Sales & Service Administration Representative, Shared Services

Job summary

The representative will provide administrative support and exceptional client service by processing correspondence, managing inquiries, and maintaining accurate policy documentation. They will also assist with payment processing and navigate the client portal to ensure efficient organizational operations.

Job details

Who We Are With every job, there’s always the question of “why”. Why join a company? Why be part of their mission? Here, the why is easy. It’s because at some point, we’ve all needed someone there for us. At the OTIP Group of Companies (OGC), we believe that something special happens when employees feel valued for the work they do, supported as the people they are, and included in the very fabric of the organization: they bring their best to work every day. And that's why we mean it when we say we put our people at the centre of everything we do. Join us as we grow our way into a future that reimagines what it means to deliver meaningful benefits support and service. What You’ll Do: Reporting to the Assistant Manager, Shared Services, you will be responsible for representing Orbit's professional image through exceptional client service and administrative support. In this role, you will provide administrative assistance to management, Sales and Service Representatives, and clients, helping to enhance the overall effectiveness and efficiency of the organization. The core parts of your role will include: Process daily correspondence, including reviewing, sorting, scanning, and routing incoming documents. Be logged into the administrative phone skill and provide support to clients with payment processing, documentation requests, and general inquiries. Assist clients with navigating the Orbit Client Portal and accessing available self-service features. Manage and triage the regional shared email inbox by sorting, distributing, and responding to broker support requests. Initiate communication with clients, brokers, carriers, and other third parties regarding incoming correspondence when required. Process and transact new policies in the Applied Epic Broker Management System (BMS) for carriers whose policies do not download automatically, ensuring policy information is entered accurately and documentation is completed in a timely manner. Deliver exceptional customer service by adhering to service standards and maintaining strict confidentiality. Respond to verbal and written inquiries from clients, providing accurate information and timely resolutions. Review and respond to client and third-party requests, including contacting clients and external partners to obtain additional information and returning messages as needed. Review new business applications to ensure completeness and accuracy. Enter policy information and document follow-up activities for outstanding requirements. Audit and update policy information within the broker management system to ensure data integrity and policy accuracy. Process policy changes, including billing adjustments, directly through carrier online systems while ensuring compliance with underwriting and binding requirements. Process policy cancellations and reinstatements as requested by clients and insurance carriers. Maintain strict confidentiality of client, employee, and organizational information. Perform additional administrative and support duties as assigned within the scope of the role. Let’s Talk About You This is the unique blend of skills and experience we would love to see in an ideal candidate: Excellent verbal and written communication skills, with the ability to interact professionally with clients, colleagues, and external partners. Strong organizational and time management skills, with the ability to effectively manage multiple priorities and deadlines. Intermediate proficiency in Microsoft Office Suite applications, including Outlook, Word, and Excel. Experience working with Applied Epic is considered an asset. Knowledge of insurance carrier portals and online systems is considered an asset. Previous experience in an insurance brokerage or administrative support environment is considered an asset. We also consider your potential. If you know you have what it takes to do the job, but your experience doesn’t exactly match the qualifications above, we encourage you to apply and provide us with more details about why you think you would be a great fit. Working conditions This is a full time in office position. (5 days) Ability to occasionally adjust work hours to support operational requirements. Flexibility to work overtime as needed. Salary Range: This position offers a competitive salary from a range $44,581 to $61,299, along with rewarding bonuses that recognize your dedication. At the OTIP Group of Companies (OGC), we value transparency and take multiple factors into account when determining your starting salary, including your skills, experience, and alignment with the role as well as internal equity, while positioning you for continued growth and recognition over time. Some of the Perks We Offer: We offer best-in-class pension and benefits, total reward programs and comprehensive mental wellness support to set you up for every success in and outside of work. Here are just some of the reasons you’ll love working here: Defined benefit pension plan for a financially confident retirement 100% coverage of approved continuing education and licensing fees Access to a wealth of learning resources, including LinkedIn Learning for professional development Flexible work-from-home and hybrid options Unlock your potential with opportunities for advancement Let’s work together! If you are interested in this opportunity, please apply online. The OTIP Group of Companies (“OGC”) is a group of affiliated organizations operating under a shared purpose and values. OGC is comprised of Ontario Teachers Insurance Plan (OTIP), Curo Claims Services, and Orbit Insurance Services. Candidate communications may refer to OGC when referencing any of the affiliated organizations applied to. This recruitment process uses artificial intelligence tools to assist with screening and assessing applications. All hiring decisions include human review. OTIP and its group of companies strive to create an accessible and inclusive work environment where everyone is treated with respect and dignity. Upon individual request, we will endeavor to remove any barrier to the recruitment and selection processes and provide accommodations for persons with disabilities. As a business, we protect what matters most to our members. As an employer, we value what matters most in our workplace. Together, this includes fostering a diverse, equitable and inclusive environment for all. We are committed to learning and evolving so we can continue to celebrate what makes us special. You are who you are, and our differences are what make us unique. We are an equal opportunity employer and encourage applications from all qualified individuals. We thank all applicants for their interest; however, only candidates selected for an interview will be contacted.

What you’ll do

The representative will provide administrative support and exceptional client service by processing correspondence, managing inquiries, and maintaining accurate policy documentation. They will also assist with payment processing and navigate the client portal to ensure efficient organizational operations.

Requirements

The ideal candidate should possess strong communication and organizational skills with intermediate proficiency in Microsoft Office. Experience with insurance brokerage environments and systems like Applied Epic is considered an asset.

Benefits

• Defined benefit pension plan • Continuing education coverage • Licensing fee coverage • Professional development resources • Mental wellness support • Flexible work arrangements

Listed skills

• Time management · Preferred
• Customer service · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Administrative support
• Client service
• Payment processing
• Documentation management
• Applied Epic
• Broker management system
• Data integrity
• Policy administration
• Communication skills
• Time management
• Microsoft Office Suite
• Insurance brokerage
• Underwriting compliance
• Conflict resolution
• Confidentiality
• Administrative Support
• Workplace Inclusivity
• Professionalism
• Service Standards
• Microsoft Excel
• Artificial Intelligence
• Auditing
• Underwriting
• Billing
• Brokerage
• Building Management System
• Management
• Customer Service
• Textiles
• Communication
• Data Integrity
• Sales
• Microsoft Outlook
• Microsoft Office
• Payment Processing
• Self Service Technologies
• Sorting
• Time Management
• Triage
• Print Binding

Job areas

• Administrative
• Customer Service & Support
• Finance & Accounting
• Sales
• Shared Services Representative
• Sales Representative (General)
• Commercial Sales Representatives
• Sales Representatives, Wholesale and Manufacturing, Except Technical and Scientific Products