Bilingual Broker Billing Specialist - Term

Wawanesa; Calgary; On-site; CAD 50,000 - 61,000; Full time

Benefits offered by this job

Annual bonus plan

Leave top-up programs

Generous vacation time

Premium-free benefits

Pension plan

Job summary

Wawanesa Mutual Insurance Company is seeking a bilingual Customer Service Associate to support brokers and policyholders on billing and payment inquiries in a hybrid Canada-wide role. This 6-month term position offers flexibility between in-office and remote work across multiple Canadian locations.

You will work with underwriting and remittance teams, use Guidewire and other tools, and strive for first call resolution while delivering excellent service. English and French fluency is required.

Qualifications

• Fully bilingual in French and English.
• At least 2 years relevant experience in customer service within a high-volume call center.
• Strong analytical and math skills for reviewing complex billing information.
• Excellent verbal and written communication with strong customer service focus.
• Skilled in problem-solving and managing difficult conversations.
• High attention to detail, clear communication, and effective questioning.
• Strong organizational and multitasking abilities.
• Collaborative team player; able to work scheduled shifts.
• Completion of a post-secondary program is an asset.
• Actively pursuing CIP is an asset.

Responsibilities

• Deliver exceptional customer service by responding to inbound inquiries and resolving billing issues.
• Collaborate with Underwriting and Remittance Processing to resolve requests and maintain relationships.
• Manage billing processes including payment plan changes and delinquencies.
• Support refund-related activities and payment reversals.
• Navigate multiple systems (Guidewire, JIRA, SharePoint, Genesys, MS Teams, Office) for first call resolution.
• Handle email inquiries within service levels and reprint notices as needed.

Skills

Bilingual French/English

Customer service

Analytical skills

Communication skills

Problem solving

Attention to detail

Organizational skills

Teamwork

Shift flexibility

Post-secondary education asset

Education

Post-secondary program

CIP (asset)

Tools

Guidewire PolicyCenter/BillingCenter

JIRA

SharePoint

Genesys Telephony

MS Teams

Microsoft Office Suite

Job description

Job ID:10269

Employment Type: Existing Role

Work Environment: We offer a hybrid work environment that offers flexibility to our employees in balancing in-office (2 days per week OR 15 hours per week in a Wawanesa office) and remote work. You may work from any of the following locations: Winnipeg, MB; Wawanesa, MB; Vancouver, BC; Calgary, AB; Edmonton, AB; Lethbridge, AB; Toronto (North York), ON; Kitchener, ON; Ottawa, ON; Montreal, QC; Moncton, NB; Dartmouth; NS.

Working Business Language: Bilingual in French and English. This role requires regular interaction with members and external stakeholders across Canada where the business languages utilized are both English and French. As such, the successful candidate must be fully proficient in English and French.

Salary: At Wawanesa, salary is only one component of a holistic, comprehensive and competitive offering that we provide to our employees. In addition to salary, full-time and part-time permanent employees are eligible for an annual bonus plan, leave of absence top‑up programs and provided with generous vacation time, personal days, premium free benefits and pension plan.

The salary offered for this role is determined with consideration to various factors, including but not limited to: your work location, local labour market conditions, external market salary data, internal pay equity and the knowledge, skills, experience and anticipated proficiency in the role. The salary offered is: $55,000.

About The Wawanesa Mutual Insurance Company Founded in 1896, The Wawanesa Mutual Insurance Company is one of Canada’s largest mutual insurers, 100% owned by its members, with more than $4.1 billion in annual revenue and $12.5 billion in assets. Headquartered in Winnipeg, Wawanesa is the parent company of Wawanesa Life, which provides life insurance solutions throughout Canada, and Western Financial Group, a leading national distributor of personal and business insurance. In March of 2026, Wawanesa entered into an agreement to acquire Everest Insurance Company of Canada to strengthen its commercial insurance capabilities and advance its long-term growth strategy.

Wawanesa proudly serves more than 1.8 million members and we are home to more than 3,000 employees across Canada. The company actively gives back to organizations that strengthen communities, donating more than $4 million annually to charitable organizations, including more than $2 million each year in support of people on the front lines of climate change. Learn more at wawanesa.com.

We are currently looking for dedicated, driven, and enthusiastic individuals who thrive in an environment that welcomes change and are looking for an opportunity for diverse experience and advancement on a growing team.

Job Overview

Under direct moderate supervision, this job contributes to Wawanesa’s success by acting as the primary point of contact for brokers and policy holders through Inbound Calls with billing and payment related inquiries.

This is a 6-month term position.

Job Responsibilities

• Deliver exceptional customer service by responding to inbound inquiries, investigating complex billing issues, and providing clear solutions to keep policies in good standing.
• Collaborate closely with internal departments—including Underwriting and Remittance Processing—to resolve requests, redirect out‑of‑scope items, and maintain strong working relationships.
• Manage a variety of billing-related processes such as payment plan and withdrawal date changes, Hold Cancellations, Exit Delinquencies, Move Payments, Recollections, Payment Deferrals, and Equalizing Scheduled Withdrawals.
• Support refund-related activities, including refund re‑issues, credit card payment reversals, payment traces, and refund status inquiries.
• Navigate multiple systems and applications (e.g., Guidewire PolicyCenter/BillingCenter, JIRA, SharePoint, Genesys Telephony, MS Teams, Microsoft Office Suite) while aiming for First Call Resolution.
• Handle email inquiries within service levels, reprint account notices as needed, and perform additional duties as assigned.

Qualifications

• Fully bilingual in French and English.
• At least 2 years relevant experience in customer service within a high-volume, call center environment.
• Strong analytical and math skills for reviewing complex billing information.
• Excellent verbal and written communication with strong customer service focus.
• Skilled in problem‑solving and managing difficult conversations.
• High attention to detail, clear communication, and effective questioning.
• Strong organizational and multitasking abilities.
• Collaborative team player; able to work scheduled shifts.
• Completion of a post‑secondary program would be considered an asset.
• Actively pursuing or willing to pursue CIP is an asset.

Diversity Equity, Inclusion & Belonging

At Wawanesa, we are committed to Diversity, Equity, Inclusion and Belonging (DEIB) and believe that our strength lies in the diversity of our people – this is supported by having a representative workforce.

We welcome applications from all qualified candidates, including racialized persons, women, Indigenous Peoples, persons with disabilities, members of the 2SLGBTQIA+ community, gender‑diverse and neurodiverse individuals, and anyone who can contribute to the further diversification of thought and ideas.

We aim to ensure our recruitment process is accessible to all candidates. If you require accommodations during any stage of the recruitment process, please reach in confidence to [e-mail].

Please note that the recruitment process for this position may involve the use of AI tools to screen, assess, or select applicants. All final decisions are taken or reviewed by human recruiters and human hiring leaders in compliance with all applicable legislation.