Bilingual member support specialist serving Assiniboine Credit Union members through personalized financial guidance and multiple communication channels. Promoting digital banking, resolving concerns, and supporting sustainable community - focused growth.
About the role
- Customer service insurance broker handling inquiries, underwriting, policy changes, and complaints for OTIP’s insurance operations in Wetaskiwin. Supporting sales objectives and Service teams in a hybrid call-centre environment.
Responsibilities
- Direct or respond to telephone inquiries and written requests
- Process changes in the computer system and apply underwriting standards
- Assess risk according to binding requirements
- Resolve product and service problems and member/client complaints
- Determine causes, explain solutions, expedite corrections, and follow up on resolutions
- Make recommendations to management as required
- File insurance transaction documents and records
- Maintain and update current rate manuals and coverage announcements
- Maintain a comprehensive log and diary system and flag contentious issues
- Complete endorsements, renewals, rewrites, remarkets, and cancellations
- Review renewals from Alternate Markets Carriers and send supporting documentation
- Coach and counsel Service team members on alternate market availability, rules, and guidelines
- Provide quality service while protecting confidential information
- Attract potential members/clients by answering questions, providing product and service information, obtaining ex-dates, and meeting or surpassing ex-date objectives
- Perform other duties within competence as assigned
Requirements
- AIC license, level one, required
- Three years’ experience in personal lines, automobile, and property insurance
- Exceptional communication skills and ability to deal effectively with internal and external stakeholders
- Excellent problem-solving skills and ability to handle customer issues positively
- Superior time management, project management, and organizational skills
- Intermediate knowledge of Microsoft Office Suite applications
- Knowledge of EPIC and Portal would be an asset
- Ability to communicate in French would be an asset
- Working towards a CAIB 1 designation would be an asset
Benefits
- Rewarding bonuses that recognize your dedication
- Best-in-class pension and benefits
- Total reward programs
- Comprehensive mental wellness support
- Defined benefit pension plan
- 100% coverage of approved continuing education and licensing fees
- Access to learning resources, including LinkedIn Learning for professional development
- Flexible work-from-home and hybrid options
- Opportunities for advancement
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