Customer Care Representative

Be the voice of Optiom. Make every call count. Build a career in specialty insurance.

If you thrive in a fast-paced environment, take pride in every customer interaction, and bring both empathy and precision to your work — this role was made for you.

Optiom is hiring a Customer Care Representative to join our Client Care team. In this front-line service role, you will 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. Around 80% of your time will be spent on the phones; the remainder on written correspondence and policy maintenance. You will represent Optiom's service standards on every call and leave every policyholder feeling heard, informed, and well-served.

WHO YOU ARE

You may not have worked in insurance before. But you will thrive here if you are the kind of person who stays composed under volume, communicates with confidence and warmth, and takes ownership of every interaction from first ring to resolution.

You Bring

• 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.

WHO WE ARE

Optiom is a specialty MGA and a wholly owned subsidiary of Aviva Canada, one of the country's largest property and casualty insurers. We design and distribute specialty vehicle replacement insurance products through a national network of more than 330 dealerships and 900 broker offices — embedded at the point of vehicle financing and leasing across Canada.

We are a team of specialists who take pride in what we build and how we serve. Our products protect Canadians in moments that matter, and our people are the reason our broker and dealer partners trust us year after year. Joining Optiom means joining a business with strong backing, a clear purpose, and real room to grow.

• Backed by Aviva Canada — enterprise-level resources in a specialty MGA that still feels like a team, not a bureaucracy.
• Meaningful customer impact — every call is an opportunity to support a real person through a real concern. Your service shapes the Optiom experience.
• 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.
• On-site positions available in Calgary, Alberta and Langley, BC — stable, in-person team environments where you will be part of something that matters.

Optiom uses AI tools to assist with initial screening. All final hiring decisions are made by Optiom's human hiring team.

Optiom is committed to providing accessible recruitment processes. If you require accommodation during any stage of the selection process, please advise us and we will work with you to meet your needs.

We thank all applicants for their interest. Only those selected for further consideration will be contacted.