Insurance Representative, Underwriting and Billing

Definity; Ottawa; Hybrid; CAD 43,000 - 81,000; Full time

Job summary

A leading insurance company in Ottawa seeks an Insurance Representative to provide support to brokers on policy inquiries. Responsibilities include handling broker inquiries, processing transactions, and assessing risks. Candidates should be bilingual in English and French with a strong customer service background. The role offers a hybrid work schedule and competitive salary ranging from $43,700 to $80,500.

Benefits

Hybrid work schedule

Company share ownership program

Pension and savings programs

Paid volunteer days

Educational resources and tuition assistance

Focus on inclusion and diversity programs

Wellness and recognition programs

Discounts on products and services

Qualifications

• Must have a high degree of proficiency in both English and French.
• Experience in insurance or underwriting is an asset.

Responsibilities

• Deliver superior service to brokers for Vyne-related inquiries.
• Process transactions not enabled by broker self-service.
• Review incoming emails/cases in electronic format to identify risk types.

Skills

Insurance / underwriting knowledge

Customer service

Excellent people skills

Verbal and written communication

Coaching and guidance

Problem solving

Organizational skills

Time management skills

Education

University Degree / College diploma or equivalent experience

Insurance / underwriting experience preferred

CIP / working towards designation preferred

Bilingualism English and French

Job description

Summary

This role is accountable for delivering superior service when assisting Brokers with Vyne related inquiries, providing system support and workflow advice surrounding binding, issuing new policies and creating policy changes, etc. They will also handle general inquiries related to PI products, pricing, underwriting and billing appetite. Insurance Representatives will provide education and coaching to brokers on “how to” process changes where to find relevant documentation for future support and processing transactions not enabled by broker self-service functionality, including but not limited to e.g. new business, policy changes, cancellations etc.). An Insurance Representative must work in accordance with underwriting guidelines and authority and will be required to review and assess risk for acceptability in lower complex transactions / scenarios. They will ensure adherence to underwriting guidelines and authority on all inquiries and transactions and will be required to escalated higher complexity cases and consult with the appropriate escalation level; either Advisors or Specialists on inquiries and transactions outside of established authority levels. Upon acknowledgement that a scenario requires further escalation, they would proceed with referral to the appropriate levels, ensuring they have gathered all pertinent information, and have supported their referral with a well‑documented business case, including their recommendation and proposed terms.

Broker Inquiries – 50%

Handles general incoming broker inquiries and requests for Vyne support and workflow advice. Support Brokers as they navigate changes by reinforcing messages and providing guidance where appropriate. Provide brokers with educational step‑by‑step overviews while thoroughly explaining changes. Potential inquiries may include Guidewire and workflow support, navigating workflows surrounding binding and issuing a new policy, policy change etc.

Transaction Processing – 40%

Process transactions not enabled by broker self‑service functionality, including but not limited to new business, policy changes, cancellations etc., in accordance with underwriting guidelines and authority that meet all efficiency and quality standards. For example, a critical measure of this role will be efficiency in processing without diminishing quality.

Intake / Triage – 10%

Reviews incoming emails / cases in electronic format to identify risk types. Completes categorization of cases in the policy case management system (including the correct identification of Broker codes) for multiple case transactions, enabling routing to the appropriate team. Updates existing cases in the policy case management system when additional information is received from the Broker.

Specialized Knowledge / Skills

• Insurance / underwriting knowledge
• Customer service focused with a positive helpful attitude
• Excellent people skills
• Strong verbal and written communication skills
• Ability to coach and provide guidance to others
• Ability to solve problems
• Strong organizational and time management skills

Problem Solving

Problem solving is an essential component of work for an Insurance Representative. One must be able to work within the outlined standard practices and procedures.

Education / Experience

• Insurance / underwriting experience preferred
• Bilingualism English and French is a must
• Univ. Degree / College diploma or equivalent experience
• CIP / working towards designation preferred
• Knowledge of Economical's PI offerings and Guidewire an asset

High degree of proficiency with English and French required to service customers, both internal to the company and external, across Canada.

Salary Range

$43,700 - $80,500

Interested in this role, but don’t meet every requirement? We encourage you to apply! We know from experience that a candidate doesn’t need 100% of the qualifications listed to bring incredible value to our team. We’re actively seeking diverse backgrounds and perspectives to help us make insurance better. At Definity, inclusion, diversity, and equity aren’t just “nice to have” — they’re essential to our success.

What’s in it for you?

• Hybrid work schedule for most roles
• Company share ownership program
• Pension and savings programs, with company‑matched RRSP contributions
• Paid volunteer days and company matching on charitable donations
• Educational resources, tuition assistance, and paid time off to study for exams
• Focus on inclusion with employee groups, support for gender affirmation surgery, access to BIPOC counsellors, access to programs for working parents
• Wellness and recognition programs
• Discounts on products and services

Background checks

This role requires successful clearance of background checks (including criminal checks and leadership references).