Support Rep, Pl

2 weeks ago

Vancouver, Canada Co-operators General Insurance Company Full time

Company: CGIC

Department: Advisor Support Centre

Employment Type: Regular Full-Time

Work Model: Remote-Based

Language: Bilingualism in English and French is required.

**The Opportunity**:
We are a leading Canadian financial services co-operative committed to being a catalyst for a sustainable and resilient society and our team is essential to deliver on this strategy. That’s why we prioritize our people, to ensure we provide a strong culture and development opportunities which enables our team to thrive and to live our purpose. The best part is that you will work with people that care passionately about you, our clients, and our communities.

As a Personal Lines Support Representative, you will be responsible for providing assistance and guidance to Retail Sales staff regarding home and auto insurance products. You will assist with front line underwriting and make recommendations on applicable coverages within risk selection guidelines.

**How you will create impact**:

- Answer and effectively handle inbound calls in a timely manner to ensure performance benchmarks are met.
- Maintain knowledge of current guidelines and processes.
- Answer general questions and offer guidance to retail sales staff/employees regarding home and auto insurance products.
- Assist in the navigation and interpretation of the risk selection manual, policy wordings, endorsements, coverages, exclusions, MVR results, Autoplus reports, and claims history.
- Complete accurate documentation of interactions with callers.
- Provide support to internal business partners with off-queue work, as required.
- Assist in the mentoring and peer advising within the department.

**How you will succeed**:

- You leverage critical thinking skills to identify problems and proactively propose solutions.
- Your strong communication skills allow you to clearly convey messages.
- You’re an effective team player who shares knowledge to support your peers.
- You influence change and are committed to continuous improvement, in order to exceed client expectations.

**To join our team**:

- You have two years of experience in front lines sales and service of P&C products or underwriting.
- You have working knowledge of personal lines policy wordings, endorsements, underwriting manuals, tools, products, and systems.
- You have a strong understanding of insurance concepts, risk assessments, and industry regulatory issues.
- You have a post-secondary education.
- You have or are actively working towards the Chartered Insurance Professional (CIP) designation.
- This position primarily works with majority non-francophone groups, and teams located outside of Québec, and requires proficiency in English. The essential non-French duties are not assignable to adjacent or other team members.

**What you need to know**:

- This role supports certain tasks in a contact center environment where a high level of audio and visual concentration is required for extended periods of time.
- Extended work hours, including evenings and weekends, may be required.
- Rotational shifts outside of standard business hours, Monday through Friday 8am to 8pm EST.
- This role provides support to internal staff in retail sales.

IN-DNI

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