Insurance Technical Specialist

3 weeks ago

Waterloo, Ontario, Canada OTIP RAEO Full time

About the Role

The Broker Technical Specialist is a key member of our team, responsible for providing expert technical support to our sales and servicing teams within the Orbit brokerage.

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 Orbit brokerage employees and members, performing root cause analysis and resolution.
  • Provide 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.
  • 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.

About Us

At OTIP RAEO, we believe that something special happens when employees feel valued for the work they do, supported as the people they are, and included in the very fabric of the organization. We put our people at the centre of everything we do, and we're committed to creating a diverse, equitable, and inclusive environment for all.

What We Offer

  • Best-in-class pension and benefits.
  • Total reward programs.
  • Comprehensive mental wellness supports.
  • Flexible work-from-home and hybrid options.
  • Opportunities for advancement.

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