About the role

Customer service representative handling personal-lines insurance for OTIP in Calmar. Processing policy transactions, resolving client issues, and supporting sales objectives in a hybrid call-centre environment.

Responsibilities

Direct and respond to telephone inquiries and written requests
Process changes in the computer system using proper underwriting standards and assess risk according to binding requirements
Resolve product and service problems, including clarifying complaints, determining causes, explaining solutions, expediting corrections, and following up
File insurance transaction documents and records
Maintain and update rate manuals and new coverage announcements
Maintain a comprehensive log and diary system and flag contentious issues for management discussion
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 maintaining confidentiality
Attract potential members/clients by answering product and service questions, obtaining ex-dates, and meeting or surpassing ex-date objectives
Perform other duties within competence as assigned

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