Customer Service Representative - Thorsby, AB - Hybrid

OTIP Group of Companies (OTIP, Orbit, Curo); Thorsby; Hybrid; CAD 52,000 - 72,000; Full time

Benefits offered by this job

Defined benefit pension plan

Education/licensing fees covered

LinkedIn Learning access

Advancement opportunities

Mental wellness support

Job summary

OTIP Group of Companies (OGC) in Thorsby, AB, is seeking a Customer Service Representative for a hybrid role. The position focuses on handling inquiries, processing changes, and maintaining accurate records for personal lines and property insurance.

The ideal candidate has 3+ years’ experience, AIC license, and strong communication and problem-solving skills. French language ability and CAIB 1 are assets; salary ranges align with market expectations.

Qualifications

• Minimum 3 years’ experience in personal lines, automobile and property insurance.
• AIC license (level one) required.
• Exceptional communication skills with the ability to deal with all stakeholders.
• Excellent problem-solving and ability to handle customer issues.
• Strong time management, project management and organizational skills.
• Knowledge of EPIC and Portal is an asset.
• French language ability is an asset.
• Working towards CAIB 1 designation is an asset.

Responsibilities

• Directs or responds to telephone inquiries and written requests, updating the system per underwriting standards.
• Resolves product and service problems and ensures timely resolution.
• Files documents and records of insurance transactions and maintains rate manuals; logs issues for management.
• Processes endorsements, renewals, rewrites, remarkets and cancellations.
• Reviews renewals from Alternate Markets Carriers and forwards docs to members.
• Coaches and supports other Service team members on market options and guidelines.
• Delivers quality service while maintaining confidentiality.
• Attracts potential members by answering questions and promoting products and services.
• Performs other duties as assigned.

Skills

Excellent communication

Problem-solving

Time management

Organizational skills

French language

Education

AIC license (level one)

CAIB 1 designation

Tools

EPIC

Portal

Job description

Customer Service Representative - Thorsby, AB - Hybrid

Thorsby, AB, Canada

Job Description

Posted Monday, August 10, 2026 at 4:00 AM

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

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.

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 endeavour 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.

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

This recruitment process uses artificial intelligence tools to assist with screening and assessing applications. All hiring decisions include human review.

Some of the Perks We Offer :

We offer best-in-class pension and benefits, total reward programs and comprehensive mental wellness support to set you up for every success in and outside of work. Here are just some of the reasons you’ll love working here:

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

Unlock your potential with opportunities for advancement

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.