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Specialist, Underwriting Operations

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

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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
Supports questions and referrals from our front line teams and provides real-time instruction to enable staff to apply processes, technology and underwriting guidelines in the context of the work being performed. Provides direction and guidance to enhance individual decision-making skill, increase employee confidence and improve productivity.  Shares newly learned information with leaders and trainers to incorporate into team meetings, training content and the Knowledge Base. Where knowledge gaps are identified, the Specialist will help develop job aids or communications as required to enhance skills and knowledge. Provides input to improve processes, training and communications.

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

What 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.

We also take potential into consideration. If you don’t have this exact experience, but you know you have what it takes, be sure to give us more insight through your application and cover letter.

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 on products and services

Our inclusive work environment welcomes diversity and supports accessibility. If you require accommodation at any time during the recruitment process, please let us know by contacting: [email protected]

Background checks
This role requires successful clearance of a background check (including criminal checks and leadership references).


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