Family is part of Definity, a Canadian multi-channel, property, and casualty insurance company whose success is founded on our family of companies’ long history of delivering a superior experience for those who count on us. We’re proud to help our customers, broker partners, employees, and communities adapt and thrive in a world of constant change. Our success in transforming into a digital leader in our industry is driven by a talented and engaged team with a passion for innovation and high performance.

To us, a seamless user experience is as important as the people behind it. That’s why we hire the most service-oriented individuals in BC and empower them with the tools they need to wow both our broker network and their clients. Family offers a flexible, hybrid work experience where employees work from the office and virtually depending on the type of work they are doing and who they are working with.

Reporting to the Team Lead, Finance, the Customer Service Representative (CSR), Billing will perform a variety of customer service, administrative, and bookkeeping functions within the department. The incumbent must possess strong customer service skills, be an effective team player, be detail oriented, and maintain integrity in all dealings. The CSR, Billing, needs to easily learn current skills, be adaptive to change, as well as be analytical and decisive while working within the parameters of assigned authority.

Respond to customer and broker inquiries related to billing and payments via phone and email,



resolving issues efficiently in a single interaction Coordinate payment arrangements for customers with overdue accounts Advise customers and brokers on finance policies and procedures Generate and distribute overdue notices and collection communications Assist with Accounts Payable and claims cheque processing Manage Agency Bill business including payment tracking, statement entry, and reconciliations Provide support and back-up to team members as required. Minimum 1 year of customer service experience (billing experience preferred) Bookkeeping experience is considered an asset Broker Level 1 License or willingness to obtain within the first 3 months (cost covered) Strong customer service and communication skills (written and verbal) Intermediate proficiency in Microsoft Excel and Word At Family, inclusion, diversity, and equity aren't just "nice to have" — they're essential to our success. Retirement savings program with company-matched RRSP contributions Generous time away, including vacation, personal leave, and birthday leave.

Competitive salary and benefits, including educational resources, tuition assistance, and paid time off to study for exams. Focus on inclusion with employee groups, access to BIPOC counsellors, and access to programs for working parents. Actual salary for the role may vary depending on work location of the successful candidate and other factors including but not limited to, skills, education, experience, working conditions and the local labour market.

In addition to base pay, eligible employees may participate in various incentive plans which are paid out at the discretion of the company and subject to individual and company performance. Our inclusive work environment welcomes diversity and supports accessibility.

📌 Remote Customer Service and Sales Representative (Vancouver)
🏢 HMG Careers
📍 Vancouver