Partner Support Representative - Calgary, AB or Langley BC

Optiom Inc.; Calgary; Hybrid; CAD 42,000 - 64,000; Full time

Benefits offered by this job

Hybrid work model

Certification support

Career progression

Backed by Aviva Canada

Job summary

Optiom Inc. is seeking a Partner Support Representative to join our client care team in Calgary, AB or Langley, BC.

You will be the main contact for broker partners and policyholders, resolving complex issues, explaining policy details and commission structures, and delivering a high-touch service experience while juggling multiple systems in real time. This hybrid, full-time role requires a calm, proactive communicator who can translate complex insurance concepts into plain language and build

Qualifications

• 1+ years of customer service or partner support experience in insurance or financial services.
• Ability to explain complex policy details, commissions, and program rules clearly.
• Empathy under pressure and the ability to stay calm when conversations get difficult.
• Critical thinking to identify the real issue and propose solutions.
• Ability to juggle multiple systems and track issues in real time.
• Independent judgment within guidelines to resolve issues.
• White-glove service mindset with professionalism and genuine care.

Responsibilities

• Serve as key contact for broker partners and policyholders, resolving complex issues and explaining policy details.
• Explain commission structures in clear, plain language.
• Navigate multiple systems while on calls and deliver a high-touch service experience.
• Maintain professionalism and calm under pressure to ensure partner satisfaction.

Skills

Customer service

Communication skills

Empathy under pressure

Critical thinking

System navigation

Independent judgment

White-glove service

Job description

OPTIOM INC.

Partner Support Representative

Client Care • General Level 1 Asset • Calgary, AB or Langley, BC • Hybrid • Full-Time

Own the relationship. Solve the hard problems. Deliver the kind of service that makes partners loyal for life.

Some calls are simple. Most are not. A broker is mid-deal with a client sitting across the desk, the coverage question is not straightforward, and they need someone who can hear the real problem, think it through, and come back with a clear answer.

That is this job. If you are the person who stays calm when a situation is messy, who listens for what someone actually needs rather than what they first asked, and who can turn a complicated policy question into a plain-language answer, this role was built for you.

Optiom is hiring a Partner Support Representative to join our client care team. You will be a key point of contact for our broker partners and policyholders: resolving complex issues, explaining policy details and commission structures in language anyone can follow, moving between multiple systems while the partner is still on the line, and delivering a high-touch service experience that strengthens relationships and reflects the standard Optiom is known for.

This role is open in either our Langley, BC or Calgary, AB office.

Who You Are

You do not need to have done this exact job before.

You will thrive here if you are the kind of person who takes ownership of hard problems and sees them through. You read people well. You can tell the difference between a partner who wants the short answer and one who needs to be walked through it, and you adjust without being asked. You are patient with frustration because you understand what is usually behind it: someone with a client waiting, a deadline, and a problem they cannot solve alone.

You are also the person who asks the second question. When something does not add up, you dig instead of guessing. You find the clearest path through complexity, for the partner, every time.

You Bring

• 1+ years of customer service or partner support experience, ideally in insurance or financial services.
• Communication that lands. You explain complex policy details, commission calculations, and program rules in clear, plain language — and you adapt your style to the audience, whether that is a seasoned broker who wants the short version or a policyholder hearing this for the first time.
• Empathy under pressure. You listen closely, take the time to understand what a partner actually needs, and stay steady and professional when the conversation is difficult. People trust you quickly because you give them a reason to.
• Critical thinking. You look past the immediate question to the real issue underneath it, ask the right follow-ups, and weigh partner needs, client experience, and underwriting guidelines to land on the best overall outcome.
• The ability to juggle. You are comfortable navigating multiple systems at once while supporting partners in real time, tracking several open issues without losing the thread, troubleshooting as you go, and picking up new platforms quickly.Independent judgment and ownership. You make confident decisions within established guidelines, take issues through to resolution, and navigate grey areas without waiting to be told what to do.
• A white-glove service mindset. Professionalism, responsiveness, and genuine care for partner outcomes are how you work, not something you switch on.

Bonus Points For

• Active General Level 1 Insurance Licence already in hand.
• Bilingual in English and Mandarin, Punjabi, or French.
• Direct experience supporting broker partners with quoting, binding, policy maintenance, or commission inquiries.
• Experience in a multi-system environment where toggling between platforms quickly and accurately was part of the job.
• A track record of de-escalating tough conversations and turning them around.

Who We Are

Optiom Inc. is a Managing General Agency (MGA) and a wholly owned subsidiary of Aviva Canada, specializing in specialty vehicle replacement insurance products distributed through a national network of broker and dealer partners. We operate with the entrepreneurial energy of a specialty MGA, backed by the resources and credibility of one of Canada's largest and most trusted insurers.

Why Join Optiom

• Backed by Aviva Canada — enterprise-level resources in an entrepreneurial setting
• A true build-from-scratch mandate — stand up governance infrastructure that doesn't exist yet, with direct visibility to Operations leadership
• Career runway — a foundational role positioned to grow into IT risk, compliance, or resilience leadership as our technology function matures
• Employer-supported certification — we cover exam fees and continuing education for role-relevant credentials
• Hybrid model — Calgary, AB, 3 days a week in office

Optiom uses AI tools to assist with initial screening. All final hiring decisions are made by Optiom's human hiring team. Qualified candidates are invited to apply in confidence. All applications are treated with strict confidentiality — we thank all applicants for their interest; only those selected for further consideration will be contacted.

Optiom Inc. | Driven by Aviva