Cancellations & Refunds Specialist

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

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.