Insurance Technical Support Specialist

4 weeks ago

Waterloo, Ontario, Canada OTIP RAEO Full time

About the Role

The Broker Technical Specialist is a key member of the OTIP Group of Companies (OGC) team, responsible for providing expert technical support to sales and servicing teams within the Orbit brokerage.

Reporting to the Shared Services Manager, the core responsibilities of this role include:

  • Providing product and technical expertise to team members through feedback, clarification, and direction on procedural, technical, administrative, and systems issues.
  • Investigating complex issues from all Orbit brokerage employees and members, performing root cause analysis and resolution.
  • Providing one-on-one coaching support in file management, complex member issues, including remarkets, and technical support.
  • Working with insurance carriers as a technical liaison to clarify escalated technical coverage information related to claims and coverage.
  • Engaging with insurance carriers, vendor partners, and Technology Enablement to troubleshoot issues with applications/systems.
  • Investigating and responding to written, telephone, and walk-in complaints from members regarding coverage, claims, and service, and documenting outcomes for future reference.
  • Developing and documenting formal processes to create administrative resource materials for the brokerage, including templates in Word and Excel to standardize processes.
  • Recommending and implementing changes in processes, working with management, carrier partners, and the Quality and Training Team.
  • Collaborating with the Training team to ensure a seamless onboarding process for new hires, providing clear expectations, guidance, and support.
  • Participating in User Acceptance Testing for systems changes.
  • Working as an Epic Super User to support and provide guidance to enhance efficiency in the teams.
  • Providing member support through outbound initiatives, including carrier changes, dislocation, and exception reports.
  • Providing support as a secondary agent on the broker service queue to stabilize service levels.
  • Providing information and responding to inquiries from all departments, including back-end support to Managers.

Requirements

To be successful in this role, you will require:

  • 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.

About OTIP RAEO

OTIP RAEO is a company that values its employees and strives to create an accessible and inclusive work environment. We believe that our employees are our greatest asset and are committed to providing them with the tools and resources they need to succeed.

We offer a comprehensive benefits package, including best-in-class pension and benefits, total reward programs, and comprehensive mental wellness supports. We also provide opportunities for professional development and advancement, as well as a collaborative and dynamic work environment.

If you are interested in this opportunity, please apply online. We look forward to hearing from you.

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