Billing Support Representative

Definity is the parent company to some of Canada’s most long-standing and innovative insurance brands, including Economical Insurance, Sonnet Insurance, Family Insurance Solutions, and Petline Insurance. Our ambition is to be one of Canada’s leading and most innovative property and casualty insurers. We can’t do that without our people, so we embrace and encourage a culture that’s collaborative, ambitious, rewarding, and empowering.

We offer a flexible, hybrid work experience where employees work from the office and virtually depending on the type of work they are doing and who they are working with. Bring your true self and be a part of our journey. It’s better here.

The Billing Support Representative is responsible for handling Agency Bill and commission inquiries from our brokers and managing an assigned Agency Bill broker portfolio. The successful candidate supports our strategy and works to provide a consistent customer experience to both internal and external customers

What can you expect in this role?

• Manage Agency Bill business including payment management, statement keying and reconciliations
• Support inquiries through various channels (phone, email) pertaining to pricing, billing and payments in an efficient manner using their knowledge and decision-making authority to effectively resolve broker inquiries in a single contact
• Manage broker related commission inquiries
• Influencing customer loyalty with professionalism and courtesy to resolve issues
• The BSR manages inbound and outbound calls to internal and external customers regarding broker bill processes in a contact centre environment to established service level targets
• Responsible for maintaining accurate and detailed financial records according to alignment with the strategic direction of Finance

What do you bring to the role?

• University degree or college diploma with accounting background preferred
• Excellent keyboarding skills
• Demonstrates professionalism, courteous in all interactions and remains calm under pressure
• Strong verbal and written communication skills.
• Responsible for maintaining accurate and detailed financial records according to company procedure
• Excellent organizational, time management and analytical skills and attention to detail are critical in this role.
• Works well independently and in a team environment and manages effectively in a fast-paced environment
• Demonstrates accountability to provide resolution 
• French bilingualism is preferred

Salary range is $41,400 - $76,200.

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Interested in this role, but don't meet every requirement? We encourage you to apply! We know from experience that a candidate doesn't need 100% of the qualifications listed to bring incredible value to our team. We're actively seeking diverse backgrounds and perspectives to help us make insurance better. At Definity, inclusion, diversity, and equity aren't just "nice to have" — they're essential to our success.

What's in it for you?

• 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

Actual salary for the role may vary depending on work location of the successful candidate and other factors including but not limited to, skills, education, experience, working conditions and the local labour market.  In addition to base pay, eligible employees may participate in various incentive plans which are paid out at the discretion of the company and subject to individual and company performance.

Go ahead and expect a lot — you deserve it.
It's better here — but don't take our word for it. Definity was named by Great Place to Work® as one of the Best Workplaces™ in Canada for women, for youth, and for inclusion.

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 background checks (including criminal checks and leadership references).

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