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Overview Job Overview : Under direct moderate supervision, this job contributes to Wawanesas success by acting as the primary point of contact for brokers and policy holders through inbound calls with billing and payment related inquiries. Responsibilities Deliver exceptional customer service by responding to inbound inquiries, investigating complex billing issues, and providing clear solutions to keep policies in good standing. Collaborate closely with internal departmentsincluding Underwriting and Remittance Processingto resolve requests, redirect out-of-scope items, and maintain strong working relationships. Manage a variety of billing-related processes such as payment plan and withdrawal date changes, Hold Cancellations, Exit Delinquencies, Move Payments, Recollections, Payment Deferrals, and Equalizing Scheduled Withdrawals. Support refund-related activities, including refund reissues, credit card payment reversals, payment traces, and refund status inquiries. Navigate multiple systems and applications (e.g., Guidewire PolicyCenter/BillingCenter, JIRA, SharePoint, Genesys Telephony, MS Teams, Microsoft Office Suite) while aiming for First Call Resolution. Handle email inquiries within service levels, reprint account notices as needed, and perform additional duties as assigned. Qualifications Bilingual in French and English. At least 2 years relevant experience in customer service within a high-volume, call center environment. Strong analytical and math skills for reviewing complex billing information. Excellent verbal and written communication with strong customer service focus. Skilled in problemsolving and managing difficult conversations. High attention to detail, clear communication, and effective questioning. Strong organizational and multitasking abilities. Collaborative team player; able to work scheduled shifts. Completion of a post-secondary program would be considered an asset. Actively pursuing or willing to pursue CIP is an asset. Diversity, Equity, Inclusion & Belonging At Wawanesa, we are committed to Diversity, Equity, Inclusion and Belonging (DEIB) and believe that our strength lies in the diversity of our people this is supported by having a representative workforce. We welcome applications from all qualified candidates, including racialized persons, women, Indigenous Peoples, persons with disabilities, members of the 2SLGBTQIA+ community, gender-diverse and neurodiverse individuals, and anyone who can contribute to the further diversification of thought and ideas. We aim to ensure our recruitment process is accessible to all candidates. If you require accommodations during any stage of the recruitment process, please reach out in confidence to . All Wawanesa job applicants are subject to Wawanesa''s Privacy Policy. Please note that the recruitment process for this position may involve the use of AI tools to screen, assess, or select applicants. All final decisions are taken or reviewed by human recruiters and human hiring leaders in compliance with all applicable legislation. We offer a hybrid work environment that balances in-office and remote work. You may work from Winnipeg, MB; Wawanesa, MB; Vancouver, BC; Calgary, AB; Edmonton, AB; Toronto (North York), ON; Kitchener, ON; Ottawa, ON; Montreal, QC; Moncton, NB; Dartmouth, NS. Salary: 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: $50,000 - $55,000. Candidates with salary expectations outside of the range are still encouraged to apply. Employment Type: Existing Role Working Business Language : Bilingual in French and English. This role is considered a head office role and requires regular interaction with internal and external stakeholders across Canada where the business languages utilized are both English and French. As such, the successful candidate must be fully proficient in English and French. About Us : At Wawanesa, we 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; Vancouver, BC; Calgary, AB; Edmonton, AB; Toronto (North York), ON; Kitchener, ON; Ottawa, ON; Montreal, QC; Moncton, NB; Dartmouth, NS. Job ID: 9718 #J-18808-Ljbffr