Customer support representative • richmond bc

Last updated: 3 days ago Full-time

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. If a vibrant atmosphere with great people and an ambitious culture sounds like your kind of fit, apply to join us today.

Our ambition is to be one of Canada’s leading and most innovative P&C; insurers. Come be a part of our journey, and love what you do.

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. Bring your true self and be a part of our journey. It’s better here.

What can you expect in this role?
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 new skills, be adaptive to change, as well as be analytical and decisive while working within the parameters of assigned authority.

What you’ll do?
Responsibilities

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

Receive and process payments (cheques, EFT, credit cards) and prepare deposits

Assist with Accounts Payable and claims cheque processing

Manage Agency Bill business including payment tracking, statement entry, and reconciliations

Maintain accurate and detailed financial records in accordance with company procedures

Provide support and back-up to team members as required.

What you bring?
Qualifications & Experience

University degree or college diploma (or equivalent experience)

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

Excellent organizational, time management, and analytical skills

Robust problem-solving ability with attention to detail

Professional, courteous, and calm under pressure

Ability to work independently and collaboratively in a fast-paced environment

Adaptable, quick learner with sound decision-making skills

Interested in this role, but don't meet every requirement?
We encourage you to apply! We value diverse experiences and perspectives—great people bring value in many ways. If you believe you can excel in this role, tell us how. At Family, inclusion, diversity, and equity aren't just "nice to have" — they're essential to our success.

What's in it for you?

Company share ownership program





Retirement savings program with company-matched RRSP contributions

Generous time away, including vacation, personal leave, and birthday leave.

Paid volunteer days and company matching on charitable donations.

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.

Wellness and recognition programs

Discounts on products and services

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.

You must be legally entitled to work in Canada. Qualified candidates are asked to please submit a cover letter outlining their suitability for this opportunity and a copy of their resume in one document.

We would like to thank all candidates for showing interest in this role and our company; however, only those selected for further consideration will be contacted.

Our inclusive work environment welcomes diversity and supports accessibility. If you require accommodation at any time during the recruitment process, please let us know by contacting: [email protected] .

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