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 representative handling personal-lines insurance inquiries, policy changes, renewals, and client issues for OTIP. Hybrid role based in Thorsby, Alberta, supporting insurance products and services.
Responsibilities
- Direct or respond to telephone inquiries and written requests, processing changes in the computer system and applying underwriting standards and binding requirements
- Resolve product and service problems by clarifying complaints, determining causes, explaining solutions, expediting corrections, following up, and making recommendations to management
- File insurance transaction documents and records and maintain current rate manuals and 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 Service team members by coaching and counseling employees on alternate market availability, rules, and guidelines
- Provide quality service while adhering to customer service standards and 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
- 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 pleasantly and positively
- 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
- French communication ability is considered an asset
- Working towards a CAIB 1 designation would be considered an asset
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
- Access to learning resources, including LinkedIn Learning for professional development
- Flexible work-from-home and hybrid options
- Opportunities for advancement
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