Team Lead, Billing Service Centre

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This role operates in English.

Our Client Services team aspires to create a seamless and personalized client experience. Our professional, agile and knowledgeable team works collaboratively to understand and anticipant the needs of our clients, helping our organization to grow. We foster open communication and think innovatively to find mutually beneficial solutions for our clients. The Team Lead, Billing Service Centre provides leadership for day-to-day operations within the Billing Service Centre and acts as a first point of contact for escalated client issues, ensuring that efficient and responsive service is provided in all client interactions. The role assists in the development of team members through formal coaching and mentoring, focusing on quality control, team efficiency and process improvement. This position is responsible for developing and providing training & leadership to all Individual Billing Representatives as well as Group Premium Administrators. The role also seeks to identify expense savings opportunities through the streamlining of processes, serving to enhance overall client experience.


What you’re responsible for:

  • Develop, implement, and coordinate training programs and coaching plans.

  • Maintain and ensure consistent application of established departmental procedures and manuals

  • Assist with the development of team goals and objectives, input into performance reviews, and with staff recognition programs.

  • Develop & implement training programs for all positions and functions within the Billing team.

  • Determine knowledge and performance gaps within the Billing Service Centre; develop training plans as required.

  • Document, resolve, or escalate customer feedback and complaints.

  • Interpret and resolve escalated premium, commission, billing, ASO/HSA, banking or accounting/administrative issues.

  • Work with external auditors and consultants to provide information related to taxes, commissions, premium due, premium uncollected etc.


What to expect:

  • You will be subject to a Criminal Record and Consumer History background check as a condition of employment, in the event you are the successful candidate.


To be successful:

  • You have an innovative mindset to improve operational efficiencies and ability to influence change, with a primary focus on client needs.  

  • You use critical thinking skills to recognize assumptions, evaluate arguments, draw conclusions and proactively propose solutions.

  • You have strong communication skills to clearly convey messages and explore diverse points of view. 

  • You build trusting relationships and provide guidance to support the development of colleagues.


To join our team:

  • Completion of post-secondary education in Business Administration or Accounting, with 3-5 years of related customers service experience.

  • Fellow, Life Management Institute (FLMI) designation preferred.

  • Certified Employee Benefit Specialist (CEBS) an asset.


What we offer:

  • Training and development opportunities to grow your career with one of Canada’s Best Employers. 

  • Flexible work options and paid time off to support your personal and family needs. 

  • A holistic approach to your well-being, with physical and mental health programs and a supportive workplace culture. 

  • Paid volunteer days to give back to your community. 

  • A comprehensive total rewards package, including competitive salary, bonus, pension and benefits.