Bilingual Broker Billing Specialist - Term

Wawanesa Insurance•Edmonton, AB

3d•CA$55,000•Hybrid

About The Position

Under direct moderate supervision, this job contributes to Wawanesa’s success by acting as the primary point of contact for brokers and policy holders through Inbound Calls with billing and payment related inquiries. This is a 6-month term position.

Requirements

Fully 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 problem‑solving 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.

Nice To Haves

Completion of a post-secondary program would be considered an asset.
Actively pursuing or willing to pursue CIP is an asset.

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 departments—including Underwriting and Remittance Processing—to 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 re‑issues, 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.