We offer a flexible, hybrid work experience where employees work from the office and virtually depending on the type of work they are doing and who they are working with. Bring your true self and be a part of our journey. It’s better here.
Job Summary
Reporting to a Team Leader, Broker Services, this role is accountable for delivering superior customer service when assisting Brokers with Guidewire related inquiries, assisting them with system support and workflow advice surrounding binding, issuing a new policy, policy changes etc. You will also handle general inquiries related to Personal products, pricing, underwriting appetite, and billing inquiries.
You will provide education and coaching to brokers on how to process changes, and where to find relevant documentation for future support. You will also be required to process transactions not enabled by broker self-service functionality, including but not limited to new business, policy changes, cancellations etc., in accordance with underwriting guidelines and authority, and be required to review and assess risk for acceptability in lower complex scenarios.
You will ensure adherence to underwriting guidelines and authority on all inquiries and transactions and will be required to consult with appropriate escalation contacts on inquiries and transactions outside of established authority levels. Upon acknowledgement that a scenario requires further escalation, you would proceed with referral to the appropriate team/authority levels, ensuring you have gathered all pertinent information, and have supported your referral with a well-documented business case, including your recommendation and proposed terms.
Note : This role will support our National Broker Services hours of operation of 7:30 AM to 6:30 PM EST. You will be on a rotating schedule with shifts starting between 7:30 AM to 10:30 AM EST.
Key Accountabilities:
Broker Inquires
Handles general incoming broker inquiries and requests via phone and email interactions pertaining to underwriting, billing, products, and pricing. Support Brokers as they navigate changes by reinforcing messages and providing guidance where appropriate. Provide brokers with educational step-by-step overviews while thoroughly explaining changes. Potential inquiries may include Guidewire support, workflow support, navigating workflows surrounding binding & issuing a new policy, policy change etc.
Transaction Processing
Process transactions not enabled by broker self-service functionality, including but not limited to new business, policy changes, cancellations etc., in accordance with underwriting guidelines and authority that meet all efficiency and quality standards. Critical measure of this role will be efficiency in processing without diminishing quality.
I ntake/Triage
Reviews incoming emails/cases in electronic format to identify risk types.
Completes categorization of cases in the case management system for multiple case transactions, enabling routing to the appropriate team.
Updates existing cases in the policy case management system when additional information is received from the Broker.
EXPERIENCE
- P&C Insurance / underwriting experience preferred
- Univ. Degree /College diploma or equivalent experience
- CIP / working towards designation preferred
- Knowledge of Economical's Personal Product offerings and Guidewire an asset
SPECIALIZED KNOWLEDGE/SKILLS
- Insurance / underwriting knowledge
- Billing skills
- Customer service focused with a positive helpful attitude
- Excellent people skills
- Strong verbal and written communication skills
- Ability to coach and provide guidance to others
- Ability to solve problems Strong organizational and time management skills
Salary range is: $43,700 - $80,500
Interested in this role, but don’t meet every requirement? We encourage you to apply! We know from experience that a candidate doesn’t need 100% of the qualifications listed to bring incredible value to our team. We’re actively seeking diverse backgrounds and perspectives to help us make insurance better. At Definity, inclusion, diversity, and equity aren’t just “nice to have” — they’re essential to our success.
What’s in it for you?
- Hybrid work schedule for most roles
- Company share ownership program
- Pension and savings programs, with company-matched RRSP contributions
- Paid volunteer days and company matching on charitable donations
- Educational resources, tuition assistance, and paid time off to study for exams
- Focus on inclusion with employee groups, support for gender affirmation surgery, access to BIPOC counsellors, access to programs for working parents
- Wellness and recognition programs
- Discounts on products and services
Actual salary for the role may vary depending on work location of the successful candidate and other factors including but not limited to, skills, education, experience, working conditions and the local labour market. In addition to base pay, eligible employees may participate in various incentive plans which are paid out at the discretion of the company and subject to individual and company performance.
Go ahead and expect a lot — you deserve it.
It’s better here — but don’t take our word for it. Definity was named by Great Place to Work ® as one of the Best Workplaces™ in Canada for women, for youth, and for inclusion.
Our inclusive work environment welcomes diversity and supports accessibility. If you require accommodation at any time during the recruitment process, please let us know by contacting [email protected] .
Background checks
This role requires successful clearance of background checks (including criminal checks and leadership references).
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