Customer Care Representative - Calgary, AB
About The Position
Be the voice of Optiom. Make every call count. Build a career in specialty insurance. If you thrive in a fast-paced environment, take pride in every customer interaction, and bring both empathy and precision to your work — this role was made for you. Optiom is hiring a Customer Care Representative to join our Client Care team. In this front-line service role, you will be the primary point of contact for our policyholders — fielding inbound calls, resolving policy questions, explaining coverage and billing details, and handling administrative policy transactions with a high degree of accuracy. Around 80% of your time will be spent on the phones; the remainder on written correspondence and policy maintenance. You will represent Optiom's service standards on every call and leave every policyholder feeling heard, informed, and well-served.
Requirements
- 1–2 years of experience in a customer service, call center, or client-facing role.
- Confident, professional verbal communication.
- Strong active listening skills and genuine empathy.
- High attention to detail.
- Comfort working in a structured, procedure-driven environment where following established call-handling protocols is not optional.
- Experience navigating CRM or policy management portals.
- The ability to handle confidential policyholder information with integrity and professionalism.
- A collaborative attitude and openness to feedback.
Nice To Haves
- Prior experience in insurance, financial services, or another regulated customer service environment.
- Familiarity with insurance policy terms, coverage types, or premium financing concepts.
- Experience in a non-licensed insurance agent role with a working understanding of authority limits under provincial insurance legislation.
- Exposure to billing, payment processing, or premium finance administration workflows.
- Experience with Salesforce, Guidewire, or comparable CRM or policy management systems.
- Bilingual in English and a second language such as Punjabi, Mandarin, or French.
Responsibilities
- Field inbound calls.
- Resolve policy questions.
- Explain coverage and billing details.
- Handle administrative policy transactions with a high degree of accuracy.
- Represent Optiom's service standards on every call.
- Handle written correspondence and policy maintenance.
- Log call notes in a digital environment.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
