Customer Care Representative

Role Overview

• Be the primary point of contact for our policyholders — fielding inbound calls, resolving policy questions, explaining coverage and billing details, and handling administrative policy transactions with a high degree of accuracy.
• Spend around 80% of your time on the phones; the remainder on written correspondence and policy maintenance.
• Represent Optiom's service standards on every call and leave every policyholder feeling heard, informed, and well-served.

Requirements

• 1–2 years of experience in a customer service, call center, or client-facing role — required.
• Confident, professional verbal communication — you are comfortable guiding policyholders through complex billing, coverage, and policy questions over the phone.
• Strong active listening skills and genuine empathy; you understand that every call represents a real person navigating a real concern.
• High attention to detail — you catch the things others miss, and you know that accuracy in a regulated environment has real consequences.
• Comfort working in a structured, procedure-driven environment where following established call-handling protocols is not optional.
• Experience navigating CRM or policy management portals and logging call notes in a digital environment.
• The ability to handle confidential policyholder information with integrity and professionalism.
• A collaborative attitude and openness to feedback — you are here to grow, and you take the team's standards seriously.
• Bonus Points For Prior experience in insurance, financial services, or another regulated customer service environment.
• Familiarity with insurance policy terms, coverage types, or premium financing concepts.
• Experience in a non-licensed insurance agent role with a working understanding of authority limits under provincial insurance legislation.
• Exposure to billing, payment processing, or premium finance administration workflows.
• Experience with Salesforce, Guidewire, or comparable CRM or policy management systems.
• Bilingual in English and a second language such as Punjabi, Mandarin, or French.

Tech Stack

• Guidewire

Benefits

• Meaningful customer impact — every call is an opportunity to support a real person through a real concern.
• Structured environment with clear accountability — defined procedures, established service expectations, and direct support from the Manager, Client Care Services.
• Career development in a growing specialty niche — Optiom's expanding product footprint provides a pathway into senior client care, licensed agent, or operations roles.
• Collaborative, performance-oriented team culture with structured onboarding and a clear role mandate.