Insurance Technical Specialist

1 week 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 product and technical support to all sales and servicing teams within the Orbit brokerage.

Reporting to the Shared Services Manager, the core parts of your role will be to:

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

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