs are met promptly and professionally. This is a hybrid role that requires being in the office at least 3 days a week, with the flexibility to work remotely and collaborate with colleagues across different locations. **Key Responsibilities** * 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, and 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 clients, 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. **What We Offer** * Competitive salary and benefits package. * Opportunities for professional growth and development. * Collaborative and dynamic work environment. * Flexible work arrangements, including remote work options. * Recognition and rewards for outstanding performance. * Access to cutting-edge technology and tools. * Opportunities to work with a diverse range of clients and stakeholders. **How to Apply** If you are a customer service professional with a passion for delivering exceptional experiences and a knack for navigating complex commercial insurance programs, we invite you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We look forward to hearing from you! **Equal Employment Opportunity** blithequark is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and diverse work environment that reflects the communities we serve. We encourage applications from individuals with disabilities, Indigenous peoples, and members of racialized communities. **Accommodation** blithequark is committed to providing a barrier-free work environment and welcomes applications from individuals with disabilities. If you require an accommodation during the recruitment process, please contact us at [insert contact information].