Client Service Representative

ICBC; Burnaby; Hybrid; CAD 89,056,000 - 96,432,000; Full time

Job summary

ICBC is hiring a Client Service Representative in Burnaby to deliver driver licensing and identification services. You will work directly with customers to determine eligibility, process renewals and identifications, and provide accurate information on a range of licensing products.

The role requires exceptional face-to-face customer service, attention to detail, and the ability to manage multiple tasks in a fast-paced environment while maintaining accuracy and professionalism.

Qualifications

• Experience delivering high-volume customer service in person.
• Ability to handle cash transactions with accuracy.
• Strong data entry and computer skills.

Responsibilities

• Determine eligibility and process driver's licence renewals, duplicates, BCID, BC Services Cards.
• Review documents to ensure regulatory requirements are met.
• Conduct licensing transactions and provide information on licensing products and services.
• Process violations tickets, disputes, fees, and other customer transactions.
• Collect, process and reconcile cash and electronic payments accurately.
• Maintain records and perform data entry across systems.
• Respond to inquiries and explain policies clearly and professionally.
• Deliver excellent customer service while handling challenging situations.
• Support reception and administrative tasks to keep the office efficient.

Skills

Face-to-face service

Cash handling

Data entry

Verbal communication

Active listening

Attention to detail

Multitasking

Customer issue resolution

Job description

Select how often (in days) to receive an alert:

Hours of Work: 7.5 hours per day - 5 day week (M-Su)

Work Arrangement: Resident

Salary Range: $31.08 - $33.53 Hourly

Location: Burnaby, British Columbia, Canada Vancouver, British Columbia, Canada Victoria, British Columbia, Canada Surrey, British Columbia, Canada Abbotsford, British Columbia, Canada Nanaimo, British Columbia, Canada Surrey, British Columbia, Canada Kelowna, British Columbia, Canada Burnaby, British Columbia, Canada Victoria, British Columbia, Canada Vancouver, British Columbia, Canada Langley, British Columbia, Canada Richmond, British Columbia, Canada Vancouver, British Columbia, Canada Port Coquitlam, British Columbia, Canada North Vancouver, British Columbia, Canada West Kelowna, British Columbia, Canada Kamloops, British Columbia, Canada

We welcome applications from all qualified job seekers. Should you require accommodations throughout the application or hiring process, please don’t hesitate to contact [e-mail] , as we are committed to ensuring a seamless and accessible experience for all candidates. Also consider joining our Indigenous Peoples or People with Disabilities Talent Pool to receive information about future opportunities and to learn more about our DEI hiring.

Position Highlights

As a Client Service Representative, you will play a key role in delivering driver licensing and identification services that help customers maintain their independence and mobility. You will work directly with customers to understand their needs, determine eligibility for licensing and identification products, process transactions, and provide information on a variety of driver licensing services.

This role makes a direct impact on customers who rely on driver licensing services to get to work, attend school, volunteer, and participate in important daily activities. Working in a fast-paced Driver Licensing Office, you will interact with a high volume of customers, often balancing multiple priorities and frequent interruptions while maintaining a strong focus on accuracy and customer service.

Success in this role requires exceptional attention to detail, strong problem-solving abilities, and the confidence to navigate complex customer interactions. Active listening skills, sound judgment, and the ability to adapt your communication style to meet individual customer needs are essential.

Responsibilities

As a Client Service Representative, you will:

• Determine eligibility and process driver's licence renewals, duplicates, BC Identification (BCID) cards, and BC Services Cards.
• Review and verify customer information and supporting documentation to ensure regulatory and policy requirements are met.
• Conduct licensing-related transactions and provide accurate information regarding driver licensing products and services.
• Process violation tickets, disputes, fees, and other customer transactions.
• Collect, process, and reconcile cash and electronic payments with a high degree of accuracy.
• Maintain accurate records and perform detailed data entry within multiple computer systems.
• Respond to customer inquiries and explain policies, procedures, and requirements in a clear and professional manner.
• Deliver exceptional customer service while managing challenging situations and resolving customer concerns.
• Contribute to the efficient operation of the Driver Licensing Office through reception, administrative, and customer support activities.

Position Requirements

The successful candidate will have:

• Outstanding face-to-face customer service experience in a high-volume, customer-focused environment.
• Experience handling cash and processing transactions with accuracy and attention to detail.
• Strong data entry and computer skills, with the ability to accurately process and maintain records.
• Excellent verbal communication and active listening skills.
• Strong attention to detail and the ability to interpret information, policies, and procedures accurately.
• The ability to multitask and maintain accuracy in a fast-paced environment with frequent interruptions.
• The ability to effectively manage difficult or complex customer interactions with professionalism and sound judgment.

Additional Information

• Days of work are scheduled between Monday and Saturday.
• Shifts vary from 8:30 a.m. to 4:45 p.m., up to 7.5 hours per day and a maximum of 28 hours per week.
• Metrotown Driver Licensing Office shifts vary from 9:00 a.m. to 5:45 p.m.
• Some locations may require additional training to support motorcycle testing as a follow vehicle driver. Participation in these duties requires a valid Class 5 BC Driver's Licence.

About us:

At ICBC, it’s our job to make sure the car insurance system works for all British Columbians, today and in the future. Checkout our ICBC Year in Review 2025 to learn more about what we've accomplished! If you want to make the most of your skills and expertise while growing your career, we want you. A career at ICBC is an opportunity to be part of a talented, diverse and inclusive team that is driven to serve its customers and community. You can expect a competitive salary, comprehensive benefits and a collaborative work environment. If you are reliable and dependable, contact us today to be part of our talented and diverse team as we work together to create an insurance system we can all be proud of.

Our values guide how we interact with customers, partners, and each other. They shape our decisions and create a culture where employees feel inspired and empowered to do their best work.

• Collaborative: We include different perspectives to reach our common goals.
• Supportive: We seek to understand to meet diverse and evolving needs.
• Straightforward: We simplify the complex to make things easier.
• Knowledgeable: We gain knowledge through experience and learning to make informed decisions.
• Resident – you will work at your primary in-office headquarters on all scheduled work days.

Only candidates legally entitled to work in Canada will be considered for this position.