Bilingual Customer Service Broker (Home & Auto Insurance)

Broker Administration location_on Waterloo, ON

Job title

OTIP.Careers.TableCategory 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 Bilingual Customer Service Representative is responsible for providing product and service information to members, resolving member complaints, and assessing risks for automobile and property policies.

Reporting to the Broker Service Assistant Manager, the core parts of your role will be to:

  • Direct or respond to telephone inquiries and written requests. This includes processing changes directly into the computer system, applying proper underwriting standards, assessing risks according to binding requirements, and answering general account inquiries.
  • Resolve product and service problems. This includes clarifying member complaints, determining the cause of the complaint, selecting the best solution and explaining it, expediting correction, following-up to ensure resolution, and making recommendations to management, as required.
  • Attract potential members. This includes answering questions and providing information regarding products and services, obtaining ex-dates, and meeting or surpassing ex-date objectives to increase sales potential.
  • Process rewrites and remarket following established new-business guidelines.
  • File and document records of insurance transactions and maintain and update current rate manuals for all markets, as received, including new coverage announcements.
  • Maintain a comprehensive log and diary system, reviewing and flagging contentious issues for discussion with management, as required.


Let’s Talk About You: 

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

  • The ability to communicate in French is required.
  • A RIBO license is required. Candidates who are not yet RIBO licensed will be enrolled in the RIBO training course and will be required to obtain their license within the first three months of employment.  
  • The completion of or the commitment to complete the following three insurance courses or three equivalent insurance courses: CIP Principles and Practice, Property 1, and Automobile.
  • Experience in personal lines automobile and property insurance is an asset.
  • Intermediate knowledge of Microsoft Office Suite applications.

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.


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