Customer Service Manager leading teams, KPIs, and order - to - cash improvements. Supporting Prollenium’s Canadian medical - device and dermal - filler operations.
About the role
- Partner Support Representative resolving complex policy and commission questions for Optiom’s broker network. Supporting specialty vehicle insurance partners through high-touch service and multiple systems.
Responsibilities
- Serve as a key point of contact for broker partners and policyholders
- Resolve complex partner and policyholder issues
- Explain policy details and commission structures in clear, plain language
- Navigate multiple systems while supporting partners in real time
- Deliver a high-touch service experience that strengthens partner relationships
- Ask follow-up questions, investigate underlying issues, and identify clear solutions
- Make decisions within established guidelines and take issues through to resolution
- Balance partner needs, client experience, and underwriting guidelines
Requirements
- 1+ years of customer service or partner support experience, ideally in insurance or financial services
- Clear communication skills to explain complex policy details, commission calculations, and program rules in plain language
- Empathy under pressure and ability to remain steady and professional during difficult conversations
- Critical thinking and ability to ask follow-up questions and weigh partner needs, client experience, and underwriting guidelines
- Ability to navigate multiple systems simultaneously, track open issues, troubleshoot, and learn new platforms quickly
- Independent judgment and ownership within established guidelines
- Professional, responsive, white-glove service mindset
- Active General Level 1 Insurance Licence already in hand (bonus)
- Bilingual in English and Mandarin, Punjabi, or French (bonus)
- Direct experience supporting broker partners with quoting, binding, policy maintenance, or commission inquiries (bonus)
- Experience in a multi-system environment (bonus)
- Track record of de-escalating tough conversations (bonus)
Benefits
- Backed by Aviva Canada — enterprise-level resources in an entrepreneurial setting
- Employer-supported certification — exam fees and continuing education for role-relevant credentials covered
- Hybrid model — Calgary, AB, 3 days a week in office
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Degree requirement
No Education Requirement
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