Customer Service Agent supporting hotel guests with inquiries, bookings, changes, and cancellations. Identifying upgrades and promotions while delivering contact - center services for hospitality brands.
About the role
- Customer Service Representative handling personal lines, automobile, and property insurance inquiries for OTIP Group of Companies. Resolving client issues, processing policy changes, and supporting sales objectives.
Responsibilities
- Direct or respond to telephone inquiries and written requests
- Process changes directly into the computer system
- Apply proper underwriting standards and assess risk according to binding requirements
- Resolve product and service problems and customer complaints
- Determine causes, explain solutions, expedite corrections, and follow up to ensure resolution
- 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
- Review and flag contentious issues for management discussion
- Complete endorsements, renewals, rewrites, remarkets, and cancellations
- Review renewals from Alternate Markets Carriers and send supporting documentation
- Assist, coach, and counsel other Service team members on alternate market availability, rules, and guidelines
- Provide quality service while adhering to customer service standards and maintaining confidentiality
- 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
- An AIC license is required (level one)
- 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
- Ability to handle customer issues in a pleasant and positive manner
- 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 is considered an asset
- Working towards a CAIB 1 designation would be considered an asset
Benefits
- Rewarding bonuses
- Defined benefit pension plan
- Best-in-class benefits
- Total reward programs
- Comprehensive mental wellness support
- 100% coverage of approved continuing education and licensing fees
- Access to learning resources, including LinkedIn Learning
- Flexible work-from-home and hybrid options
- Opportunities for advancement
- Accessible and inclusive work environment
- Disability accommodations during recruitment and selection
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Customer Service Representative handling insurance inquiries, underwriting, renewals, and client service for OTIP Group. Supporting members while managing endorsements, risk assessments, and alternate - market transactions.
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