What it’s like to be a Northbridge Customer Experience System Advisor

As a Customer Experience System Advisor, you’ll play a key role in supporting and optimizing Northbridge’s Cloud Contact Centre (NiCE) platform. You’ll help ensure our system is stable, fully utilized, and delivering the best possible experience for our frontline teams and customers. In this role, you’ll act as the liaison between users, operational teams, IT, and vendors, while also supporting testing, troubleshooting, and training. You’ll assist with the rollout of new features and enhancements, build scalable training programs, and help maximize the value of NiCE for more than 600 users across Billing, Claims, Underwriting, Office Services, Reception, and Federated teams. If you’re technically strong, customer‑focused, and energized by helping people use technology with confidence, this is the role for you.

We want your talent!

If you are great at:

• Translating technical information into clear, simple guidance for non‑technical audiences
• Troubleshooting issues with curiosity, patience, and sound judgment
• Facilitating virtual and in‑person training confidently
• Providing responsive, customer‑first service to diverse user groups
• Communicating clearly, proactively, and professionally with stakeholders at all levels

You have:

• 3+ years of experience in contact centre operations, customer service, systems support, or similar roles
• Strong technical aptitude with experience using or supporting contact centre platforms (NiCE CXOne is an asset)
• Experience conducting system testing/UAT and supporting users with technical inquiries
• Training experience, including building training content and facilitating virtual or in‑person sessions
• Proficiency with Microsoft Office and the ability to work independently while supporting diverse user groups

We really mean it when we say we put you first. Here are a few ways how:

-**Hybrid work!**You get to work from the office and at home 50/50, allowing you to manage both worlds with the ease and flexibility you need.

• We offercompetitive salariesand support your financial health through our employee share purchase plan, pension plans, RRSP, discounts on staff insurance, and more!
• We help you prioritize your well‑being from day one throughflexible health benefits, early leave days, wellness programs, and rewards and recognition programs.
• We are invested in helping you grow in your career througheducation assistanceto complete your CIP, FCIP, CRM or other desired courses,internal mobility, leadership training, and mentoring programs.
• NBFC cares about the community and supports the causes you believe in withdonation matching and team volunteer days.

We’re committed to pay transparency and fairness. The base salary range for this role is $64,000 - $96,000, which reflects the expected base pay – not the total compensation package. The actual base salary may vary depending on your experience, skills, and alignment with the position. We’re also open to candidates at different levels, so if this range doesn’t quite match your expectations, don’t let that hold you back — we’d still love to hear from you.

This is a real opportunity — we’re actively hiring! If the role sounds like a good fit, we encourage you to apply. Beyond base pay, we offer a robust Total Rewards program that includes benefits, wellness support, and other meaningful perks.

We also want to be transparent about our hiring process. While one of our systems includes AI capabilities, over 99% of our screening is done by real people. We believe in thoughtful, human-centered hiring decisions, and are committed to giving every application the attention it deserves.

#LI-Hybrid #LI-SK1

Qui nous sommes

Nous sommes la Financière Northbridge. Nous sommes fiers d’être une société canadienne à 100 %, détenue en propriété exclusive par Fairfax Financial. Nous offrons nos services par l’entremise de nos marques Northbridge Assurance, Les assurances Federated et TruShield Assurance. Nous sommes reconnus comme étant l’une des plus importantes sociétés d’assurance de dommages des entreprises au Canada. Nos employés sont engagés à comprendre les besoins de nos clients, et nous faisons tout en notre pouvoir pour aider les entreprises canadiennes à connaître un avenir meilleur et plus sécuritaire. Nous sommes une entreprise formée de personnes passionnées qui placent les gens au cœur de leurs préoccupations. Souhaitez-vous vous joindre à une équipe qui croit en l’importance de travailler fort, et d’avoir du plaisir au travail, tout en améliorant les choses? Ne cherchez pas plus loin que Northbridge.

À la Financière Northbridge, nous avons à cœur de créer un milieu de travail inclusif où nous célébrons les employés et les accueillons comme ils sont. Peu importe qui vous êtes ou ce qui vous rend unique, nous vous accueillons à bras ouverts. Veuillez simplement nous indiquer comment nous pouvons vous aider ou vous accommoder au cours du processus de sélection.