Service Center Representative

Role overview Serve as a primary contact for people seeking help with insurance policies and related services. This remote, multi-channel role focuses on inbound phone support, with additional email and chat work, and combines customer guidance, account servicing, and coordination with internal teams.

Responsibilities - Respond to questions about coverage, policy terms, billing, payments, complaints, and online account access. - Process policy changes and payment-related requests, update customer records, and document each interaction accurately. - Explain available options and help customers use online and self-service tools. - Handle sensitive conversations with care, including situations involving grief or distress; resolve requests at first contact when possible. - Research complex issues and coordinate with other teams, then follow up with customers as needed. - Meet service quality, accuracy, productivity, customer satisfaction, and scheduled-shift expectations; contribute to team improvement and support colleagues when required.

Requirements - 3–5 years of customer service experience and a strong commitment to responsive, accurate support. - Ability to work in a fast-paced, high-volume inbound phone environment and meet performance targets. - Clear verbal and written communication skills, including the ability to explain insurance concepts to people with varied backgrounds. - Empathy, patience, sound judgment, and professionalism when handling complex or emotionally difficult situations. - Strong computer skills, with the ability to work across multiple customer service systems and learn new tools quickly.

Nice to have - Experience in an inbound contact center or financial services setting.

Benefits and work setup - Fully remote within the province where the employee resides; work follows a scheduled shift and includes training and ongoing coaching. - Benefits described in the listing include health, dental and well-being coverage, retirement contributions, paid vacation, learning opportunities, and a paid volunteer day. Some offerings may depend on employment status.