At GMS, we've been helping Canadians for more than 75 years to get the health and travel insurance they want and need. The same pioneering spirit that started our story is what drives us to do things differently today. Insurance, honestly, is our promise, and it's what we do at GMS. We care about our customers, our community and each other. As a non-profit organization, we're proud to reinvest our profits into the health of the communities we serve and that have supported us since 1949.
We want our employees to feel good about coming to work and being in a workplace that promotes flexibility, growth and a healthy work-life balance. If you'd like to be part of a team that truly takes care of our customers, our communities, and each other, this could be your chance.
Here's the role
As a Customer Service Representative (CSR), you are one of the primary contacts for our customers and partners. This position represents the GMS brand, values, insurance products and services, and creates an overall impression with our customers. This role is a key contributor to ensuring we're delivering exceptional customer experiences with every single interaction. In addition, this position plays a crucial role in making decisions that bind GMS to financial and contractual commitments, creating an overall financial commitment and impact for both GMS and the customer.
A CSR may focus their time in one of two areas:
1. Growth and Retention – the focus of this area is about strongly understanding the needs of the customer and ensuring opportunities and solutions are presented. This aligns with ensuring the overall retention and alignment of our customer base to the right insurance products and services. Motivation is driven by making or maintaining a sale.
2. Service – the focus of this area is about servicing and problem solving for existing customers who are well suited to the insurance products and services they are purchasing. Motivation is driven by quickly, accurately, and professionally finding a solution.
Position Responsibilities
- Maintain an in-depth knowledge of GMS health and travel insurance products, services, processes, and program information.
- Provide details about the coverage benefits, benefits paid and additional policy features in both individual and group insurance packages.
- Identify, research and resolve customer inquiries related to insurance claims across multiple mediums in a professional and timely manner.
- Process client's insurance coverage, determine the premium amounts and take payments.
- Promote and sell health insurance products using needs-based conversations and product knowledge.
- Ensure all necessary forms, medical questionaries and policy requirements are filled out correctly.
- Process administrative tasks across multiple product lines.
- Provide support for our partner and broker networks.
- Record and track customer information and interactions in our technology systems.
- Maintain knowledge of internal GMS departments including their processes and procedures, for supporting solutions and timely transfer of customer inquiries.
- Provide support to other areas across operations and participate on projects as requested.
Competencies
- Customer Focus: Ability to listen and understand key needs, motivations, and nonverbal expectations of customers, and provide solutions that address each customer's unique situation.
- Communication: Communicates clearly and concisely both in writing and verbal conversations; listens to others and responds accurately to meet the needs of the customer or client by accurately interpreting tone of voice and body language.
- Quality Orientation: Completes tasks with a high level of accuracy; routinely checks inputs, outputs, tasks, and processes to ensure they are error free.
EducationExperience
- 1 – 3 years prior experience in a call center, or customer service role.
- Prior experience in financial services or equivalent would be considered an asset.
- Strong familiarity and understanding of MS Office.
- Accident and Sickness licensing is required for CSR's on the GrowthRetention team.
Working Conditions
- Restricted to one area for extended periods of time.
- Pre-scheduled hours and break times, Wellness days with limited to no exceptions.
- Ability to work different work shifts between 7:00am – 6:00pm.
- Required to sit for extended periods of time.
When you become a GMSer, you can expect:
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Competitive salary and bonus opportunities.
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Personal and professional development initiatives.
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Social events, volunteer opportunities, and a whole lot of fun.
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Free coffee - yes, really! And if tea is more of your vibe, we've got that covered too!
Are we a fit?
If you think so, please apply by June 22, 2026. We'd love to reach out to everyone who applies, but we just don't have enough hands! If you're selected for an interview, we'll be in touch. If not, please consider us again in the future.
