Broker Technical Specialist

Broker Shared Services location_on Waterloo, ON

Broker Technical Specialist

Waterloo, ON location_on

Company description

Who We Are

With every job, there’s always the question of “why”. Why join a company? Why be part of their mission? Here, the why is easy. It’s because at some point, we’ve all needed someone there for us.

At the OTIP Group of Companies (OGC), we believe that something special happens when employees feel valued for the work they do, supported as the people they are, and included in the very fabric of the organization: they bring their best to work every day. And that's why we mean it when we say we put our people at the centre of everything we do. Join us as we grow our way into a future that reimagines what it means to deliver meaningful benefits support and service.

Job Description

What You’ll Do:

The Broker Technical Specialist is responsible for providing coaching through product and technical support to all sales and servicing teams within the Orbit brokerage.

Reporting to the Shared Services Manager, the core parts of your role will be to: 

  • Provide product and technical expertise to all team members by providing feedback, clarification and direction in procedural, technical, administrative and systems issues.

  • Provide information by answering questions, monitoring and responding to brokers. Investigate complex issues from all Orbit brokerage employees and members, performing root cause analysis and resolution.

  • Provide one on one coaching support in file management, complex member issues including remarkets, and technical support.

  • Work with the insurance carrier as a technical liaison to clarify escalated technical coverage information related to claims and coverage.

  • Engage with the insurance carriers, vendor partners, and Technology Enablement, to act as the first point of contact to troubleshoot issues with applications/systems.

  • Investigate and respond to written, telephone and walk-in complaints from members, regarding coverage, claims and service, and documents outcomes for future reference. This includes providing answers, alternative solutions, ensuring member satisfaction in resolution, and providing recommendations to complex member issues to Management for approval as required.

  • Develop and document formal processes to create various administrative resource materials for the brokerage. Creates templates in word and excel to standardize processes.

  • Recommend and implement changes in processes working with management, carrier partners, and the Quality and Training Team.

  • Collaborate and participate with the Training team to ensure a seamless onboarding process for new hires, providing clear expectations, guidance and support.

  • Participate in User Acceptance Testing for systems changes.

  • Work as an Epic Super User to support and provide guidance to enhance efficiency in the teams.

  • Continue to provide member support through outbound initiatives including carrier changes, dislocation and exception reports.

  • Provide support as a secondary agent on the broker service queue to stabilize service levels.

  • Provide information and respond to inquiries from all departments, including back-end support to Managers.


Let’s Talk About You: 

This is the unique blend of skills and experience we would love to see in an ideal candidate:

  • A RIBO, and/or AIC, and/or AMF license. Additional licensing may be required.

  • Other national licensing is considered an asset

  • A college diploma or equivalent insurance industry designation.

  • Post-secondary training in insurance-related courses such as CAIB, CIP

  • Minimum of three years’ experience in property and casualty insurance

  • Strong knowledge of insurance carrier portals and BMS

  • The demonstrated ability to provide outstanding service in an accurate and efficient manner.

  • Exceptional communication skills and the demonstrated ability to deal effectively with all levels of internal and external stakeholders.

  • Superior time management and organizational skills to manage competing priorities.

  • Intermediate knowledge of Microsoft Office Suite applications.

  • The ability to communicate in French will be considered an asset.

We also consider your potential. If you know you have what it takes to do the job, but your experience doesn’t exactly match the qualifications above, we encourage you to apply and provide us with more details about why you think you would be a great fit.

    Additional Information

    Some of the Perks We Offer:

    We offer best-in-class pension and benefits, total reward programs and comprehensive mental wellness supports to set you up for every success in and outside of work. Here are just some of the reasons you’ll love working here:

    • Rewarding salary and bonuses that truly value your dedication
    • Industry-leading group benefits with 100% premium coverage (excluding LTD) that start on your first day
    • Defined benefit pension plan for a financially confident retirement
    • 100% coverage of approved continuing education and licensing fees (including RIBO courses in Ontario)
    • Access to a wealth of learning resources, including LinkedIn Learning for professional development
    • Flexible work-from-home and hybrid options
    • Unlock your potential with opportunities for advancement

    Let’s work together! If you are interested in this opportunity, please apply online.

    OTIP and its group of companies strive to create an accessible and inclusive work environment where everyone is treated with respect and dignity. Upon individual request, we will endeavor to remove any barrier to the recruitment and selection processes and provide accommodations for persons with disabilities.

    As a business, we protect what matters most to our members. As an employer, we value what matters most in our workplace. Together, this includes fostering a diverse, equitable and inclusive environment for all. We are committed to learning and evolving so we can continue to celebrate what makes us special. You are who you are, and our differences are what make us unique.

    We are an equal opportunity employer and encourage applications from all qualified individuals. We thank all applicants for their interest; however, only candidates selected for an interview will be contacted.