Underwriting & Billing Representative at Definity, Montreal

AI Summary

This role as an Underwriting & Billing Representative at Definity in Montreal involves providing superior service and system support to brokers. Key duties include handling insurance-related inquiries, managing policy changes, and processing various transactions. Top requirements include insurance or underwriting knowledge and bilingualism in English and French.

About the Opportunity

Definity is seeking a dedicated Underwriting & Billing Representative to join their team in Montreal, Quebec. This pivotal role is accountable for delivering exceptional service to brokers, assisting them with Vyne-related inquiries and offering comprehensive system support. The successful candidate will provide invaluable workflow advice surrounding the binding and issuing of new policies, as well as creating essential policy changes. This position is crucial for maintaining strong broker relationships and ensuring smooth operational flow within the insurance landscape. The role requires a keen understanding of various insurance products and a commitment to supporting brokers effectively.

Key Responsibilities and Daily Operations

A significant portion of this role, approximately 50%, involves managing incoming broker inquiries and requests for Vyne support. This includes guiding brokers through system navigation and explaining workflow changes, particularly concerning binding and issuing new policies or processing policy changes. The representative will also handle general inquiries related to personal insurance (PI) products, pricing, underwriting, and billing appetite, ensuring brokers receive accurate and timely information.

Another 40% of the role focuses on transaction processing. This involves efficiently managing transactions not enabled by broker self-service functionality, including new business, policy changes, and cancellations. All transactions must adhere strictly to established underwriting guidelines and authority levels, meeting high standards for both efficiency and quality. The representative will also provide education and coaching to brokers on how to process changes and where to find relevant documentation for future support, facilitating independent processing of routine transactions.

The remaining 10% of the role is dedicated to intake and triage, where the representative reviews incoming emails and cases to identify risk types and categorise them accurately within the policy case management system. This includes correctly identifying broker codes for multiple case transactions, enabling efficient routing to the appropriate teams. They will also update existing cases when additional information is received, ensuring all records are current and complete. This comprehensive approach ensures all inquiries and transactions are managed effectively, upholding Definity's commitment to quality insurance services.

Qualifications and Expertise

To excel in this Underwriting & Billing Representative position, candidates must possess strong insurance and underwriting knowledge, ideally with previous experience in the field. A customer service-focused approach with a positive and helpful attitude is essential, alongside excellent people skills. Strong verbal and written communication skills are paramount, especially given the need for bilingualism in English and French to support a diverse Canadian clientele. The ability to coach and provide guidance to others is also highly valued, as is a strong aptitude for problem-solving within established standard practices and procedures. Candidates should demonstrate robust organizational and time management skills to handle multiple inquiries and transactions efficiently. A university degree or college diploma, or equivalent experience, is preferred, and working towards a CIP designation would be an asset. Knowledge of Economical's PI offerings and Guidewire systems is also beneficial for this role, which requires a high degree of proficiency in English to service customers across Canada effectively.