Customer Service Representative - Edmonton, AB - Hybrid

Orbit Insurance Services; Edmonton; Hybrid; CAD 52,000 - 72,000; Full time

Benefits offered by this job

Defined benefit pension plan

100% licensing fees coverage

LinkedIn Learning access

Flexible work-from-home and hybrid

Advancement opportunities

Job summary

Orbit Insurance Services in Canada seeks an experienced insurance professional to handle inquiries, resolve product and service issues, and manage renewals and endorsements. You will support the service team, coach colleagues, and drive member satisfaction with a focus on underwriting standards.

The role offers a hybrid work model, competitive compensation and bonuses, and opportunities for career growth within the OTIP Group of Companies.

Qualifications

• AIC license is required (level one).
• Three years’ experience in personal lines, automobile and property insurance.
• Excellent communication with all internal and external stakeholders.
• Strong problem-solving and ability to handle customer issues in a positive manner.
• Good time management and ability to manage competing priorities.
• Familiarity with EPIC and Portal is a plus.

Responsibilities

• Directs or responds to telephone inquiries and written requests, applying underwriting standards.
• Resolves product and service problems and ensures resolution with follow-ups.
• Files documents and maintains rate manuals; logs issues for management review.
• Completes endorsements, renewals, rewrites, remarkets and cancellations.
• Reviews renewals from Alternate Markets Carriers and shares docs with members.
• Coaches and guides other Service team members on market options and rules.
• Maintains confidentiality and adheres to customer service standards.
• Attracts potential members/clients and meets sales objectives.

Skills

Exceptional communication skills

Problem-solving

Time management

Organizational skills

Microsoft Office Suite

EPIC and Portal knowledge

Tools

EPIC

Portal

Microsoft Office Suite

Job description

Who We Are

With every job, there’s always the question of “why”. Why join a company? Why be part of their mission? Here, the why is easy. It’s because at some point, we’ve all needed someone there for us.

At the OTIP Group of Companies (OGC), we believe that something special happens when employees feel valued for the work they do, supported as the people they are, and included in the very fabric of the organization: they bring their best to work every day. And that's why we mean it when we say we put our people at the centre of everything we do. Join us as we grow our way into a future that reimagines what it means to deliver meaningful benefits support and service.

What You’ll Do

• Directs or responds to telephone inquiries and written requests. This includes processing changes directly into the computer system, applying proper underwriting standards, assessing risk according to binding requirements.
• Resolves product and service problems. This includes clarifying member/client complaints, determining cause, selecting and explaining the best solution, expediting correction, following-up to ensure resolution, and making recommendations to management as required.
• Files documents and records of insurance transactions and maintains and updates current rate manuals for all markets as received, including new coverage announcements. Maintains a comprehensive log and diary system, reviewing and flagging contentious issues for discussion with management as required.
• Completes endorsements, renewals, rewrites, remarkets and cancellations on applicable systems, as required.
• Reviews renewals from Alternate Markets Carriers as required, and sends supporting documentation to member/client.
• Provides assistance to other Service team members, by coaching and counseling employees on alternate market availability, rules and guidelines.
• Provides quality service while adhering to customer service standards and keeps information confidential to protect operations.
• Attracts potential members/clients which includes answering questions and providing information regarding products and services, obtaining ex-dates, and meeting or surpassing ex-date objectives to increase sales potential.
• Performs other duties within competence, as assigned.

Let’s Talk About You

• An AIC license is required (level one).
• Three years’ experience in personal lines, automobile and property insurance.
• Exceptional communication skills and the demonstrated ability to deal effectively with all levels of internal and external stakeholders.
• Excellent problem-solving skills and ability to handle customer issues in a pleasant and positive manner.
• Superior time management, project management and organizational skills to manage competing priorities.
• Intermediate knowledge of Microsoft Office Suite applications and knowledge of EPIC and Portal would be an asset.
• The ability to communicate in French is considered an asset.
• Working towards a CAIB 1 designation would be considered an asset.

Working Conditions

General call centre environment.

Hybrid role - three days in the office.

Salary Range:Min: $52,454 to $72,096

This position offers a competitive salary along with rewarding bonuses that recognize your dedication.

At the OTIP Group of Companies (OGC), we value transparency and take multiple factors into account when determining your starting salary, including your skills, experience, and alignment with the role as well as internal equity, while positioning you for continued growth and recognition over time.

Some Of The Perks We Offer

• Defined benefit pension plan for a financially confident retirement
• 100% coverage of approved continuing education and licensing fees
• Access to a wealth of learning resources, including LinkedIn Learning for professional development
• Flexible work-from-home and hybrid options
• Unlock your potential with opportunities for advancement

OTIP and its group of companies strive to create an accessible and inclusive work environment where everyone is treated with respect and dignity. Upon individual request, we will endeavor to remove any barrier to the recruitment and selection processes and provide accommodations for persons with disabilities.

As a business, we protect what matters most to our members. As an employer, we value what matters most in our workplace. Together, this includes fostering a diverse, equitable and inclusive environment for all. We are committed to learning and evolving so we can continue to celebrate what makes us special. You are who you are, and our differences are what make us unique.

We are an equal opportunity employer and encourage applications from all qualified individuals. We thank all applicants for their interest; however, only candidates selected for an interview will be contacted.

The OTIP Group of Companies (“OGC”) is a group of affiliated organizations operating under a shared purpose and values. OGC is comprised of Ontario Teachers Insurance Plan (OTIP), Curo Claims Services, and Orbit Insurance Services.

Candidate communications may refer to OGC when referencing any of the affiliated organizations applied to.