Job Description

Onlia's mission: Bring clarity to Insurance.Onlia offers innovative digital insurance and a telematics app that incentivises good driving to the Ontario market. Onlia's mission is to bring clarity to insurance and simplify consumer's relationship with their insurance company through a digital experience, and best in class customer service. Launched in 2018, Onlia is a joint venture between Achmea, the largest insurance group of the Netherlands, and Fairfax Financial, a Canadian-based financial holding company. We are here to disrupt insurance in Ontario and are building a team of heavy hitters to make that a reality. We work collaboratively in a fast-paced and agile environment. Every member of our team is empowered to take ownership of their role, and to assist in the build of a best-in-class experience for our customers.The customer engagement team: the heart of the company.As part of the Customer Engagement Team, you will act as a front-line agent dedicated to assisting our customers through the digital experience. Each customer inquiry is looked at as a chance to improve the digital experience for all our customers. Our goal is to answer all questions before our customers even knew they had them.Each member of the Customer Engagement Team must contribute their talent in multiple ways to ensure success. No day will be the same! The opportunity to join an insur-tech start-up doesn't come along very often , so if this role sounds intriguing, we want to hear from you. Our team is quickly growing, so if this role sounds intriguing, we want to hear from you.Reporting to Customer Engagement Lead, the Customer Engagement Representative will provide exceptional customer experience and will also dedicate their time to our app Onlia Sense. We're looking for a new kind of Customer Engagement Representative to help us redefine the standard of customer engagement and help our community to be safer.What you will be doing:

• Provide a delightful customer experience for our property & casualty insurance and Onlia Sense mobile application customers, across all channels (phone, chat, email) Always agile, with a willingness to jump into Live Channels whenever they require support
• Become a first point of contact for customers concerns, with proven skills in de-escalation and problem-solving capabilities. You will attend to customer concerns and de-escalate negative situations on each live channel.
• Represent the voice of the customer in everything we do, advocating for the customer experience across the organization.
• Develop and improve digital and self-service experience, our insurance products, and internal processes
• Working on special projects and participating in cross-functional assignments as assigned assisting in developing brand new processes to improve the customer's digital journey

Qualifications and Competencies:

• Post-secondary education and / or equivalent on the job experience
• 1 - 3 year of insurance customer service digital preferred)
• OTL/RIBO licensed is required
• Experience with social media in a Business-to-Consumer environment (preferred)
• Intermediate-Advanced proficiency with MS Office (specifically word and excel)
• Intermediate-Advanced proficiency with Zendesk CRM (or comparable CRM)
• Fluently Bilingual (English/French) is a strong asset

Job Type: Full-timeSalary: $50,000.00-$58,000.00 per yearSchedule:

• Monday to Friday

Application question(s):

• Have you obtained your OTL/RIBO license?
• Are you intermediate-advanced proficiency with MS office?
• Are you intermediate-advanced proficiency with Zendesk CRM?
• Do you have 1-3 years of insurance customer service experience?