Member Service Agent

With its expanding activities, AGA Benefit Solutions offers new employment prospects for professionals with high career aspirations. If you are seeking flexibility, freedom and challenges, this position is made for you!

Our firm is committed to its employees and welcomes all new candidates in a respectful manner consistent with an excellent work environment. Discover why working at AGA Benefit Solutions is so rewarding by visiting our Career page .

Your mandate will consist in:

Your mandate will be primarily taking customer service calls. You'll listen to customers and offer them the best possible solutions. Our service hours are from 8:30 a.m. to 8:00 p.m., Monday to Friday. You must be fully available to work across all shifts, including evening shifts until 8:00 PM, which are a requirement of the role and will be evenly distributed among all employees. Depending on operational needs, your weekly schedule may vary within the following time slots: 8:30 a.m. to 5:00 p.m., 9:00 a.m. to 5:30 p.m., 10:00 a.m. to 6:30 p.m., 10:30 a.m. to 7:00 p.m., or 11:30 a.m. to 8:00 p.m. Keep reading to discover the skills and qualifications needed to succeed at AGA!

Your main tasks will include:

• Ensure prompt, accurate, respectful and courteous customer service;
• Take calls from members, health care professionals, pharmacists, and hospitals, and all other calls concerning the coverage offered by their plan, the paid or denied claims, the status of their claim, and the limitations of their plan; answer questions about Life and Salary coverage, etc., and ensure that members receive a complete answer to their questions; return calls and do follow-up as needed, replacing the Administration Department to take messages when necessary;
• Accompany and support members in the use of our various tools (online member portal, insurer platforms, etc.) and promote those tools during calls;
• Respond to e-mail requests from members within 48 business hours;
• Process all stop payment requests when necessary for claim payment;
• Send all requests for correction (group/member) to the right sector or department, and relay all situations of non-compliance, all files processed in error (claims, member movements, errors in plan benefits, etc.);
• Assist colleagues in their learning by passing on acquired knowledge;
• Maintain a satisfactory level of knowledge to ensure accurate, high-quality service;
• As a frontline representative, recognize and seize opportunities to suggest ideas or initiatives to improve our services by listening to members’ comments/suggestions and passing them on to the right sector or department;
• Optimize your time by offering and providing support to different areas of AGA +PLUS on various tasks;
• Perform any other related duties requested by your immediate superior.

Qualifications required:

• Minimum 2 years of experience in call centres, customer service;
• Minimum 1 year of experience in group insurance (an asset);
• Experience in customer relations, ideally in a call center environment;
• Excellent command of written and spoken English and French (bilingualism is required because the administrative transactions to be processed are distributed in both languages and require detailed analysis and in-depth understanding of contractual administrative information for error-free enrolments and insurance changes)
• Good knowledge of Microsoft Office suite;
• Versatility, resourcefulness and autonomy;
• Judgment, integrity and honesty;
• Ability to protect confidential information.

*AGA welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

**At AGA, no artificial intelligence or automated systems are used to pre-screen, assess, or select applications. All applications are reviewed by our Employee Experience team . In addition, candidates who have participated in an interview will be notified of the hiring decision within a maximum of 45 days following their final interview . AGA is committed to maintaining a transparent, fair, and legally compliant recruitment process.