Insurance Service Agent (Hybrid)

CAA Club Group; Vaughan; Hybrid; CAD 40,000 - 55,000; Full time

Benefits offered by this job

Holistic wellness program

Education reimbursement program

Travel incentives and discounts

Defined contribution plan

Job summary

CAA Club Group in Vaughan, Canada, seeks individuals for a hybrid call centre role focused on customer service. Candidates will handle calls from policyholders, answer inquiries, and perform departmental tasks, with training provided for OTL licensing.

Ideal candidates should have relevant customer service experience, strong communication skills, and a desire to obtain insurance licensing. The role offers flexible hours and a supportive team environment.

Qualifications

• 1-3 years of exceptional customer service experience.
• Previous experience in a call centre environment.
• Desire to pursue OTL license and/or CIP designation.

Responsibilities

• Answer inbound calls regarding policy inquiries and service requests.
• Assist with ongoing departmental projects and initiatives.
• Meet KPIs for customer service quality.

Skills

Customer service experience

Strong communication skills

Teamwork and analytical skills

Education

Post-Secondary education, University preferred

Job description

About Us

For over 50 years, our Property and Casualty insurance company, CAA Insurance, has provided dependable and trustworthy service to protect Canadians and what matters to them. CAA Insurance Company offers a dynamic professional environment which strives to offer the ultimate customer experience. We share in each other’s successes, drive change and support each other while cultivating a great working environment to deliver on what is best for the customer.

Who We Are

Are you ready to join an award‑winning, purpose‑driven culture? Welcome to the CAA Club Group of Companies (CCG), where purpose leads to passion!

At CCG, we are committed to delivering an exceptional Associate experience. We offer:

• Work‑life harmony with access to an award‑winning holistic wellness program.
• Continuous learning through our robust corporate curriculum and education reimbursement program.
• Incredible rewards, travel incentives, and product and service discounts.
• Pay‑for‑performance and best‑in‑class recognition programs.
• Competitive benefits that include a defined contribution plan, personal spending account, and so much more.

Position Details

This role offers a great opportunity for individuals from a wide range of industries with customer service experience. Prior insurance experience is not required. OTL or RIBO licensing is considered an asset. If you are not currently licensed, you must be willing to obtain your OTL and training is provided by CAA.

What You Will Do

• Answer inbound calls from existing policyholders regarding their policy change inquiries, questions pertaining to their policy coverage, general service inquiries and completing policy billing transactions.
• Send outbound correspondence to CAA Insurance policy holders, providing technical support for CAA Connect and CAA MyPace.
• Assist with the collection of data for departmental reporting.
• Offer support for ongoing departmental projects and initiatives.
• Meet Key Performance Indicators (KPIs) including first call resolution, average call handle times and various other customer service metrics to ensure top quality service is being provided.

Please note, salary range is not inclusive of total compensation. The expected salary range for this position will be impacted by factors such as the successful candidate’s skills, experience and working location, as well as the specific position’s business line, scope and level. Candidates with salary expectations outside of the range are encouraged to apply.

Who You Are

• Post‑Secondary education completed, University preferred.
• 1-3 years of exceptional customer service experience.
• Previous experience in a call centre environment.
• Desire to pursue Other Than Life (OTL) license and/or Chartered Insurance Professional (CIP) designation.
• Strong teamwork and analytical skills.
• Excellent communication skills, both verbal and written.
• OTL/RIBO licensed an asset (if you are not licensed, you must be willing to obtain your OTL, provided by CAA).

Call Centre Hours

• Monday to Thursday - 8:00am to 8:00pm.
• Friday - 8:00am to 6:00pm.
• Saturday (once a month) - 9:00am to 4:00pm.
• You must be flexible to work various shifts within the call centre hours.

Please note that internal applicants are asked to formally express their interest by applying online no later than 10 business days of the position being posted.

Please note that we may use AI tools to help us through the recruitment process.

This position is classified as hybrid, requiring a combination of remote and in‑office work.

Our Commitment

We are an equal opportunity employer and are committed to providing employment accommodation in accordance with all applicable Provincial Human Rights and Accessibility Legislation. CCG will provide accommodations to job applicants with disabilities throughout the recruitment process. If you require an accommodation, please notify us and we will work with you to meet your needs.