Insurance Contact Centre Representative

ICBC; North Vancouver; Hybrid; CAD 45,000 - 48,000; Full time

Job summary

ICBC in North Vancouver, BC, is seeking to support customers and brokers by answering insurance inquiries, educating on new services, processing claim repayments, and ensuring continuous coverage during system outages. The role operates in a hybrid model with some days at the office and others remote.

Candidates should show clear communication, strong math skills for fees and premiums, knowledge of motor vehicle insurance policies and licensing, and experience in high-volume customer service.

Qualifications

• High school graduation or equivalent.
• Strong communication and numerical accuracy for calculations.
• Experience in customer service in insurance or related field is preferred.

Responsibilities

• Assist customers and brokers with insurance inquiries and provide education on services.
• Process claim repayments and ensure accurate fee calculations.
• Maintain knowledge of policies and procedures to respond to enquiries across multiple systems.
• Collaborate with internal teams to resolve issues and provide timely information.

Skills

Customer service

Communication

Problem solving

Data entry

Multi-tasking

Teamwork

Education

High school diploma

Tools

CRM systems

Billing software

Job description

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

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.

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 tocustomer 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 andproviding 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 proceduresto 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 skillstraining related to the insurance and/or driver licensing fields and a few years of direct customer serviceexperience 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. 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.
• 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.