Accomsure

Role Description In this role, you’ll take charge of email and inbox management, ensuring timely communication and escalation of critical issues. You’ll also provide exceptional customer service through courtesy calls and follow-ups, focusing on client satisfaction and feedback. Additionally, you’ll handle financial tasks, including supplier folio reconciliation and support, while contributing to vendor management by negotiating favorable terms and coordinating services to meet client needs. This position offers a dynamic opportunity to collaborate across teams and vendors, driving solutions to support insured clients effectively. Job Responsibilities - Email/Inbox management: - Responsible for the claims and accommodations email inbox. - Adding emails into Accomserve, adding notes for Coordinators regarding emails. - Keeping management informed and aware of all new claims, issues, escalations, etc. needing to be addressed. - Escalating emails needing immediate attention by the claims or search and placement coordinators. - Customer service: - Supporting courtesy calls to insureds. - Following up with insureds after they have moved home with a focus on customer feedback survey completion. - Finance: - Folio support, collection, and reconciliations from all suppliers, including Hotels, Property Management Companies, and all other suppliers engaged in each claim. - Vendor management: - Supporting all immediate placement needs for insured’s requiring hotels. - Negotiating favorable rates/discounts, terms (24hr. cancellation notices, direct billing, etc), kitchenette/suite options, etc. while focusing on Preferred Suppliers for placement options first. - Supporting the Claims Coordinators needs in working with our extended suppliers to solution the claim’s requirements (i.e. organizing and arranging for cleaning services, rental furniture, moving, storage, etc.) as required. - Administering the Vendor Manager key contacts and relations by sourcing names, positions, phone and emails for all our suppliers and sharing with the Vendor Manager. - Supporting the Vendor Manager in setting up and arranging meetings and appointments as needed. Qualifications - A post-secondary degree or diploma in Arts, Science, English, or History is considered an asset but is not required. - 1-3 years of experience in a service-based industry such as hospitality, real estate, or travel & tourism is highly valued. - Proven experience in delivering exceptional customer service, including conflict resolution and client satisfaction. - Experience with email and inbox management, CRM systems, and financial reconciliation tasks is an asset. - Fluent English proficiency (written and verbal) is required; bilingual proficiency in French is an asset. Core Competencies - A strong passion for providing exceptional customer experiences with a professional, service-oriented approach. - Excellent written and verbal communication abilities, capable of interacting effectively with clients, suppliers, and internal teams. - Exceptional prioritization skills to handle multiple tasks in a fast-paced, dynamic environment. - Proven ability to work collaboratively across teams, building rapport with internal stakeholders and external vendors. - Solution-driven mindset, able to navigate challenges and negotiate favorable terms for clients and the business. - High level of accuracy in managing email communication, client notes, and financial reconciliation tasks. - Resilient and flexible, capable of adjusting to evolving client needs and operational demands. - Skilled in managing disputes and resolving conflicts professionally to achieve positive outcomes. - Ability to negotiate favorable rates, terms, and conditions with suppliers while maintaining strong relationships. - Comfortable managing data and maintaining accurate records within a CRM system or equivalent tool. Benefits - Flexible Health Coverage – Health, dental, vision and wellness benefits to support you and your family at a level you decide. - Financial Perks & Banking Discounts – Exclusive BMO “Bank at Work” program with fee waivers, credit perks, and mortgage discounts. - Employee Reward & Recognition Program – Earn SureBucks for outstanding work and redeem those for real rewards. - Global Travel Savings – Access exclusive hotel and flight discounts through our IATA and WestJet benefit programs (available from day 1). - Team Events That Actually Matter – Enjoy BBQs, social events, and seasonal celebrations (yes, partners are welcome!). - Everyday Savings – Special pricing on dry cleaning through our nearby partner, Tower Cleaners.

Role Description As a Product Coordinator at Accomsure, you’ll play a vital role in supporting customers displaced by property insurance claims by sourcing accommodation solutions. This includes managing reservations, negotiating favorable lease terms, and building relationships with property management vendors. You'll collaborate across teams to ensure seamless customer service while adhering to legal and policy standards. Job Responsibilities: - Reservations Management – act as a leasing agent offering accommodation, advice and facilitate tenancy through our preferred suppliers and source new supplier partnerships to add to our inventory. - Locate the most suitable accommodation and negotiate the best possible rates. - Secure favorable terms and conditions on each accommodation to optimize the customer benefit, experience, and agility of a claim lifecycle. - Process and confirm reservations or leases to ensure all details are accurately recorded and communicated. - Project manage any viewing or requirements needed to facilitate the accommodation. - Legal Adherence – ensuring all leasing or reservation practices comply with municipal, provincial and federal laws (i.e. Provincial Residential Tenancy Acts/Laws). - Policy Enforcement – implement and enforce property management policies and procedures, including those related to tenant rights and responsibilities. - Issue Management - address and resolve any issues or complaints from tenants or guests, coordinating with maintenance or other property related departments as needed. - Conflict Resolution - mediate conflicts between clients and property owners or management, working towards satisfactory solutions. - Follow established reservation procedures to optimize results and ability to think creatively to deliver solutions not part of a standard playbook. - Address new claims, gather requirements, input information into a CRM, manage the end-to-end process – balancing exceptional customer service and efficiency. - Solution Selling - assist the Claims team by managing customer requirements to suitable product solutions that may not always meet the customer’s desires but best fits their needs. - Effectively communicate (both written/email and verbal/phone) with all parties involved during an accommodation (i.e. claims coordinator, insured, landlord, suppliers, property management, real estate agents, adjusters and legal were necessary). - Support policyholders in understanding the temporary housing process within an insurance claim by providing exceptional customer service and support. - Prepare leases, contracts, payment authorization and other paperwork as required. - Apply time-management skills while dealing with multiple urgent tasks simultaneously. - Respond to changing requirements, issues and repair schedules and address as required. - Enter and collate accurate information for billing purposes. - Any other task as deemed necessary by management across Accomsure team. Qualifications - 1-2 years of experience in property management or a service-based industry such as hospitality, real estate, or travel and tourism is highly preferred. - Must be fluent in both English and Quebecois French. - Experience with conflict resolution and customer relationship management is advantageous. - Familiarity with Revenue Management strategies and best practices is desirable. - Proficiency in Microsoft Office Suite and experience using CRM platforms is an asset. - Demonstrated ability to prepare contracts, leases, and other formal documentation with attention to compliance and accuracy. Core Competencies - Effectively prioritizes and manages multiple tasks in a fast-paced and dynamic environment. - Adept at securing favorable terms, rates, and agreements with landlords and suppliers to meet client needs. - Possesses strong verbal, written, and interpersonal communication skills to liaise effectively with clients, vendors, and internal teams. - Delivers outstanding service by addressing customer concerns and providing clear guidance throughout the accommodation process. - Skilled in mediating disputes between parties to achieve mutually beneficial outcomes. - Ensures accuracy in documentation, reservations, and billing to maintain high standards of service. - Thrives in changing circumstances, responding promptly to new requirements, schedules, or challenges. - Works seamlessly with cross-functional teams to deliver efficient solutions and positive outcomes. - Thinks outside the box to develop innovative solutions for unique challenges in the accommodation process. - Maintains ethical standards and professionalism in all interactions with clients, vendors, and colleagues. Benefits - Flexible Health Coverage – Health, dental, vision and wellness benefits to support you and your family at a level you decide. - Financial Perks & Banking Discounts – Exclusive BMO “Bank at Work” program with fee waivers, credit perks, and mortgage discounts. - Employee Reward & Recognition Program – Earn SureBucks for outstanding work and redeem those for real rewards. - Global Travel Savings – Access exclusive hotel and flight discounts through our IATA and WestJet benefit programs (available from day 1). - Team Events That Actually Matter – Enjoy BBQs, social events, and seasonal celebrations (yes, partners are welcome!). - Everyday Savings – Special pricing on dry cleaning through our nearby partner, Tower Cleaners. Note: This is not necessarily an exhaustive list of responsibilities, skills, duties, requirements, efforts or working conditions associated with the position. The company reserves the right to revise the functions and duties of the position or to require that additional or different tasks be performed.