Insurance Technical Specialist

1 week ago

Kitchener, Ontario, Canada OTIP RAEO Full time

About the Role:

The Insurance Technical Specialist will play a critical role in providing expert support to the sales and servicing teams within the OTIP RAEO brokerage. This position requires a strong understanding of property and casualty insurance, as well as excellent communication and problem-solving skills.

Key Responsibilities:

  • Provide product and technical expertise to team members, including feedback, clarification, and direction on procedural, technical, administrative, and systems issues.
  • Investigate complex issues from all OTIP RAEO employees and members, performing root cause analysis and resolution.
  • Offer one-on-one coaching support in file management, complex member issues, including remarkets, and technical support.
  • Work with insurance carriers as a technical liaison to clarify escalated technical coverage information related to claims and coverage.
  • Engage with insurance carriers, vendor partners, and Technology Enablement to troubleshoot issues with applications/systems.
  • Investigate and respond to written, telephone, and walk-in complaints from members regarding coverage, claims, and service, and document outcomes for future reference.
  • Develop and document formal processes to create various administrative resource materials for the brokerage.
  • Recommend and implement changes in processes working with management, carrier partners, and the Quality and Training Team.
  • Collaborate and participate with the Training team to ensure a seamless onboarding process for new hires, providing clear expectations, guidance, and support.
  • Participate in User Acceptance Testing for systems changes.
  • Work as an Epic Super User to support and provide guidance to enhance efficiency in the teams.
  • Continue to provide member support through outbound initiatives, including carrier changes, dislocation, and exception reports.
  • Provide support as a secondary agent on the broker service queue to stabilize service levels.
  • Provide information and respond to inquiries from all departments, including back-end support to Managers.

Requirements:

  • A RIBO, and/or AIC, and/or AMF license. Additional licensing may be required.
  • Other national licensing is considered an asset.
  • A college diploma or equivalent insurance industry designation.
  • Post-secondary training in insurance-related courses such as CAIB, CIP.
  • Minimum of three years' experience in property and casualty insurance.
  • Strong knowledge of insurance carrier portals and BMS.
  • The demonstrated ability to provide outstanding service in an accurate and efficient manner.
  • Exceptional communication skills and the demonstrated ability to deal effectively with all levels of internal and external stakeholders.
  • Superior time management and organizational skills to manage competing priorities.
  • Intermediate knowledge of Microsoft Office Suite applications.
  • The ability to communicate in French will be considered an asset.

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