Cancellations Agent

First Canadian Financial Group; Sherwood Park; On-site; CAD 30,000 - 42,000; Full time

Benefits offered by this job

Early Friday leave

Vacation benefit

Retirement match

On-site gym

Renovated facility

Educational assistance

Health benefits

EAP

Employee discounts

Diversity program

Recognition events

French bonus after probation

Job summary

First Canadian Financial Group in Sherwood Park is seeking a Cancellation Agent to join the on-site team. You will process cancellation requests for insurance and mechanical breakdown policies, verify documentation, and ensure accurate refunds while supporting compliance and customer service standards.

The role requires handling high call volumes, maintaining records, and occasionally working Saturdays on a rotating basis.

Qualifications

• Certificate/Diploma in Admin/Business/Insurance preferred.
• 1-2 years of admin, clerical or customer service experience preferred.
• Experience in insurance, automotive finance, or warranty industry is an asset.
• Call center experience is preferred and considered an asset.
• Intermediate skill with Microsoft Office (Word/Excel) is required.
• Fluent in English with proven verbal and written communication skills.
• Fluent in French with proven competencies in verbal and written communication is an asset.
• Ability to work a rotational Saturday/Statutory holiday is required.
• Background checks (criminal, education, employment) required before employment.

Responsibilities

• Answer a high volume of calls and emails from customers and dealerships; provide information on cancellation requirements and policy eligibility.
• Log information on calls and maintain detailed records.
• Provide cancellation refund quotes to customers and dealerships.
• Verify incoming cancellation documents to ensure required information is received.
• Request missing documentation from customers or dealerships.
• Process cancellation requests and ensure refunds are issued correctly.
• Issue stop payments on cheques and re-issue cheques due to stale dates or payouts.
• Ensure all cancellations are processed within service standards and regulatory guidelines.
• Maintain confidentiality and security of customer information.

Skills

MS Office

Customer service

Verbal communication

Written communication

English fluency

Attention to detail

Team collaboration

Education

Certificate/Diploma in Admin/Business/Insurance

Job description

First Canadian is a national organization and we are experiencing unprecedented growth!

We aim to hire bright, hard-working people who share our values. We seek employees who are committed to learning, career growth, and opportunity. We take pride in being an organization that our employees support long-term. We believe in our employees and celebrate their success by asking for employee opinions and feedback so that we continue to be a Great Place to Work.

We award our team with the following:

• Off work 1 hour early on Fridays.
• Earned Time-Off Program and vacation.
• Group Retirement Savings Plan with employer match.
• On-site gym including free weekly classes with a qualified trainer.
• Newly renovated facility with ergonomic desks/chairs.
• Educational assistance and career development.
• Employee benefits.
• Health and Wellness spending account.
• Employee Assistance Program (EAP).
• Employee discount programs.
• A Culture Team dedicated to diversity, inclusion, and employee programs.
• Employee recognition and appreciation events.
• French is not required for this role but is an asset, an uplift of 5% is applied after the probationary period for qualified professional level French bilingualism (both spoken and written).

Check out our company page for all the information on why we believe First Canadian is an employer of choice!

If you are motivated to succeed by helping people, then this is the opportunity for you!

The Cancellation Agent reporting to the Manager, Cancellations is based in the Sherwood Park office. This is an on-site position responsible for providing exceptional service to customers and dealerships by processing cancellation requests, verifying required documentation, answering inquiries, and ensuring refunds are calculated and issued accurately and efficiently. The role supports the timely and compliant administration of insurance and mechanical breakdown policy cancellations. This position is required to work Saturdays on a rotational basis shared with the team.

Hours of work:

During the training period (1-3 months), the schedule is 8:00 a.m. to 5:00 p.m. Following successful completion of training, regular hours transition to 9:00 a.m. to 6:00 p.m.

Essential Responsibilities:

• Answer a high volume of calls and e-mails from customers and dealerships and provide information regarding the cancellation requirements and eligibility of insurance and mechanical breakdown policies/contracts.
• Log information on calls received and maintain detailed and accurate records.
• Provide cancellation refund quotes to customers and dealerships.
• Verify incoming cancellation documents to ensure all required information is received.
• Contact customers or dealerships to request missing documentation.
• Process cancellation requests and ensure refunds are issued correctly.
• Issue requests for stop payments on cheques and requests for cheques to be re-issued due to stale dates or loan payouts.
• Ensure all cancellation transactions are processed accurately, within established service standards, and in accordance with company procedures, contractual requirements, and applicable regulatory guidelines.
• Maintain the confidentiality and security of customer information while adhering to company privacy and compliance requirements.
• Other duties as assigned.

Qualifications:

• Certificate/Diploma in Administrative Assistant/Business/Insurance is preferred.
• Minimum of 1-2 years of administrative, clerical, or customer service experience is preferred.
• Experience within the insurance, automotive finance, or warranty industry is considered an asset.
• Call center experience is preferred and considered an asset.
• Intermediate skill with Microsoft Office (Word/Excel) is required.
• Fluent in English with proven skills in verbal and written communication is required.
• Fluent in French with proven competencies in verbal and written communication is an asset.
• Ability to work a rotational Saturday/Statutory holiday is required.
• Successful completion of a criminal background check, education verification, and employment reference checks is required before employment.

Thank you for considering our organization.

If you are bilingual there will be a French and English assessment as a part of the recruitment process.

We are an equal opportunities employer and welcome applications from all suitably qualified persons.

Accommodations are available upon request.