Job Summary

The Senior Customer Service Specialist (Bilingual) at The Canada Life Assurance Company is a sophisticated “Consultative & Account Management” role within the Group Customer team. Based in Québec City, this position requires the “wit” to interpret complex insurance contracts and the “grit” to act as a high-level liaison between clients, advisors, and head office. You aren’t just answering phones; you are managing the lifecycle of Group Life and Health benefit plans, from initial implementation to resolving intricate billing and claims issues for a dedicated portfolio of clients.

Job Details

Employer: The Canada Life Assurance Company (Part of Power Financial Corporation).
Location: Québec City, Quebec.
Status: Full-time (Base + Commission/Bonus structure).
Salary: $57,100 – $85,600 (Base only; variable compensation is additional).
Education: Post-secondary education or equivalent experience.
Travel: Valid driver’s license and vehicle required for regular client/advisor meetings.

Key Responsibilities: The “Benefit Plan Lifecycle”

You are the primary architect of the client experience, ensuring that benefits programs run smoothly for both employers and employees.

Plan Implementation: Manage the setup of Group Life and Health plans, including the preparation of new case and amendment applications.
Contract Interpretation: Review insurance contracts and employee booklets to provide expert-level interpretation of wording to clients and advisors.
Educational Leadership: Lead employee training sessions and meet regularly with advisors to discuss product updates and administrative procedures.
Technical Troubleshooting: Manage complex premium billing issues, including salary changes, employee additions/terminations, and online enrollment tool support.
Strategic Liaison: Act as the central point of contact between the field and head office/claims departments to solve high-priority customer blockers.
Project Management: Utilize delegation and follow-up skills to manage multiple tasks and changing priorities in a fast-paced environment.

Candidate Profile & Qualifications

The “Bilingual Expert”: Absolute fluency in English and French is mandatory to serve a diverse national and provincial clientele.
Analytical Wit: Strong decision-making and problem-solving skills, with a preference for candidates who have completed CEBS/GBA courses or the Group Health and Life primer.
Operational Grit: Highly adaptable and proactive, with the ability to work independently while managing a heavy load of administrative and consultative tasks.
Interpersonal Strength: Proven experience in high-level customer service with the ability to build trust with professional financial advisors.

Technical Insights: The Group Benefits Ecosystem

A Service Specialist at Canada Life operates at the intersection of finance, law, and human resources.

Adjudication & Claims Flow: You must understand how a claim moves from the employee’s submission through the claims office to final payment, identifying where “bottlenecks” typically occur.
Premium Billing Reconciliation: You will manage the “Premium Delta”—the difference between expected and actual payments caused by mid-month employee changes or wage adjustments.
GBA (Group Benefits Associate) Framework: Proficiency in the CEBS (Certified Employee Benefit Specialist) curriculum helps in understanding the regulatory environment of Canadian benefits.

Why Join Canada Life?

Canada Life serves over 13 million people and is a trusted leader in the Canadian financial landscape.

Total Rewards: A competitive base salary starting at $57.1K, supplemented by commissions and an annual bonus program.
Inclusive Culture: Work for an organization that champions diversity and provides reasonable accommodations to ensure all employees reach their potential.
Professional Pedigree: Gain experience within the Power Financial Corporation group, one of the most respected corporate families in Canada.
Well-being Focus: A workplace dedicated to the physical and mental well-being of its employees, with clear paths for career advancement.
Community Impact: Contribute to a shared purpose of improving the financial security and well-being of Canadians.

Job Description

Do you believe that a benefits plan is only as good as the service behind it? The Canada Life Assurance Company is seeking a Senior Customer Service Specialist. We aren’t looking for a “call center agent”; we are looking for a bilingual professional who has the “grit” to solve a complex billing discrepancy and the “wit” to explain intricate contract wording to a room full of corporate clients. If you have a passion for Group Life and Health products and a valid driver’s license, you belong on our team.

In this role, you are a “Client Success Partner.” You understand that when an advisor has a problem, they need a solution, not an excuse. Your goal is to provide “Excellence in Plan Administration,” ensuring every case is implemented correctly and every employee understands their coverage. We look for “Driven” individuals who are organized, analytical, and ready to thrive in a team-based environment.

Joining Canada Life means joining a legacy of trust and excellence. We offer the comprehensive rewards you seek and the inclusive environment you deserve. If you are a service professional with a commitment to “Interpretation and Solution-finding,” we invite you to apply and become part of our Québec City success story today.

The Canada Life Assurance Company

Company & Location

Founded in 1847 as Canada’s first domestic life insurance company, Canada Life is now a subsidiary of Great-West Lifeco. While headquartered in Winnipeg, it maintains a significant operational footprint in Québec City, primarily located at 1150 Rue de Claire-Fontaine. This regional office serves as a strategic hub for French-language services, underwriting, and wealth management, supporting the company’s 13 million customer relationships across the country. The Québec City presence is essential for navigating the province’s unique regulatory landscape while providing localized financial security and benefit solutions.

Culture

The culture is built on the core pillars of Integrity, Excellence, and Togetherness, with a mission to improve the financial, physical, and mental well-being of Canadians. Canada Life is recognized as a Top Employer for Young People, offering robust leadership development and rotation programs. The environment is highly inclusive, featuring active Employee Resource Groups and a “People-led” approach that supports flexible work arrangements. Employees are encouraged to be “Global Champions” through community volunteer grants and significant corporate matching, fostering a workplace dedicated to both professional growth and social impact.

To apply for this job please visit www.careers.canadalife.com.