Cancellations Specialist — Refunds & Policy Support

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 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.