We are seeking a talented individual to join our Customer Service team at Marsh as a Customer Service Analyst  (6 month contract). This role will be based in Montreal or Toronto. This is a hybrid role that has a requirement of working at least three days a week in the office.

 In this position, you will be required to provide administrative support for our licensed Client Service Representatives in our growing Commercial Programs and Affinity COE team. With the goal of offering exceptional customer service and surpassing client expectations, your primary responsibility will be to resolve our clients’ access issues to their Web portal in a professional and timely manner. You will also manage various administrative tasks to maximize organizational efficiency.

We will count on you to:

Provide technical Web support to our clients and resolve access, MFA issues live through inbound calls in addition to responding to email correspondence.

Escalate technical issues to our Tier II team as required, track progress and ensure resolution.

Manage inquiries in a professional and timely manner to support exceptional servicing and a high level of customer satisfaction.

Provide administrative support and undertake in general administrative duties for our Programs & Affinity COE team, including for specific projects as required.

Ensure timely, efficient and accurate production/processing of relevant documents (includes report preparation and sending documentation to appropriate parties).

Contribute to the achievement of our Service Level Agreements (SLAs), Key Performance Indicators (KPIs) and business objectives.

Manage and prioritize own workload to meet deadlines and quality targets.

Maintain confidentiality at all times, especially when dealing with sensitive information and internal policies.

Adhere to Company policies and performance standards.

What you need to have: 

High School Diploma or equivalent experience.

1-2 years’ work experience, with ideally 1 year previous technical and /or administrative work experience.

Client centric and professional, ability to manage client inquiries in a dynamic, fast paced environment.

Excellent organizational skills – able to prioritize work and meet deadlines.

Excellent interpersonal skills – able to work within a team.

 Comfortable and experienced working with technology

Proficient in Microsoft Office tools (or equivalent) – Outlook, Word and Excel.

 A focus on attention to detail and quality at all times.

Ability to read, analyze and interpret general business correspondence.

What makes you Stand out?

Previous call center experience

Quebec Residents: In accordance with Bill 96, candidates must demonstrate proficiency in both English and French, as this role requires effective communication with our bilingual clientele.

Bachelors degree

Why join our team:

We help you be your best through professional development opportunities, interesting work and supportive leaders.

We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities.

Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.

Marsh, a business of Marsh McLennan (NYSE: MMC), is the world’s top insurance broker and risk advisor. Marsh McLennan is a global leader in risk, strategy and people, advising clients in 130 countries across four businesses: Marsh, Guy Carpenter, Mercer and Oliver Wyman. With annual revenue of $24 billion and more than 90,000 colleagues, Marsh McLennan helps build the confidence to thrive through the power of perspective. For more information, visit marsh.com, or follow on LinkedIn and X.

Marsh McLennan is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law. In accordance with applicable legislation, Marsh McLennan will provide a reasonable accommodation to employees and prospective employees to the point of undue hardship upon request and as required in respect of the individual’s particular restrictions and limitations. If you require a specific accommodation because of a disability or medical need please contact reasonableaccommodations@mmc.com

Marsh McLennan is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh McLennan colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.