Customer Care Administrator

Customer Care Administrator

Client Care Individual Contributor Calgary or Langley BC In-Office Full-Time (Fixed Term Contract)

Do meaningful work. Be the backbone of our client care team. Build skills that matter in insurance.

If you are organized detail-oriented and take pride in keeping things running smoothly behind the scenes this is the role for you.

Optiom is hiring a Customer Care Administrator to join our client care team. You will be essential to the day-to-day operations that keep our policyholders informed and our loan and policy files in order handling correspondence processing policy changes and supporting the team with the administrative work that makes everything else possible.

WHO YOU ARE

You may not have done this exact job before. But you will thrive here if you are the kind of person who stays organized under volume communicates clearly and takes ownership of the details others might overlook.

You Bring

• 12 years of administrative experience in an office environment
• Strong written communication skills you will be generating and sending formal correspondence on behalf of Optiom
• High attention to detail and comfort with repetitive accuracy-sensitive tasks
• Excellent organizational skills and the ability to manage multiple tasks and deadlines
• A customer-first mindset and professionalism when interacting with policyholders and brokers
• Proficient computer skills including Microsoft Office and document management systems
• The ability to handle confidential information with integrity and discretion
• A collaborative attitude and willingness to support your teammates as needed
• Receptiveness to feedback and a commitment to following established procedures

Bonus Points For

• Experience in insurance financial services or a regulated administrative environment
• Familiarity with premium finance or loan administration processes
• Prior experience with Canada Post registered mail or formal correspondence workflows
• Bilingual in English and Mandarin Punjabi or French

WHAT YOU WILL DO

This is a hands-on administrative role with clear accountability across four main areas:

Mail Management (50%)

• Generate and send loan-related correspondence and registered letters for termination notices
• Drop off registered letters at Canada Post daily to ensure timely delivery
• Follow up with Canada Post on outstanding registered letters
• Handle and action any returned mail in accordance with Optiom procedures
• Maintain electronic copies of all outgoing letters on file

General Loan Inquiries and Requests (25%)

• Respond to email requests for terminations uploading related documents into our portal in a timely manner
• Coordinate with the Bamboo Financing Team or First Insurance Funding on redebit requests and loan maintenance
• Maintain a high level of customer service in all interactions with policyholders and brokers
• Adhere to email response time SLAs as set by the Retention and Premium Finance Manager

Policy Maintenance (20%)

• Upload cancellation documents received via email into the appropriate policyholder file
• Terminate policies that have been clearly requested and authorized by the policyholder
• Revert policies pending cancellation due to default back to Bound Status once loan accounts are current
• Ensure all policy maintenance actions remain within authority limits as a non-licensed agent in compliance with provincial Insurance Council regulations

General Administrative Support (5%)

• Provide administrative support to Client Care leaders and staff including policy notes reporting and other assigned tasks
• Occasionally take meeting minutes as requested

WHO WE ARE

Optiom is a specialty MGA and a wholly owned subsidiary of Aviva Canada one of the countrys largest property and casualty insurers. We design and distribute specialty insurance products through a national network of broker partners embedded at the point of vehicle financing and leasing.

We are a team of specialists who take pride in what we build and how we serve. Our products protect Canadians in moments that matter and our people are the reason our broker partners trust us. Joining Optiom means joining a business with strong backing a clear purpose and real room to grow.

Required Experience:

Junior IC