Job Summary This role is accountable for delivering superior service when assisting Brokers with Vyne related inquiries, providing system support and workflow advice surrounding binding, issuing new policies and creating policy changes, etc. They will also handle general inquiries related to PI products, pricing, underwriting and billing appetite. Insurance Representatives will provide education and coaching to brokers on “how to” process changes where to find relevant documentation for future support and processing transactions not enabled by broker self-service functionality, including but not limited to e.g. new business, policy changes, cancellations etc.). An Insurance Representative must work in accordance with underwriting guidelines and authority and will be required to review and assess risk for acceptability in lower complex transactions / scenarios. They will ensure adherence to underwriting guidelines and authority on all inquiries and transactions and will be required to escalate higher complexity cases and consult with the appropriate escalation level; either Advisors or Specialists on inquiries and transactions outside of established authority levels. Upon acknowledgement that a scenario requires further escalation, they would proceed with referral to the appropriate levels, ensuring they have gathered all pertinent information, and have supported their referral with a well-documented business case, including their recommendation and proposed terms. Key Accountabilities:
Broker Inquires – 50%
Handles general incoming broker inquiries and requests for Vyne support and workflow advice. Support Brokers as they navigate changes by reinforcing messages and providing guidance where appropriate. Provide brokers with educational step-by-step overviews while thoroughly explaining changes. Potential inquiries may include Guidewire and workflow support, navigating workflows surrounding binding and issuing a new policy, policy change etc.
Transaction Processing – 40%
Process transactions not enabled by broker self-service functionality, including but not limited to new business, policy changes, cancellations etc., in accordance with underwriting guidelines and authority that meet all efficiency and quality standards. For example, a critical measure of this role will be efficiency in processing without diminishing quality.
Intake/Triage – 10%
Reviews incoming emails/cases in electronic format to identify risk types. Completes categorization of cases in the policy case management system (including the correct identification of Broker codes) for multiple case transactions, enabling routing to the appropriate team. Updates existing cases in the policy case management system when additional information is received from the Broker.
Specialized Knowledge/Skills
- Insurance / underwriting knowledge
- Customer service focused with a positive helpful attitude
- Excellent people skills
- Strong verbal and written communication skills
- Ability to coach and provide guidance to others
- Ability to solve problems
- Strong organizational and time management skills
Problem Solving
Problem solving is an essential component of work for an Insurance Representative. One must be able to work within the outlined standard practices and procedures.
Education/Experience
- Insurance / underwriting experience preferred
- Bilingualism English and French is a must
- Univ. Degree /College diploma or equivalent experience
- CIP / working towards designation preferred
- Knowledge of Economical's PI offerings and Guidewire an asset
High degree of proficiency with English and French required to service customers, both internal to the company and external, across Canada.
Salary Range: $43,700 - $80,500
