Customer Service Representative

GROUP OF COMPANIES

. Direct or respond to telephone inquiries and written requests .

Posted 10/10/2026full-timeEdmonton • CanadaMid-LevelSenior💰 CA$52,454 - CA$72,096 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in personal lines insurance, including underwriting standards and risk assessment, while providing exceptional customer service and maintaining confidentiality. Proficient in managing customer inquiries and resolving issues effectively, with strong organizational and time management skills.

Highest-signal resume keywords

AIC LicensePersonal Lines Insurance ExperienceExceptional Communication SkillsProblem-Solving SkillsMicrosoft Office Suite Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Underwriting StandardsRisk AssessmentInsurance Transaction ProcessingEndorsements and RenewalsProject Management

Soft Skills

Customer ServiceTime ManagementOrganizational SkillsCoaching and CounselingPositive Communication

Tools & Technologies

EPICPortalMicrosoft Office Suite

Certifications & Qualifications

AIC LicenseCAIB 1 Designation (Working Towards)

Industry Keywords

Personal LinesAutomobile InsuranceProperty InsuranceCustomer Complaints ResolutionRate Manuals

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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