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Jobs at Cowan Insurance Group

Senior Service Consultant

Location: Ottawa, ON, Canada

Department: Client Partnerships

Type: Full Time

Min. Experience: Experienced

Job Summary:           

The successful candidate is responsible for providing superior client service for our Group Life and Health clients. They will be proactive in follow through providing support to the Consultant, Client Partnerships team as well as other departments as required including:

  • Manage inquiries and interfaces directly with policyholders;
  • Face-to-face meetings as needed and for relationship building with policyholders, employees, insurance carriers and internal employees;
  • Research and resolve complex claims problems with insurance carriers;
  • Determine and work towards resolution of any discrepancies found within contracts, booklets, processes, etc.;
  • Coordinate contract amendments for clients and check for Carrier accuracy;
  • Proof booklets and contracts for accuracy and ensure compliance with client’s requirements, legislation, collective agreements, etc.;
  • Prepare marketing packages; including benefit comparisons and change of carrier procedures;
  • Draft employee announcements related to change in carrier and deliver all relevant documents;
  • Assessment and report/presentation preparation for marketing quote results for client;
  • Coordinate carrier finalist presentations;
  • Ensure the smooth transition of benefits to new carriers ensuring any client risk and exposure is mitigated;
  • Maintain accurate and current records for all clients within CRM;
  • Respond thoroughly to all client inquiries (within 24 hour turnaround time) by researching and communicating with carriers, client’s and internal team members;
  • Document outcomes and results of all inquiries, schedule appointments, monitor email, voicemail, prepare letters, spreadsheets, maintain filing and perform other administrative duties as required;
  • Provides and coordinates support for Consultant as requested and in accordance with procedures and service agreements;
  • Attend internal meetings for process improvements, cross selling initiatives and best practice sharing;
  • Maintain knowledge of products and services available in the market;
  • Peer review work as required.


  • University Degree/College Diploma;
  • Minimum of 3-5 years’ experience in the Group Benefits industry;
  • GBA, CEBS designation preferred or working towards;
  • Excellent working knowledge of Microsoft Office, including Excel, Word, PowerPoint, and CRM;
  • Individual Agent License (LLQP) or willing to work towards;
  • Proficient in written/spoken French an asset.

We invite interested candidates submit their resume in confidence to human.resources@princetonholdings.com. While we appreciate the interest of all applicants, we will contact only those selected for interviews.  If you are an applicant with disabilities and require accommodations, please let us know at the time of our contact so that we may arrange for their provision. 

We are an Equal Opportunity Employer. Employee candidates will be selected strictly on the basis of an individual's technical qualifications, knowledge and experience, as they relate to the requirements of a particular position. Selections will be made without regard to: race, ancestry, place of origin, colour, ethnic origin, citizenship, creed (religion), sex, sexual orientation, handicaps (physical or mental), age, marital status, family status, or the receipt of public assistance or record of offences.

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