At FIRST Insurance Funding of Canada (FIRST Canada), we are proud to promote a workplace that fosters growth and innovation. We employ a dedicated team of enthusiastic individuals who thrive in an entrepreneurial, fast-paced environment. Our open concept and creative culture fosters team work and presents opportunities for growth within the organization. FIRST Canada is an affiliate of Wintrust, a financial services company with more than $66 billion in assets.
Join the FIRST Insurance Funding of Canada (FIRST Canada) team.
We are a multi-year Globe and Mail / Morneau Shapell Employee Recommended workplace with an award-winning culture.
We offer a flexible, hybrid-work model and our FIRST Flex program offers opportunity to work internationally.

We have a comprehensive benefit package including:

• Health Benefits: including medical, dental, vision, life, and health spending account
• Financial Benefits: an RRSP plan with a generous company match and competitive compensation including discretionary or incentive bonuses
• Education Benefits: education reimbursement and on-demand learning courses

We have a dedicated team of enthusiastic individuals who thrive in an entrepreneurial, fast-paced environment.
We support work / life balance and promote growth-from-within opportunities.

Why join this team?

• We have a culture that encourages an entrepreneurial spirit
• We offer multiple opportunities for development and upward mobility

What You’ll Do

• Provide extraordinary level of customer service to brokers and clients.
• Promptly respond to customer queries via email and phone in a polite, helpful and professional manner at all times
• Follow through on all actions within the agreed timelines with the client providing same day service and managing the client’s expectations of next steps
• Immediately escalate serious complaints or issues that you are not equipped to deal with.
• Liaise with colleagues or leaders to find the best solutions to customer’s issues
• Identify common problems and escalate them to management, along with possible suggestions for improvement, wherever possible.
• Obtain and share customer feedback with colleagues and other departments so that products and services can be improved.
• Familiarize yourself with new products and services as they are introduced.
• Ensure all information is 100% accurate the first time and all client interactions are well documented
• Provide brokers with FirstInsite web support (navigation, password changes, etc.)
• Perform other related duties as required

Knowledge/Skills/Background

• Highly articulate with excellent verbal and written communication skills both in English and French
• Client service/Call Centre experience preferred
• Strong organizational and prioritization skills
• Be self-motivated and proactive
• Possess an energetic and enthusiastic approach to your work and a desire to go the extra mile in client service
• A strong team player, able to build relationships with team members and internal and external clients
• Display strong attention to detail and have good abstract reasoning skills
• Demonstrate a flexible attitude towards change and the ability to adapt to new situations
• Strong knowledge of Outlook, Excel and MS Word

Training/ Education/ Experience Qualifications:

• College or University Degree.
• 3-5 years of customer service experience ideally within the Insurance/Financial Services industry.

• Provide extraordinary level of customer service to brokers and clients.
• Promptly respond to customer queries via email and phone in a polite, helpful and professional manner at all times
• Follow through on all actions within the agreed timelines with the client providing same day service and managing the client’s expectations of next steps
• Immediately escalate serious complaints or issues that you are not equipped to deal with.
• Liaise with colleagues or leaders to find the best solutions to customer’s issues
• Identify common problems and escalate them to management, along with possible suggestions for improvement, wherever possible.
• Obtain and share customer feedback with colleagues and other departments so that products and services can be improved.
• Familiarize yourself with new products and services as they are introduced.
• Ensure all information is 100% accurate the first time and all client interactions are well documented
• Provide brokers with FirstInsite web support (navigation, password changes, etc.)
• Perform other related duties as require