Client Service Assistant (Life Insurance)

The Client Service Assistant plays a key role in supporting brokers, clients, and the insurance process from lead intake through policy issue and ongoing servicing. The role focuses on case coordination, documentation management, onboarding support, underwriting communication, and administrative assistance.
 

Responsibilities

• Coordinate life insurance cases from lead stage through policy issue and servicing in a remote working environment
• Support client onboarding and guide clients through the application process
• Process policy changes (coverage adjustments, NS class, rating reconsiderations, beneficiary updates, cancellations, reinstatements, etc.) with required broker signoff;
• Update and maintain accurate client details (contact info, address, banking/PAD/CC, beneficiaries)
• Follow up on NSF payments and send payment/renewal reminders
• Make daily outbound calls to new leads for broker appointments (target: ~50 calls/day)
• Complete follow-up tasks and quote follow-ups assigned by brokers
• Track applications and policy deliveries; follow up on pending signatures
• Collect and manage PHI, medicals, APS, questionnaires, ID verification, and other underwriting requirements
• Schedule meetings with brokers regarding approvals, ratings, or declined cases
• Respond promptly to client inquiries and maintain clear communication
• Communicate with insurance company head offices on pending documentation, payments, and case status
• Maintain Salesforce accuracy, including the “Application Submitted” tab
• Keep Google Drive client files and documentation updated
• Support compliance needs, record accuracy, and file audits (including legacy files)
• Provide client support throughout lengthy underwriting processes
• Serve as scheduling point of contact for brokers and assist with the processing of outstanding items by gathering information and pushing the process forward
• Perform additional administrative or operational tasks as needed
• Provide appropriate service coverage for brokers during vacation periods

Qualifications

• Experience in life insurance, financial services, banking, client service, or high-volume environments
• Strong attention to detail and accuracy
• Proficient with Google Suite; Salesforce and insurance software experience preferred
• Experience working with life insurance claims is an asset
• LLQP licence or working towards getting their LLQP a strong asset

CULTURE FIT:

• Members first - we prioritise the interests and needs of our members above all else.We solve member pain points and focus on member satisfaction. We start with members, and end with the P&L.
• Growth mindset  - we set ambitious goals and challenge the status quo. We take responsible risks and are accountable for our actions.
• Better together - we are One team with One common goal. We make our footprint bigger than our foot, leave our egos at the door, support each other to achieve great results as One company. 
• Run after problems - we tackle problems head on and focus on finding solutions. Obstacles are seen as opportunities for growth and innovation. We have the hard conversations and choose the harder right over the easier wrong. And we do it with a smile.
• Measure Learn Iterate Innovate - we focus on getting things done. We measure what matters, iterate, learn, iterate many times in a data-driven way, which is how we will innovate.

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