OTIP Group of Companies (OTIP, Orbit, Curo)

Role Description Reporting to the Manager, Shared Services, you’ll be responsible for training, monitoring, evaluating and coaching staff on call handling, call resolution and quality file management to provide optimum service to Orbit’s customers. - Conduct staff call observation and file audits on a scheduled basis to ensure service standards are met, including auditing files for technical underwriting and internal process protocols. - Provide department manager & broker with audit results to offer feedback, identify coaching opportunities, and develop individual performance plans. - Provide managers with monthly audit reports and make recommendations on individual and departmental training requirements. - Create and deliver targeted training presentations. - Onboard training of new employees (Systems, workflows, transaction audits). - Recognize and motivate customer service and sales representatives to maximize performance. - Keep customer information confidential to protect operations and ensure staff audit summaries and action plans are filed appropriately. - Assist the management team within the group home & auto division with the implementation of programs and new integration initiatives. - Provide reports and call auditing to assist in complaint resolution. - Perform other duties within competence, as assigned. Qualifications - A college diploma or equivalent insurance industry designation. - A minimum of three years’ experience in customer service or a contact center environment. - Exceptional communication skills and the demonstrated ability to deal effectively with all levels of internal and external stakeholders. - Superior time management, project management and organizational skills to manage competing priorities. - Knowledge of Applied Epic, Carrier portals, Applied Rating Services and call-monitoring software applications. - Intermediate knowledge of Microsoft Office Suite applications. - The ability to fluently communicate in both English and French is an asset. Requirements - If you know you have what it takes to do the job, but your experience doesn’t exactly match the qualifications above, we encourage you to apply and provide us with more details about why you think you would be a great fit. Benefits - OTIP and its group of companies strive to create an accessible and inclusive work environment where everyone is treated with respect and dignity. - We are committed to learning and evolving so we can continue to celebrate what makes us special. - We are an equal opportunity employer and encourage applications from all qualified individuals.