Member Service Coordinator
CURIE (Canadian Universities Reciprocal Insurance Exchange) located in Burlington, Ontario delivers cost effective, and solutions based, commercial insurance and risk management services to its members; Canadian post-secondary institutions in 9 provinces across the country.
The ideal candidate is responsible for managing the day-to-day member experience, serving as the primary point of contact for Subscribers. While being central to maintaining strong relationships whether internal or external, ensuring seamless service delivery, facilitating communication across internal departments to resolve inquiries, and supporting member needs timely and efficiently. Providing a fluid member journey experience, this role supports cross departmental functions and contributes to the optimization of workflows and user engagement. This position directly reports to the Vice President, Information Technology, Cyber Products & Member Services.
Key Responsibilities
Member Engagement
- Act as the primary point of contact for member inquiries via phone and email correspondence, providing prompt and professional responses.
- Manage contact database in CRM solution, ensuring all contact information is accurate and updated timely.
- Deliver exceptional service to members and prospects. Identifying Subscribers needs and provide them with advice and guidance.
- Assist members with access to the vast amounts of CURIE resources and general documentation, while responding to various inquiries.
- Assist members with how-to training, access various member-facing solutions, and troubleshooting login support.
- Maintain, organize, and update member records in compliance with CURIE policies and regulatory requirements.
Relationship Management
- Monitor member inquiries and requests, providing support, resolutions, or escalating issues as appropriate and following up to ensure closure.
- Coordinating with internal departments, consultants and external vendors to research and resolve complex inquiries or issues from members and various stakeholders.
- Facilitate the flow of information between departments to ensure consistent, accurate service delivery and eliminate service gaps. Ensure all contacts updates are shared internally with leadership.
- Lead onboarding new members by coordinating with internal teams to ensure proper account setup and a smooth transition.
- Lead offboarding members by coordinating with internal teams to ensure proper account removal and disabling communications.
- Data entry, document organization and filing. Completing various ad-hoc tasks, reports, and supportive needs.
- Build and maintain strong, trust-based relationships with members to ensure long-term satisfaction.
Analytics, Reporting & Special Projects
- Creating and updating various educational materials, including on demand videos, how to manuals, and guideline bulletins.
- Support with hosting and managing webinars, seminars, and various onboarding sessions for new Subscribers and new contacts.
- Generate and review member service reports, identifying trends, recurring issues, and opportunities to improve processes.
- Provide feedback and recommendations to leadership to help refine service standards and departmental workflows.
- Manage CRM Solutions, creating new workflow processes, documentation instructions, and providing training to new employees.
- Create user-friendly training manuals, how-to videos and informational guidelines for Subscribers and staff, both internal and externally.
- Cross-functional support for various departments, and the ability to work under pressure and adhere to tight deadlines.
Education, Skills, & Experience
- Bachelor’s degree, diploma, or equivalent work experience.
- Minimum 3+ years in commercial insurance, customer/client services representative, or equivalent experience in the areas of customer service, customer care, account management, business development, or sales.
- Attentive, responsive and timely communication skills, possessing the ability to adapt and make lead small projects.
- Proficiency in Customer Relationship Management (CRM) tools such as HubSpot, Salesforce, Monday.com, etc.
- Strong organizational and documentation skills.
- Excellent interpersonal and communication skills to support CURIE’s subscribers and internal business operations, through active listening, emotional intelligence, and problem-solving capabilities.
- Good working knowledge of Microsoft 365 software applications (SharePoint, Teams, Outlook, Word, Excel, and PowerPoint).
Compensation
At CURIE, our collaborative, energetic culture is grounded in our guiding principles and our commitment to diversity, equity, inclusion, accessibility, growth and mobility. As an equal opportunity employer, we offer competitive compensation packages, robust benefits and professional growth opportunities aimed at helping to improve our employee’s lives and careers.
If this opportunity is right for you, please email your covering letter and resume. We would like to thank all applicants in advance for their interest, but only those selected for an interview will be contacted.
Benefits:
- Company events
- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Vision care
- Wellness program
Education:
- Bachelor's Degree (preferred)
Experience:
- commercial insurance/client services: 3 years (preferred)
Work Location: Hybrid remote in Burlington, ON L7L 6W6
