About the job

About the CompanyZLC Employee Benefits Solutions (ZEBS) is a Vancouver-based employee benefits advisory firm with a long-standing reputation for thoughtful, client-first service. We partner with organizations to design, manage, and evolve employee benefits programs that are sustainable, competitive, and aligned with business goals.Our work sits at the intersection of strategy, service excellence, and long-term relationships. We value clarity over chaos, accountability over hand-holding, and smart, capable people who take ownership of their work. If you enjoy autonomy, collaboration, and doing work that genuinely helps clients make better decisions, you’ll fit in well here.

• What We OfferCompetitive base salary of $57,000 – $71,000, based on experience
• Opportunity to earn additional incentive compensation
• Hybrid work environment with flexibility and trust
• Collaborative, experienced team with strong internal support
• Professional development and ongoing learning opportunities
• A workplace culture that values accountability, clarity, and results (not micromanagement)
• Dog friendly work environment
• Annual corporate retreat to really cool local places with no work to be done.

How to Apply (Read This Carefully)We do things a little differently, on purpose.

1. To apply, please submit both:Your resume and
2. A cover letter that includes the words “Purple Monkeys.”

Why? Because attention to detail matters in this role, and we want to see how you communicate when no one is standing over your shoulder.

• In your cover letter, please also include:A brief example of how you manage your own workload, priorities, or deadlines without needing constant direction
• How you hold yourself accountable when things get busy or complex

Applications without a cover letter will not be considered.(No exceptions. Even very impressive resumes.)We promise this isn’t a trick — it’s simply a practical way for us to identify candidates who can self-manage, think ahead, and follow instructions… all essential skills for a Service Representative.

Full Job Description: Service Representative

About the RoleThe Service Representative is the primary day-to-day contact for an assigned block of clients within our Employee Benefits practice. This role ensures exceptional service delivery by responding to client inquiries, supporting renewals, preparing documentation, and coordinating with insurers and internal teams. The Service Representative plays a critical role in maintaining strong client relationships, ensuring accuracy in all benefits administration tasks, and contributing to an overall high-quality client experience

Key Responsibilities

• Client Service & Support (Primary Focus)Serve as the first point of contact for client inquiries related to benefits plans coverage details, claims issues, eligibility, and policy documents.
• Respond to client questions promptly, professionally, and accurately.
• Provide guidance to clients on insurer processes, plan management, and best practices.
• Maintain strong, positive relationships with clients and act as a trusted resource for plan administrators.

• Plan AdministrationReview insurer documentation for accuracy and completeness before releasing to clients.
• Track and follow up on outstanding administrative items to ensure timely resolution.
• Support new group implementations and mid-year plan amendments.
• Work closely with insurers to conduct plan administrator training.

• Renewals & ReportingAssist the Account Executive with annual renewals, including gathering data, preparing renewal template documents, and updating internal files.
• Generate standard reports (premium statements, census reports, claims summaries, etc.) as required.

• Insurer & Vendor CoordinationCollaborate with insurance carriers to resolve client issues, request information, and follow up on pending items.
• Ensure carrier changes, documentation, and updates are completed accurately and on time.
• Review carrier communications and proactively flag relevant updates to both clients and internal teams.

• Internal Collaboration & ComplianceWork closely with Advisors, Account Executives, and internal support teams to deliver seamless client service.
• Maintain accurate records in the CRM and document management systems.
• Follow compliance processes related to privacy, data security, and industry regulations.
• Participate in process improvements to enhance client experience and operational efficiency.

Qualifications

• Education & Experience3+ years of experience in group benefits, insurance administration, financial services, or related client-service roles.
• Knowledge of group benefits products and working with advisors or insurers is considered a strong asset.

• Skills & CompetenciesStrong communication skills (written and verbal), with the ability to translate complex information into clear language.
• High attention to detail with exceptional accuracy in data entry and documentation.
• Strong organizational and time-management skills; able to handle multiple client requests simultaneously.
• Customer-focused mindset with a calm, solution-oriented approach.
• Proficient with Microsoft Office (Excel, Word, Outlook) and CRM systems.

• Attributes for SuccessYou enjoy helping people and solving problems.
• You thrive in a fast-paced environment with shifting priorities.
• You understand that accuracy and follow-through directly impact client trust.
• You maintain professionalism while balancing urgency with thoroughness.
• You value teamwork, reliability, and accountability.

• Working ConditionsFull-time position, Monday–Friday.
• Hybrid work environment.
• Occasional deadlines during renewal periods may require increased focus and time management.

•        Client Relationship Management & UHNW Advisory: Manages high-net-worth and international client relationships, delivering tailored, trust-based advisory aligned with client goals, risk appetite, and investment horizon.

•        Portfolio & Wealth Management: Evaluates client financial positions and identifies opportunities across investments, deposits, and protection solutions to support holistic financial planning.

•        NRI Banking & Cross-Border Transactions: Handles NRI banking, forex transactions, remittances, and account management, with a focus on compliant and seamless international service delivery.

•        Regulatory Compliance & Risk Control: Applies KYC/AML frameworks and internal risk controls consistently across client onboarding, transactions, and portfolio reviews.

•        Business Development & Cross-Selling: Builds new client relationships through proactive prospecting, referrals, and networking, while expanding wallet share through cross-selling and upselling.

•        Financial Operations & Process Ownership: Owns end-to-end financial and offboarding processes, coordinating across teams to ensure accurate, timely, and audit-compliant closure.