Bilingual Analyst, Broker System Support

LOVE WHAT YOU DO

Can a 150-year-old company think outside the box? Count on it. Deep experience is our springboard for innovation, whether that’s in how we work with our broker network, how we serve our customers, or how we support our employees.

Economical is part of Definity, a Canadian, multi-channel, property and casualty insurance company whose success is founded on our family of companies’ long history of delivering a superior experience for those who count on us. We’re proud to help our customers, broker partners, employees, and communities adapt and thrive in a world of constant change. Our success in transforming into a digital leader in our industry is driven by a talented and engaged team with a passion for innovation and high performance.

In this role, you will:

• Provide centralized front line workflow and technology support to our brokers
• Interact with external and internal departments through to resolution of the request or inquiry and communicate the appropriate information to the broker
• Support the regional sales teams to drive profitable GWP growth, the national processing team to drive effective and efficient transaction processing and collaborate with peers in other service areas to deliver a consistent Broker experience

Your Responsibilities

• Problem solving:
  • Act as a front-line specialist/contact for brokers on troubleshooting and support of broker-facing and workflow solutions developed by Economical (and all noted companies).
  • Identify the source of broker issues and provide resolutions based on an in-depth knowledge of all Broker Management Systems (BMS), Commercial Management Systems (CMS), internal systems, industry tools, integration tools and the relationship between them. Create problem management tickets to escalate as required.
  • Enlist the support of their leader as a technical expert where needed.
• Training:
  • Provide effective and efficient tactical and policy level training for brokers on Economical’s systems and workflow solutions. This includes all points within a given process starting with the broker’s systems (if required) and ending with the successful resolution of the inquiry.
  • Instructing brokers on their own system setup relative to Economical, enabling the broker to subsequently use the solution/technology to enable transactions and business processes.
• Broker Access and Visibility Management:
  • Manage all access for new and existing brokers to Economical systems. This includes provisioning net new brokerages, new broker staff, completing changes and terminations, determining the appropriate level of access required, completing password resets and annual broker access audits.
  • In some cases, inquiries will require support from other departments to complete and you are accountable to ensure resolution within defined service levels and escalating to your leader if these are being breached.
• Technical Set-Ups:
  • Facilitate broker training, services and sales opportunities by completing required technical setups for brokers. This includes such things as onboarding of new brokers, changes to existing setups, introduction of new technology for all or specific brokers and establishing binders for systems training.

Your Skills and Experience

• University degree in any discipline or a college diploma in a relevant discipline or CIP designation.
• Minimum of 2 years in the property and casualty industry. Preference will be given to applicants with prior knowledge and understanding of broker workflows, operations and technology.
• Candidates must be fully bilingual (English/French).
• Proficient in MS Word, Excel and PowerPoint.
• Exceptional customer service, verbal and written communication skills.
• Self-starter who remains focused under pressure, can successfully multi-task, work to tight deadlines, be decisive and see beyond what is presented to them to bring new views into current thinking.
• Team player adaptable to a changing environment
• Preference given to candidates with prior call centre experience.

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).