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Pembridge Insurance is a part of the Allstate Canada Group. Our mission is to bring strength, experience and care in everything we do with our employees, partners and customers. Our vision is to be the best insurer, employer, and business partner in Canada.
Pembridge Insurance Company has built a strong reputation of high-quality products and boutique service for its Brokers. Established in 1999, Pembridge offers a comprehensive range of Personal Insurance products through the support of an independent Broker network.
Through our Employee Value Proposition, Opportunity, Flexibility, Community, Diversity and Family, we have worked hard to develop and nurture a culture where employees feel valued, experience personal growth, have career options and truly enjoy the work they do.
Benefits to Joining Allstate:
- Flexible Work Arrangements
- Employee discounts (15% on auto and property insurance, plus many other products and services)
- Good Office program (receive up to $400 back after purchasing office equipment)
- Student Loan Payment Matching Program for Government Student loans
- Comprehensive Retirement Savings Program with employer matched contributions
- Annual Wellness allowance to support employees with improving health and wellbeing
- Personal reflection day
- Tuition Reimbursement
- Working within the community and giving back!
Job Description:
Our Finance team is hiring, and we are actively looking for a Billing Service Advisor to join our team! You will report to the Manager, Billing & Payment Services.
Role Designation: Hybrid (1-2 days/month in Markham office)
Accountabilities:
Customer Service
- Receive and resolve billing and payment related customer service requests through multiple communication channels, including phone, email, instant message, chat, request management solutions, etc. along with answering inbound telephone service requests from agents and/or brokers, and process any resulting policy or payment plan changes to complete the customer service request, in accordance with established rules and guidelines, escalating to a senior team member for exception handling where required
- Listen attentively to questions and concerns and respond promptly with a resolution according to company guidelines and provide professional and respectful customer service to internal and external staff and/or customers
Investigation & Exception Processing
- Reinstate a policy in accordance with Renewal Reinstatement Guidelines and conduct investigations for payment related issues where a payment must be stopped or reissued
Continuous Improvement
- Maintain call logs to support data needed for performance metrics to detect deterioration of operational objectives
- Adopt operational changes while ensuring minimal disruption in payment processing and facilitate team huddles on a rotational basis
Operational Reporting & Internal Control
- Adhere to all distribution channel regulatory, legal, and ethical policies and requirements
- Adhere to established quality and date control standards on all billing tasks and phones to ensure regulatory compliance, collection, and reconciliation to maintain financial data integrity
- Other duties and special projects as assigned
Qualifications:
- A minimum of 3 to 5 years billing and collection and/or customer service experience with successful completion of Secondary Education
- Demonstrated intermediate-level PC and software skills are essential: i.e. Office 365 and proficiency in billing and collection processes.
- Strong verbal/written communication/interpersonal skills are required to represent a professional manner with internal and external customers
- Ability to work in a high volume and faced paced team environment with changing priorities and work independently as wellas a team player
- Solid multi-tasking, time management and good organization skills
- Analytical and critical thinking skills required with strong interpersonal skills to always represent a professional manner
- Ability to work flexible hours may include evenings, weekends, and holidays not recognized in all provinces
Bonus Qualifications:
- OTL or RIBO licensed an asset
- CIP, or willingness to pursue and successfully complete certification is an asset
- Working knowledge of P&C underwriting rules is an asset
Allstate Canada Group has policies and practices that provide workplace accommodations. If you require accommodation, please let us know and we will work with you to meet your needs.
