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 insurance inquiries, underwriting, renewals, and client service for OTIP Group. Supporting members while managing endorsements, risk assessments, and alternate-market transactions.
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, including clarifying complaints, determining causes, explaining solutions, expediting corrections, following up, and making recommendations to management
- File documents and records of insurance transactions
- Maintain and update current rate manuals for all markets, including new coverage announcements
- 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
- 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 and ability to handle customer issues in a pleasant and positive manner
- Superior time management, project management and organizational skills to manage competing priorities
- 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
- LinkedIn Learning and other professional development resources
- Flexible work-from-home and hybrid options
- Opportunities for advancement
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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.
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