Insurance Contact Centre Representative

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Position Highlights
To support customers and brokers by responding to insurance-related inquiries, providing education on new services and initiatives, processing claim repayments and ensuring continuity of coverage during system outages.

Position Requirements

Knowledge/Technical Skills

• of customer contact centre technology and customer information systems
• of the relevant policies, acts, regulations and manuals as they pertain to motor vehicle registration, licensing and insurance to respond to enquiries
• of the relevant department and/or corporate business functions, programs and services to respond to customer enquiries or refer callers
• of the relevant department policies and procedures as they pertain to the collection and processing of vehicle registration, licensing, insurance fees/premiums/debt
• of claim repayment requirements, payment calculations, credit card processing, fee structures, and applicable guidelines

Analytical/Problem Solving Skills

• to ascertain customer requirements and determine best course of action
• to identify the applicable policy, act or regulation that must be applied
• to recognize and investigate discrepancies and error situations
• to perform arithmetic calculations in the computation of fees, discounts, fines and adjustments to customer accounts

Communication/Interpersonal Skills

• to respond to a wide range of enquiries, effectively handling hostile, demanding, confused or frustrated customers and/or brokers
• to maintain liaison with other departments and business partners for the purpose of obtaining and providing information
• to solicit information from brokers/customers for problem diagnosis and resolution
• to explain motor vehicle registration, driver and vehicle licensing and insurance policies and procedures to customers and/or brokers

Organization Skills

• to plan own workload in order to maintain service levels in a high-volume environment
• to process adjustments to customer accounts/records in accordance with procedures
• to maintain well organized records of incoming enquiries

Physical/Concentration Ability

• to maintain mental and visual concentration while searching computer database files
• to listen intently when dealing with broker/customer enquiries
• to sit for prolonged periods while using a telephone headset and computer
  The above requirements would typically be acquired through high school graduation plus job specific skills training related to the insurance and/or driver licensing fields and a few years of direct customer service experience that would result in an understanding of customer support in these fields.

About us:

At ICBC, it’s our job to make sure the car insurance system works for all British Columbians, today and in the future. Check out our ICBC Year in Review 2025 to learn more about what we've accomplished! If you want to make the most of your skills and expertise while growing your career, we want you. A career at ICBC is an opportunity to be part of a talented, diverse and inclusive team that is driven to serve its customers and community. You can expect a competitive salary, comprehensive benefits and a collaborative work environment. If you are reliable and dependable, contact us today to be part of our talented and diverse team as we work together to create an insurance system we can all be proud of.

Our values guide how we interact with customers, partners, and each other. They shape our decisions and create a culture where employees feel inspired and empowered to do their best work.

• Collaborative: We include different perspectives to reach our common goals.
• Supportive: We seek to understand to meet diverse and evolving needs.
• Straightforward: We simplify the complex to make things easier.
• Knowledgeable: We gain knowledge through experience and learning to make informed decisions.

Work arrangements defined:

• Hybrid 8 – you will work a minimum of 2 days per week at your primary office headquarters, subject to operational requirements. The remaining days will be remote within British Columbia.

Only candidates legally entitled to work in Canada will be considered for this position.

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