Insurance Contact Centre Representative

ICBC (Insurance Corporation of British Columbia); North Vancouver; Hybrid; CAD 45,000 - 48,000; Full time

Job summary

ICBC in North Vancouver, BC is seeking a customer-focused representative to assist customers and brokers with insurance inquiries, education on services, and processing claim repayments. The role supports continuity of coverage during system outages in a high-volume contact environment.

Qualifications include high school graduation with insurance-related training and multiple years of customer service experience, plus strong arithmetic and communication skills.

Qualifications

• High school graduation plus job-specific skills training related to insurance and driver licensing fields.
• Several years of direct customer service experience.
• Knowledge of motor vehicle registration, licensing and insurance processes.
• Ability to compute fees, discounts, fines and adjustments to accounts.

Responsibilities

• Support customers and brokers by responding to insurance inquiries.
• Educate on new services and initiatives.
• Process claim repayments and ensure continuity of coverage during system outages.
• Maintain organized records of incoming enquiries and coordinate with other departments.

Skills

Customer contact tech

Regulations knowledge

Policies and procedures

Claims and fees calculation

Communication skills

Organization skills

Concentration/attention

Education

High school diploma

Job description

Reference Number: 5488. Posted Date: Oct 20, 2026. Employment Type: Temporary Full Time. Hours of Work: 7.5 hours per day – 5 day week (M‑F). Work Arrangement: Hybrid 8. Salary Range: $32.53 - $35.05 Hourly. Location: North Vancouver, 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

To support customers and brokers by responding to insurance-related inquiries, providing education on new services and initiatives, processing claim repayments and ensuring continuity of coverage during system outages.

Position Requirements

Knowledge/Technical Skills

• of customer contact centre technology and customer information systems
• of the relevant policies, acts, regulations and manuals as they pertain to motor vehicle registration, licensing and insurance to respond to enquiries
• of the relevant department and/or corporate business functions, programs and services to respond to customer enquiries or refer callers
• of the relevant department policies and procedures as they pertain to the collection and processing of vehicle registration, licensing, insurance fees/premiums/debt
• of claim repayment requirements, payment calculations, credit card processing, fee structures, and applicable guidelines

Analytical/Problem Solving Skills

• to ascertain customer requirements and determine best course of action
• to identify the applicable policy, act or regulation that must be applied
• to recognize and investigate discrepancies and error situations
• to perform arithmetic calculations in the computation of fees, discounts, fines and adjustments to customer accounts

Communication/Interpersonal Skills

• to respond to a wide range of enquiries, effectively handling hostile, demanding, confused or frustrated customers and/or brokers
• to maintain liaison with other departments and business partners for the purpose of obtaining and providing information
• to solicit information from brokers/customers for problem diagnosis and resolution
• to explain motor vehicle registration, driver and vehicle licensing and insurance policies and procedures to customers and/or brokers

Organization Skills

• to plan own workload in order to maintain service levels in a high-volume environment
• to process adjustments to customer accounts/records in accordance with procedures
• to maintain well organized records of incoming enquiries

Physical/Concentration Ability

• to maintain mental and visual concentration while searching computer database files
• to listen intently when dealing with broker/customer enquiries
• to sit for prolonged periods while using a telephone headset and computer The above requirements would typically be acquired through high school graduation plus job specific skills training related to the insurance and/or driver licensing fields and a few years of direct customer service experience that would result in an understanding of customer support in these fields.

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. Check out 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.

Work Arrangements Defined

• Hybrid 8 – you will work a minimum of 2 days per week at your primary office headquarters, subject to operational requirements. The remaining days will be remote within British Columbia.

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

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