Customer Service Representative

GROUP OF COMPANIES

. Direct or respond to telephone inquiries and written requests .

Posted 10/10/2026full-timeThorsby • 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 automobile and property insurance, while providing exceptional customer service and effective communication. Proficient in managing underwriting standards, processing transactions, and resolving client issues efficiently.

Highest-signal resume keywords

AIC LicensePersonal Lines Insurance ExperienceMicrosoft Office SuiteProblem-Solving SkillsCommunication Skills

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Underwriting StandardsInsurance Transaction ProcessingEndorsements and RenewalsRisk AssessmentRate Manual Maintenance

Soft Skills

Time ManagementProject ManagementOrganizational SkillsCustomer ServiceCoaching and Counseling

Tools & Technologies

EPICPortal

Certifications & Qualifications

AIC LicenseCAIB 1 Designation

Industry Keywords

Automobile InsuranceProperty InsuranceAlternate MarketsInsurance ComplianceClient Relationship Management

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, 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

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 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

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
LinkedIn Learning and other professional development resources
Flexible work-from-home and hybrid options
Opportunities for advancement