• Manages implementation activities to ensure seamless onboarding of new specialty pharmacy clients. • Addresses incoming requests from the client. • Helps support needs from the Specialty Account Executive and the rest of the account management team. • Coordinates resolution of patient-specific needs by triaging issues across internal teams and external partners. • Supports financial assistance processes to help patients access therapy and reduce out-of-pocket costs. • Conducts claims reviews to identify trends, discrepancies, and opportunities for intervention. • Leads preparation and delivery of client business reviews to communicate performance and strategic alignment. • Delivers reporting and analytics to support client transparency, performance tracking, and decision-making. • Supports execution of value-based initiatives that align with client goals and improve patient outcomes. • Identifies strategic opportunities to expand client engagement and enhance service delivery. • Maintains accurate documentation of client interactions, issues, and resolutions in CRM systems. • Coordinates cross-functional efforts to ensure timely and accurate fulfillment of client requests.

Role Description As a Client Services Advisor, Group Insurance, you develop and maintain business relationships with members and clients. You provide customer service based on member/client needs. You help build and maintain business relationships with members and clients. You drive results by reviewing information requests for products and services and promote them based on client needs and your unit’s business objectives and strategies. You ensure member/client satisfaction and service quality in accordance with the organization’s standards and procedures. Interpersonal savvy is therefore essential. You will be required to work with a variety of clients who have their work benefits with Desjardins. The advisor will educate clients on their group policies, coverages, claims, beneficiaries and other day to day tasks. Policies include prescription drugs, vision, dental, extended health care, HSA, and travel insurance. - Establish an advisory relationship by identifying current and potential needs and supporting client retention. - Advise members and clients on specialized products and services and ensure member/client satisfaction. - Review client needs and compile and analyze data. Handle requests and follow up as needed. - Assist members and clients, listen to their needs and propose personalized solutions. - Help identify your unit’s operational risks and opportunities for improvement. - Stay on top of the latest standards, products and services in your field. Qualifications - College diploma in a related field. - A minimum of one year of relevant experience. - Strong communication skills in both French and English, both oral and written. - Action oriented, Customer Focus, Differences, Drive results, Interpersonal Savvy, Nimble learning. - Please note that other combinations of qualifications and relevant experience may be considered. Benefits - Competitive salary and annual bonus. - 4 weeks of flexible vacation starting in the first year. - Defined benefit pension plan that provides predictable, stable income throughout retirement. - Group insurance including telemedicine. - Reimbursement of health and wellness expenses and telework equipment. - Benefits apply based on eligibility criteria. Company Description At Desjardins, we believe in equity, diversity and inclusion. We're committed to welcoming, respecting and valuing people for who they are as individuals, learning from their differences, embracing their uniqueness, and providing a positive workplace for all. At Desjardins, we have zero tolerance for discrimination of any kind. We believe our teams should reflect the diversity of the members, clients and communities we serve. If there's something we can do to help make the recruitment process or the job you're applying for more accessible, let us know. We can provide accommodations at any stage in the recruitment process. Just ask!

• Act as the primary liaison between clients and production teams • Conduct and manage client calls and provide comprehensive new client administrator training • Maintain all client documentation • Stay updated on product releases • Collaborate with clients on product updates • Drive continuous improvement in service delivery • Coordinate Annual Enrollment activities • Participate in sales finalist meetings and assist the sales team • Identify trends and training needs

• Partner with Project Management and Production Planning team members daily to review capacity, team deliverables and performance • Provide direction on documentation of work requests, participating in discussions to define and assign work to appropriate resources • Review and analyze performance on client health scorecard weekly, reviewing risk areas with team members as needed • Act as client escalation point for service delivery concerns to provide oversight and drive delivery of key initiatives, ensuring all items are documented and addressed • Provide operational performance reports to client leadership team, identifying successes, risks and needs weekly • Conduct regular strategy meetings with Customer Success team to review client activity, needs and performance • Lead daily stand-up meetings with team members to communicate business initiatives and review deliverables such as open cases, file activity and other related client maintenance tasks • Manage team members by conducting regular 1:1s, reviewing work, processes and other team member needs in order to ensure successful execution of assigned tasks • Conduct new team member training and support overall learning paths for all team members, aligning resources as needed • Ensure team is executing against Annual Enrollment related activities and proactively engage the clients and internal teams as needed on open items • Participate in sales finalist meetings and partner with the sales team on prospect visits and scope of services presentations • Engage in ongoing educational opportunities on product releases, updates and system functionality.