Customer Care Administrator

Optiom

11d•Onsite

About The Position

Optiom is hiring a Customer Care Administrator to join their client care team. This role is essential to the day-to-day operations, ensuring policyholders are informed and loan and policy files are in order. Responsibilities include handling correspondence, processing policy changes, and supporting the team with administrative tasks. The ideal candidate is organized, detail-oriented, and takes pride in keeping operations running smoothly.

Requirements

1–2 years of administrative experience in an office environment
Strong written communication skills — you will be generating and sending formal correspondence on behalf of Optiom
High attention to detail and comfort with repetitive, accuracy-sensitive tasks
Excellent organizational skills and the ability to manage multiple tasks and deadlines
A customer-first mindset and professionalism when interacting with policyholders and brokers
Proficient computer skills including Microsoft Office and document management systems
The ability to handle confidential information with integrity and discretion
A collaborative attitude and willingness to support your teammates as needed
Receptiveness to feedback and a commitment to following established procedures

Nice To Haves

Experience in insurance, financial services, or a regulated administrative environment
Familiarity with premium finance or loan administration processes
Prior experience with Canada Post registered mail or formal correspondence workflows
Bilingual in English and Mandarin, Punjabi, or French

Responsibilities

Generate and send loan-related correspondence and registered letters for termination notices.
Drop off registered letters at Canada Post daily to ensure timely delivery.
Follow up with Canada Post on outstanding registered letters.
Handle and action any returned mail in accordance with Optiom procedures.
Maintain electronic copies of all outgoing letters on file.
Respond to email requests for terminations, uploading related documents into our portal in a timely manner.
Coordinate with the Bamboo Financing Team or First Insurance Funding on redebit requests and loan maintenance.
Maintain a high level of customer service in all interactions with policyholders and brokers.
Adhere to email response time SLAs as set by the Retention and Premium Finance Manager.
Upload cancellation documents received via email into the appropriate policyholder file.
Terminate policies that have been clearly requested and authorized by the policyholder.
Revert policies pending cancellation due to default back to Bound Status once loan accounts are current.
Ensure all policy maintenance actions remain within authority limits as a non-licensed agent, in compliance with provincial Insurance Council regulations.
Provide administrative support to Client Care leaders and staff, including policy notes, reporting, and other assigned tasks.
Occasionally take meeting minutes as requested.