This role offers a great opportunity for individuals from a wide range of industries with customer service experience.
Prior insurance experience is not required . OTL or RIBO licensing is considered an asset. If you are not currently licensed, you must be willing to obtain your OTL and training is provided by CAA.
What You Will Do
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Answer inbound calls from existing policyholders regarding their policy change inquiries, questions pertaining to their policy coverage, general service inquiries and completing policy billing transactions
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Send outbound correspondence to CAA Insurance policy holders, providing technical support for CAA Connect and CAA MyPace
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Assist with the collection of data for departmental reporting
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Offer support for ongoing departmental projects and initiatives
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Meet Key Performance Indicators (KPI's) including first call resolution, average call handle times and various other customer service metrics to ensure top quality service is being provided
Please note, salary range is not inclusive of total compensation. The expected salary range for this position will be impacted by factors such as the successful candidate’s skills, experience and working location, as well as the specific position’s business line, scope and level. Candidates with salary expectations outside of the range are encouraged to apply.
Who You Are
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Post-Secondary education completed, University preferred
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1-3 years of exceptional customer service experience
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Previous experience in a call centre environment
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Desire to pursue Other Than Life (OTL) license and/or Chartered Insurance Professional (CIP) designation
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Strong teamwork and analytical skills
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Excellent communication skills, both verbal and written
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OTL/RIBO licensed an asset (if you are not licensed, you must be willing to obtain your OTL, provided by CAA)
Call Centre Hours
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Monday to Thursday - 8:00am to 8:00pm
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Friday - 8:00am to 6:00pm
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Saturday (once a month) - 9:00am to 4:00pm
**You must be flexible to work various shifts within the call centre hours.
Please note that internal applicants are asked to formally express their interest by applying online no later than 10 business days of the position being posted.
Please note that we may use AI tools to help us through the recruitment process.
Disclaimer
This position is classified as hybrid, requiring a combination of remote and in-office work.
