Job Description

The Operations Support Specialist plays a key role in supporting the daily operations of the claims, customer service, Broker and Dealer support departments. This position ensures timely, accurate, and consistent handling of client and broker inquiries, claims documentation, and policy servicing tasks for specialty insurance products. The Operations Support Specialist also supports the Business Development team by assisting our external partners through product training, addressing inquiries and attending external meetings and events. Internally, the Operations Support Specialist manages key workflows and acts as a mentor to claims and support staff to ensure the highest level of customer service is maintained. The ideal candidate is detail-oriented, process-driven, and comfortable working in a fast-paced environment where accuracy and empathy are equally important.

Responsibilities:

• Claims Management: Assist and oversee the intake, documentation, and setup of new claims for specialty insurance products, ensuring completeness, accuracy, and policy eligibility.
• Liaise with clients, brokers, lenders, dealerships and other external partners to collect required information and resolve documentation issues.
• Maintain and update claim files in the internal system, ensuring compliance with company and regulatory requirements, and prepare settlement summaries, correspondence, and other claim documentation.
• Respond to client and broker inquiries regarding policy coverage, claim status, and document requests via email and phone.
• Provide administrative support for policy changes, cancellations, and reinstatements.
• Oversee premium finance operations by managing and streamlining premium finance processes, ensuring accurate setup, compliance, and effective coordination with internal teams and external partners.
• Track and report on claims service metrics and client feedback to identify trends and opportunities for improvement.
• Coordinate with internal departments to ensure smooth workflows, compliance and data integrity.
• Contribute to the ongoing refinement of operational processes, workflows and documentation standards.
• Proactively identify opportunities for operational improvements to enhance the overall customer experience.
• Provide exceptional customer service and support to our partners, ensuring a high standard of responsiveness and professionalism.
• Other duties as assigned

Position duties and description may change based on business needs and strategic priorities.

Competencies:

• High degree of professionalism and integrity.

• Strong organizational skills

• Excellent communication and interpersonal skills.

• Self-motivated and able to work independently, and an excellent problem solver.

Your Qualifications:

• Minimum of 3-5 years of experience working in insurance operations, claims or customer service, with knowledge of specialty insurance products and claims workflows.
• Previous experience in Insurance or strong business background is an asset.
• Level 2 Insurance or higher License designation is a requirement.
• Post-secondary education in a business-related field is an asset.
• Knowledge of Excel, Word, PowerPoint, and Outlook.
• Knowledge of Applied Epic or other BMS system an asset.
• A valid driver's license and dedicated access to a reliable vehicle is required.

This role follows a hybrid model (combination of in-office and work from home) and may require attending events or meetings outside of the office on occasion. This role could include travel within the province or throughout Canada and may include shifts in the evening or weekend.

Job Tags

Similar Jobs