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Form of workJob ID: 7428
Working Business Language: Bilingual in French and English
At Wawanesa, we're proud to offer a flexible hybrid work environment where our employees may have the flexibility to work from the office, hybrid or remote. You may work from any of the following locations: Manitoba & Quebec.
The Wawanesa Mutual Insurance Company, founded in 1896, is one of Canada's largest mutual insurers, with over $4 billion in annual revenue and assets of $12 billion. Wawanesa Mutual, with executive offices in Winnipeg, is the parent company of Wawanesa General, which offers property and casualty insurance in California and Oregon; Wawanesa Life, which provides life insurance products and services throughout Canada; and Western Financial Group, which distributes personal and business insurance across Canada. Wawanesa proudly serves more than two million members in Canada and the United States. Wawanesa actively gives back to organizations that strengthen communities where it operates, donating well above internationally recognized benchmarks for excellence in corporate philanthropy. Learn more at wawanesa.com.
We are currently looking for dedicated, driven, and enthusiastic individuals who thrive in an environment that welcomes change and are looking for an opportunity for diverse experience and advancement on a growing team.
Job Overview
Under moderate supervision, this job contributes to Wawanesa's success by acting as a single point of contact, and providing initial support, on restoration of service for broker applications to Brokers and Wawanesa Branch staff within established service level targets.
Job Responsibilities
- Maintain a high degree of customer service for all support queries ensuring expectations are managed appropriately.
- Diagnose and resolve Broker Applications issues utilizing the Service Desk Knowledge Base
- Ensure quality entries by adhering to the Incident Management and Service Management documented processes
- Ensure accurate and up to date support information exists in the knowledge database
- Provide mentorship and training to less experienced members of the team
- Establish and maintain good working relationships with IS support teams
- Maintain timely awareness of, and provide input for current initiatives, rollouts, and changes to the Broker Portal environment
- Perform other duties as assigned.
Qualifications
- 3years' experience in customer service-focused/Insurance industry role.
- Solid experience and training in troubleshooting and providing Service Desk function.
- Excellent knowledge of Insurance/Brokerage terminologies
- Excellent Knowledge of telephony system
- Strong understanding of ITIL Processes, tools and related activities
- Good customer service skills by giving friendly, cheerful service
- Excellent attention to details by examining all information completely to identify everything that is relevant and all potential impacts
- Communicates in a clear and concise manner and communicates at the right level for the audience
- Excellent organization skills by multitasking effectively and keeping track of the status of various tasks
- Ability to work in collaboration with other team members, sharing knowledge and knowhow
- Experience with ITSM tracking tool would be considered an asset
- ITIL Foundations certification would be considered an asset
- GIE and CIP certification would be considered an asset
- Bilingual (English & French) is considered an asset
#LI-Hybrid
Wawanesa is proud to be one of Manitoba's Top Employers for 2023 recognizing that we are an exceptional place to work!
Wawanesa provides its employees with a respectful, challenging and rewarding environment where they can maximize their potential while contributing to the company's goals. Our full-time permanent employees are provided with highly competitive compensation packages (salaries, generous vacation allowance, leave top up, annual bonus plan, premium free benefits and a pension plan). Wawanesa provides a stable environment for its employees in today's challenging markets.
Wawanesa is an equal opportunity employer and is committed to fostering a diverse workforce that is equitable and inclusive for all. Wawanesa provides equal employment opportunity to all employees and applicants without regard to an individual's protected status: race/ethnicity, colour, religion, creed, sex or gender, sexual orientation, gender identity or expression, family or marital status, pregnancy/childbirth or related conditions, national origin, disability, military or veteran status, or any other protected status. Accommodations are available upon request throughout all aspects of the selection process. Candidates requiring accommodations may contact, in confidence, jobs@wawanesa.com.
If you are interested in this exciting, challenging position with Wawanesa, apply today with your Resume.
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