AI Operations Specialist improving support processes, customer experience, and automation for Cayenta’s enterprise resource management software. Designing, deploying, and governing AI tools across Customer Operations.
About the role
- Insurance administrator supporting portfolio compliance, policy updates, and claims for DLL, a global asset finance company. Managing customer communications and insurance documentation.
Responsibilities
- Validate insurance documents for acceptance
- Update insurance policy details
- Administer insurance policy cancellations and claims
- Ensure policy documentation is accurately completed according to acceptance criteria
- Ensure documentation is consistent with credit and legal requirements
- Adhere to credit and matrix authorizations, system rules, and corporate policies
- Handle insurance-related inquiries, fee quotes, account status requests, and coverage inclusions/exclusions
- Process insurance correspondence by mail, email, and fax
- Identify applicable contracts, review documentation, and enter insurance information into the database
- Verify proof of insurance and update customer records
- Manage internal and external claims
- Prepare and issue insurance-related correspondence, including request and cancellation letters
- Communicate with customers, insurance brokers, agents, dealers, and vendors
- Provide guidance on insurance requirements, policy deficiencies, and documentation needs
- Negotiate fees within established guidelines
- Administer and track insurance claims and review supporting documentation
- Liaise with customers, insurers, adjusters, and internal stakeholders to monitor claim progress and facilitate resolution
- Monitor assigned portfolios to ensure insurance requirements are met
- Follow up with customers for required documentation
- Obtain liability insurance on identified risk portfolios
- Administer force-placed insurance where necessary
- Ensure contract interests remain protected through policy renewals or placement on the company insurance program
- Liaise with Credit, Sales, and other internal stakeholders
- Meet established service levels and performance targets (KPIs/SLAs)
- Maintain accurate records
- Contribute to special projects and departmental initiatives
- Provide backup support as required
Requirements
- Bilingual (French) required
- Customer service experience an asset
- 1-3 years of insurance and/or leasing experience an asset
- Experience in Operations function, preferably in leasing or financing industry, is an asset
- Strong attention to detail and data entry accuracy
- Ability to manage multiple priorities under tight deadlines
- Excellent planning & organizational skills
- Team-oriented with a proactive mindset in a fast-paced environment
- Thrives in an independent, goal-driven work setting
- Strong analytical and problem-solving abilities
- Effective written, verbal, and interpersonal communication skills
- Ability to handle complex customer interactions and negotiations professionally
- Adaptability and openness to change
- Ability to work in a hybrid work model: in-office twice per week and remote work
- Proficiency in MS Word & Excel, an asset
- Post-secondary education, an asset
- Successful completion of a background check
Benefits
- Two working days per year volunteering for a local charity
- Bonus plan
- Remote working from home opportunities
- Flexible hours
- Career development opportunities: online learning, member development programs, Tuition reimbursement program
- Outstanding Medical, Dental, Vision and Paramedical benefit programs
- Employer paid defined contribution Pension plan
- Industry leading Vacation package
- Subsidized Gym membership programs
- Employee Referral program
- Open concept modern working environment
- Healthcare benefits
- Sick leave
- Parental leave
- Possible discretionary bonuses
- Employee wellbeing support
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Degree requirement
No Education Requirement
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