Bilingual technical customer service agent supporting OPENLANE’s digital used - vehicle marketplace. Resolving customer issues across phone, chat, cases, Salesforce, and multiple platforms.
About the role
- Customer service representative handling insurance inquiries, underwriting changes, and client issues for OTIP Group. Completing policy transactions and supporting sales in Edmonton’s hybrid call-centre environment.
Responsibilities
- Direct and respond to telephone inquiries and written requests
- Process changes in computer systems while applying underwriting standards and assessing risk according to binding requirements
- Resolve product and service problems, clarify complaints, determine causes, explain solutions, expedite corrections, follow up on resolutions, and recommend actions to management
- File insurance transaction documents and records
- Maintain and update current rate manuals and coverage announcements for all markets
- Maintain a comprehensive log and diary system and flag contentious issues for management discussion
- Complete endorsements, renewals, rewrites, remarkets, and cancellations on applicable systems
- Review renewals from Alternate Markets Carriers and send supporting documentation to members/clients
- Coach and counsel Service team employees on alternate market availability, rules, and guidelines
- Provide quality service while protecting confidential information
- Attract potential members/clients by answering product and service questions, obtaining ex-dates, and meeting or exceeding 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 pleasantly and 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
- General call centre environment
- Must work in the office three days per week as part of the hybrid role
Benefits
- Rewarding bonuses
- 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
- LinkedIn Learning and other learning resources for professional development
- Flexible work-from-home and hybrid options
- Opportunities for advancement
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