Specialist, Underwriting Operations

**Specialist, Underwriting Operations**:
Job ID : 6174
Category:
Brand : Economical
Regular/Temporary : Regular
Fulltime/Parttime : Full Time
Location : Ottawa, Canada

The Specialist will help develop the capability of staff across the Broker Assist Centre through peer coaching and feedback on referrals. The Specialist will coach frontline teams on how to resolve issues on their own without escalation. They will also identify trends in issues being escalated and provide recommendations to the Leadership team on ways to address frequent issues.

The Specialist will be required to make individual policy level decisions, within their authority level and defined decision framework, that will enable profitable growth and align with the strategic direction of Personal Insurance. Upon acknowledgement that a scenario requires further escalation, the Specialist would proceed with referral to the appropriate team, ensuring they have gathered all pertinent information, and have supported their referral with a well-documented business case, including their recommendation and proposed terms.

In order to drive efficiency in the Broker Assist Centre operations, Specialists will develop skills in multiple facets of service such as underwriting, billing, and systems. Based on capacity and knowledge, Specialists will also be required to support other areas that are experiencing higher demands within the Broker Assist Centre or outside of the department.

**Technical and Customer Service Coaching**

**Service Escalation Handling and Broker Communications**

Receives and reviews escalated broker requests and applies appropriate tactics, knowledge and underwriting authority to satisfy escalations. Examples may include providing rationale for declining a quote / new business/request to reinstate or pricing changes upon renewals. Post escalation, advises brokers of outcome of inquiry or request status. Uses superior customer service skills, including ability to de-escalate, guide & support brokers & third party stakeholders. Recognizes situations where an exception business case should be developed for consideration, keeping within our regulatory environment and balancing the relationship and needs of the broker, the customer and our corporate goals including growth and profitability. Creation of the business case, decision making within the Specialist authority limits and communication of the results.

**Ombuds Complaints**

Receives and reviews customer complaints escalated through the Ombuds office and our front line team and applies appropriate tactics, knowledge and authority to satisfy and respond to the Inquiry within defined timelines. Examples may include providing rationale for non-renewing /cancelling a risk or pricing changes upon renewals.

1) Serve as primary intake function for complaints raised through the Ombuds office and are accountable for working through the complaints in accordance with Economical's complaint handling protocol

2) Thoroughly review the case and gather additional details through relevant stakeholders (broker, customer, etc)

3) Identify potential resolution and provide a written position letter to the insured

**W**hat do you bring to the role?**
- University degree, College diploma and/or CIP designation
- 4-6 years’ experience in the P & C industry with a minimum of 2 years on the company side
- Previous experience in a customer service resolution/escalation role will be considered an asset
- Excellent degree of knowledge of Economical's Personal Insurance products and coverages.
- Full understanding of Economical's Personal Insurance product manuals and underwriting concepts.
- A sound working knowledge of Guidewire Policy Centre and Billing Centre.
- Excellent communication and people skills
- Strong motivational and problem-solving skills
- Attentive listener with the ability to anticipate and understand the customer's needs
- Successfully maneuvers difficult conversations with ease while exercising empathy, patience, professionalism and the use of positive language.
- Goal oriented focus, persuasion skills, tenacity
- Demonstrates accountability to provide resolution
- Service Focused with a positive helpful attitude
- Bilingual (English & French) would be an asset.

**_Please Note: _**_This role will support our Broker Assist Centre hours of operation which are: 7:30 am to 6:30 pm. Your core hours will fall within this range._

**Go ahead and expect a lot — you deserve it, and we’ve got it**:

- Hybrid work schedule for most roles
- Company share ownership program
- Pension and savings programs, with company-matched RRSP contributions
- Paid volunteer days and company matching on charitable donations
- Educational resources, tuition assistance, and paid time off to study for exams
- Focus on inclusion with employee groups, support for gender affirmation surgery, access to BIPOC counsellors, access to programs for working parents
- Wellness and recognition programs
- Discounts o