Insurance Support Associate

Echelon 56; Vaughan; Hybrid; CAD 42,000 - 54,000; Full time

Benefits offered by this job

Wellness program

Education reimbursement

Product discounts

Job summary

CAA Insurance is seeking a proactive Associate for our Call Centre team to support policyholders with general inquiries, billing options, and payments.

You will handle inbound calls, send outbound communications about CAA Connect and MyPace, contribute to data collection for reports, and help with ongoing projects while meeting KPIs.

Qualifications

• 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

Responsibilities

• Support the Insurance Sales and Service team by answering inbound calls from our CAA Insurance policy holders regarding general service inquiries, also billing options and payments
• 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

Skills

Customer service

Call centre experience

Teamwork

Analytical skills

Communication skills

Education

Post-Secondary education

University preferred

Tools

CAA Connect

CAA MyPace

Job description

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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, and
Competitive benefits that include a defined contribution plan, personal spending account, and so much more.

Join our growing team where everyone belongs!

What You Will Do

• Support the Insurance Sales and Service team by answering inbound calls from our CAA Insurance policy holders regarding general service inquiries, also billing options and payments
• 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 (KPI's) 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

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.

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

Our Commitment

We are an equal opportunity employer and are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005 (AODA). 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.