Broker Billing Specialist

Job Responsibility:

Date: May 9, 2024

Location: Winnipeg, MB (Hybrid), CA Wawanesa, MB (Hybrid), CA

Company: Wawanesa Insurance

Job ID: 8029

Working Business Language : English.

Salary: At Wawanesa, salary is only one component of a holistic, comprehensive and competitive offering that we provide to our employees. In addition to salary, full-time and part-time permanent employees are eligible for an annual bonus plan, leave of absence top-up programs and provided with generous vacation time, personal days, premium free benefits and pension plan.

The salary offered for this role is determined with consideration to various factors, including but not limited to: your work location, local labour market conditions, external market salary data, internal pay equity and the knowledge, skills, experience and anticipated proficiency in the role. The salary offered is estimated to be within the following range: $45,000 - $55,000. Candidates with salary expectations outside of the range are still encouraged to apply.

About Us At Wawanesa, we're proud to offer a hybrid work environment that offers flexibility to our employees in balancing in-office (2 days per week OR 15 hours per week in a Wawanesa office) and remote work. You may work from any of the following locations: Winnipeg, MB; Wawanesa, MB;

The Wawanesa Mutual Insurance Company (“Wawanesa Mutual”), founded in 1896, is one of Canada's largest mutual insurers, with over $3.5 billion in annual revenue and assets of $10 billion (CAD). Wawanesa Mutual, with its National Headquarters in Winnipeg, is the parent company of Wawanesa Life, which provides life insurance products and services throughout Canada, and Western Financial Group, which distributes personal and business insurance across Canada. Wawanesa proudly serves more than 1.7 million members in Canada, and we are home to more than 3,600 employees distributed across the Canadian regions and communities where we operate. We give back to organizations that strengthen communities, donating more than $3.5 million annually to charitable organizations, including over $2 million annually in support of people on the front lines of climate change. To learn more visit wawanesa.com.

We are currently looking for dedicated, driven, and enthusiastic individuals who thrive in an environment that welcomes change and are looking for an opportunity for diverse experience and advancement on a growing team.

Job Overview

Under direct moderate supervision, this job contributes to Wawanesa's success by acting as the primary point of contact for brokers and policy holders through Inbound Calls with billing and payment related inquiries.

Job Responsibilities

• Maintain a high degree of customer service for all support queries ensuring expectations are managed appropriately.
• Answer customer phone inquiries via inbound calls and coordinate closely with different internal departments such as Underwriting and Remittance Processing Department.
• Complete an outbound call to provide updates or to confirm and/or secure additional information to address pending requests.
• Conduct an investigation to reconcile complex billing and payments inquiries.
• Analyze and provide all available options or solutions to any billing or payment related concerns to ensure a policy remains in good standing.
• Navigate multiple systems and applications including but not limited to: Guidewire PolicyCenter, Guidewire BillingCenter, JIRA Service Desk, Broker Platform, BluePass, SharePoint, Avaya One-X, MS Teams, Microsoft Office Suite.
• Strive to achieve First Call Resolution whenever the circumstance allows for it.
• Process Withdrawal Date and Payment Plan changes for eligible policies.
• Assess the need to process Hold Cancellation and Exit Delinquency to avoid policy cancellation.
• Complete Move Payment requests.
• Set-up Recollection for missed payments for Monthly Automated Chequing policies.
• Process Payment Deferral requests.
• Complete Equalizing Scheduled Withdrawals for Monthly Automated Chequing policies.
• Reprint Statement of Account or Automated Recurring Payment Notice.
• Act as liaison for refund re-issue and credit card payment reversal requests.
• Assist with refund status inquiries and conduct payment traces.
• Provide support for BluePass-related inquiries for bank update and withdrawal date change.
• Respond to email inquiries within service levels.
• Determine the need to redirect requests to appropriate party when identified as out of scope.
• Establish and maintain good working relationships with Underwriting and Remittance Processing Department.
• Perform other duties as assigned.

Qualifications

• At least 2 years relevant experience in a fast-paced customer service-focused/Insurance Industry/Contact Centre/Billing Environment.
• Bilingual in English and French is an asset.
• High school diploma or equivalent required, post-secondary degree is preferred.
• CIP or actively pursuing CIP is an asset.
• Must have experience with high call volume Contact Centre.
• Adept Math skills with abilities to analyze complex billing and payment information and draw out conclusions.
• Proficient computer skills including Microsoft Office (Outlook/Excel/Word/Teams).
• Exposure with Genesys Cloud system is an advantage.
• Excellent customer service skills with effective verbal and written communication skills.
• Excellent customer service skills by providing friendly and respectful service.
• Experienced with providing timely problem solving.
• Experienced with handling difficult conversations.
• Strong attention to details, ability to express ideas clearly and asks probing questions appropriately.
• Strong organization skills by prioritizing and reprioritizing tasks appropriately and the ability to multi-task.
• Ability to work in collaboration with other team members, sharing knowledge and knowhow.
Ability to work in shifts.

Wawanesa is proud to be one of Manitoba's Top Employers , a Kincentric Best Employer in Canada and a Forbes Best Employer in Canada recognizing an exceptional place to work! Diversity, Equity & Inclusion Wawanesa is an equal opportunity employer and is committed to fostering a diverse workforce that is equitable and inclusive for all. Wawanesa provides equal employment opportunity to all employees and applicants without regard to an individual's protected status: race/ethnicity, colour, religion, creed, sex or gender, sexual orientation, gender identity or expression, family or marital status, pregnancy/childbirth or related conditions, national origin, disability, military or veteran status, or any other protected status. Disability or medical-related accommodations are available upon request throughout all aspects of the recruitment and selection process. Candidates requiring reasonable accommodations may contact, in confidence, View email address on ca.edajobs.com.

If you are interested in this exciting, challenging position with Wawanesa, apply today with your Resume.

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