Cancellations Agent

First Canadian Insurance Corporation; Sherwood Park; On-site; CAD 42,000 - 56,000; Full time

Benefits offered by this job

Early Friday leave

Vacation & PTO

Retirement plan with employer match

On-site gym

Ergonomic workspace

Educational assistance

Health benefits

EAP

Employee discounts

Diversity & inclusion programs

French language uplift after probation

Job summary

First Canadian Insurance Corporation in Sherwood Park is seeking a dedicated Cancellation Agent to handle cancellation requests, verify documentation, respond to inquiries, and ensure refunds are calculated accurately for customers and dealerships. This on-site role supports timely and compliant cancellations of insurance and mechanical breakdown policies.

The position requires working Saturdays on a rotational basis, with training from 8:00 a.m. to 5:00 p.m.

Qualifications

• Certificate/Diploma in Administrative Assistant/Business/Insurance is preferred.
• 1-2 years administrative, clerical or customer service experience preferred.
• Experience in insurance, automotive finance, or warranty industry is assets.
• Call center experience is preferred.
• Intermediate Microsoft Office (Word/Excel) skills required.
• Fluent in English; written and verbal communication required.
• French is an asset with potential 5% uplift after probation.

Responsibilities

• Answer high volume calls and emails with clear, accurate information on cancellation requirements and refunds.
• Review and verify cancellation requests and supporting documentation.
• Follow up to obtain outstanding information and required documentation.
• Process cancellations accurately within service standards and regulatory guidelines.
• Calculate refund quotes and ensure correct dates, payees and amounts.
• Maintain complete system notes and records for auditability.
• Participate in quality control and training to improve processes.
• Identify exceptions and escalate as needed.
• Apply Fair Treatment of Customers to ensure fair and timely outcomes.

Skills

Customer service

Verbal communication

English fluency

Call center experience

Attention to detail

Team collaboration

Education

Diploma in Administrative/Insurance

Tools

Microsoft Office (Word/Excel)

Job description

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.

• Answer a high volume of calls and emails from customers and dealerships and provide clear and accurate information regarding cancellation requirements, eligibility, documentation, refund calculations, and processing status.
• Review and verify cancellation requests and supporting documentation to ensure all required information has been received and applicable cancellation requirements have been satisfied.
• Follow up with customers, dealerships, and other applicable parties to obtain outstanding documentation or information required to process or validate a cancellation, including payout information, finance contracts, total loss documentation, and other supporting records.
• Process cancellation transactions accurately, within established service standards, and in accordance with company procedures, contractual requirements, and applicable regulatory guidelines.
• Calculate and provide cancellation refund quotes and ensure cancellation effective dates, refund amounts, payees, and other transaction details are accurate.
• Maintain complete, accurate, and timely system notes and records to support the processing history and auditability of cancellation transactions.
• Participate in peer review and quality control activities to verify the accuracy and completeness of cancellation transactions and supporting documentation.
• Based on experience and demonstrated proficiency, conduct advanced quality reviews, identify trends or recurring issues, provide feedback, and recommend process or training improvements to support operational effectiveness.
• Review and investigate voided or otherwise exceptional transactions as assigned, including obtaining documentation necessary to validate that certificates were appropriately voided or cancelled and escalating concerns or discrepancies when identified.
• Apply Fair Treatment of Customers (FTC) principles when communicating with customers and dealerships and when processing cancellation requests, supporting fair, consistent, transparent, and timely customer outcomes.
• Identify and elevate exceptions, discrepancies, complaints, suspected improper practices, or other matters requiring management, Compliance, or other appropriate review.
• Issue requests for stop payments on cheques and for cheques to be reissued due to stale dates, loan payouts, or other applicable circumstances.
• Maintain the confidentiality and security of customer information and adhere to company privacy, compliance, and information-handling 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.
• 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.