Bilingual Broker Helpdesk Analyst

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Job Overview


Under direct supervision, this job contributes to Wawanesa’s success by acting as a single point of contact, and providing initial support, on restoration of service for broker applications to Brokers and Wawanesa Branch staff within established service level targets.

Job Responsibilities

  • Provide a high level of customer service by communicating with our customers to facilitate the timely resolution of reported Incidents/Requests
  • Recognize, investigate and resolve inconsistencies with data and various system applications
  • Utilize the ServiceNow Knowledge Base to investigate and resolve Incidents/Requests
  • Ensure accurate and up to date support information exists in the knowledge Base
  • Establish and maintain good working relationship with our support teams
  • Serve as the liaison between our external customers and our support teams
  • Willingness to collaborate/co-locate with other teams within the organization
  • Participate in cross-functional team meeting and scrums to share information and build valued working relationships within the team and other teams within the organization
  • Contribute to the ongoing improvement of departmental processes, procedures and standards by recognizing opportunities for improvement
  • Perform other duties as assigned.



  • 2 years’ experience in customer service
  • Experience with an incident tracking tool will be considered an asset
  • Related experience and training in troubleshooting and providing first level support
  • Strong knowledge of telephony system
  • Good customer service skills by providing friendly, cheerful service
  • Strong attention to details, identifying and addressing issues shared by Brokers and Staff 
  • Ability to express ideas clearly and asks probing questions appropriately 
  • Strong organization skills by prioritizing and reprioritizing tasks appropriately
  • Experience in the Property and Casualty Insurance industry in considered an asset
  • Strong knowledge of Insurance/Brokerage terminologies
  • GIE and CIP certification will be considered an asset
  • Fluent in French and English is required

Salary: at Wawanesa, salary is only one component of a holistic, comprehensive and competitive offering that we provide to our employees. In addition to salary, full-time and part-time permanent employees are eligible for an annual bonus plan, leave of absence top-up programs and provided with generous vacation time, personal days, premium free benefits and pension plan.   

The salary offered for this role is determined with consideration to various factors, including but not limited to: your work location, local labour market conditions, external market salary data, internal pay equity and the knowledge, skills, experience and anticipated proficiency in the role. The salary offered is estimated to be within the following range: CAD $40,881-$58,075 per year. Candidates with salary expectations outside of the range are still encouraged to apply.