Client Services Representative
Job Summary
Olympia Benefits Inc. is looking for a friendly, dependable, and solution-focused Client Services Representative (CSR) to join our team in Calgary, AB.
As a CSR, you will be one of the primary points of contact for our clients and play an important role in creating a positive customer experience. You will support clients through phone and email, helping answer questions, resolve concerns, and guide them through their accounts and services.
We are looking for someone who takes ownership, has great attention to detail, communicates confidently and professionally, and is willing to take the extra step to find a solution. You should be comfortable asking questions, using your judgement, and working collaboratively with others while managing your own responsibilities.
This position offers training and opportunities for internal career growth. Post-secondary new graduates are welcome to apply.
Duties & Responsibilities
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Upholds the division and Olympia’s reputation and values, while promoting our motto “With Us, It’s Personal” in all interactions with employees, clients, and business associates.
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Answer all inbound client inquiries by phone and email in a timely, friendly, and professional manner.
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Make outbound calls as required, including client follow-ups, returning messages, new client onboarding, and special outreach projects.
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Resolve client questions and concerns related to benefits, claims, account set up and maintenance, online portal access, digital forms, self-service tools and general inquiries.
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Support a variety of client groups including plan members, employers, advisors, and business partners while delivering consistent and professional client experience.
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Maintain clear, accurate, and detailed notes of client interactions and account activity.
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Understanding privacy legislation, internal compliance protocols, and handling tax related inquiries.
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Maintain confidentiality and appropriately safeguard sensitive client and financial information.
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Identify recurring client questions, concerns, or trends and communicate them to leadership.
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Recommend opportunities to improve processes, procedures, and overall client experience.
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Participate in ongoing training, coaching, and professional development.
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Provide timely, professional and accurate services across phone and email.
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Take ownership of client requests and ensure follow-up is completed.
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Maintain strong attention to detail.
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Meet established client service performance standards and service levels.
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Maintain a high level of integrity and confidentiality when handling sensitive information.
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Flexible to perform a variety of tasks as required to support the team, business, and organizational priorities.
Competencies
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Connection: Builds long-term relationships by collaborating with clients and industry participants.
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Accountability: Is a trusted business partner who operates with transparency and integrity.
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Innovation: Leverages technology to continuously improve how we serve our customers.
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Adaptability: Adapts to changes and shifting priorities and is open to new ideas and responsibilities.
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Attention to Detail: Pays close attention to details to produce accurate work.
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Interpersonal Skills: Establishes professional working relationships, is flexible/adaptable, works well with others and solicits feedback.
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Job Knowledge: Understands facets of the job, is aware of duties and responsibilities, and keeps current with job knowledge.
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Productivity: Manages workload, works efficiently, and meets goals and objectives.
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Problem Solving: Understands what is causing a problem, finds solutions and knows when to escalate to leadership.
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Teamwork: Is accountable to the team, works to meet established deliverables, appreciates the views of team members, and is respectful.
Formal Education & Experience
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High school diploma is required.
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Post-secondary education in business, administration, customer service, or a related field considered an asset.
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One year of customer service or call centre experience is preferred; relevant post-secondary education may also be considered transferable.
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Experience in benefits, insurance, financial services, or related industry is considered an asset.
Specialized Skills & Knowledge
Team-Specific
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Strong verbal and written communication skills, with the ability to communicate professionally and clearly with clients and team members.
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Strong problem-solving, critical thinking, and sound judgement skills, including the ability to ask questions, assess client needs, and manage challenging interactions appropriately.
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Strong organizational skills, attention to detail, and adaptability, with the ability to manage multiple priorities while working independently and collaboratively in a fast-paced environment.
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Experience in utilizing CRM systems and workflows in a client services setting.
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Experience with customer service platforms such as HubSpot or similar CRM/Ticketing systems is considered an asset.
General
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Intermediate Microsoft Outlook, Word, Excel, and Teams skills.
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Comfortable learning and navigating new technology, internal databases, and client-facing online platforms.
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Experience using document management and collaboration tools such as SharePoint is considered an asset.
Role Details
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Reports to: Team Lead, Client Services
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Employment Type: Full-Time, On-site
Please note that employment is conditional upon the successful completion of a criminal background check and employment verification. Additional screening may be required depending on the role, and from time to time at Olympia’s sole discretion.
With Us, It’s Personal
