Job Description

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We look forward to hearing from you!

ICBC is currently seeking a customer‑focused professional to join our team as a Client Service Representative at the Kelowna Claim Services. In this frontline role, you will provide driver licensing and identification services while serving as a key point of contact for customers accessing essential public services.

Position Highlights

As a Client Service Representative, you play an essential frontline role in delivering driver licensing and identification services that British Columbians rely on every day. From supporting safe, legal driving to enabling access to work, school, and community life, your work has a direct and meaningful impact.

This position is ideal for individuals who thrive in a fast‑paced, public‑facing environment, enjoy solving problems, and take pride in delivering accurate, professional service – even during frequent interruptions or challenging interactions.

You will work directly with customers to understand their needs, apply legislated requirements, and process a wide range of licensing and identification transactions with care and precision.

Key Responsibilities

• Assess and process applications for driver’s licence renewals, BCID cards, and BC Services Cards, ensuring all regulatory requirements are met
• Verify identity, residency, and eligibility documentation, referring files for further review when required
• Administer vision and knowledge tests in accordance with policy
• Explain driver licensing programs, policies, and procedures clearly to a diverse customer base
• Respond to complex or sensitive customer situations using active listening and adaptable communication
• Process violation ticket payments, disputes, fines, fees, and debt-related transactions, including payment plans
• Accurately collect, record, and reconcile cash and electronic payments; balance daily transactions and prepare deposits
• Maintain precise data entry across multiple computer systems in a high-volume environment
• Perform reception and enquiry functions, responding to questions from the public, businesses, and partner agencies
• Complete other related duties that support office operations and service delivery

Position Requirements

• Proven face‑to‑face customer service experience in a high‑volume environment
• Experience handling cash and financial transactions with accuracy and accountability
• Strong data entry skills and attention to detail in a fast‑paced setting
• Excellent communication skills, including the ability to explain complex information and manage difficult interactions respectfully
• Ability to meet Canadian Border Services Agency security clearance requirements for the Enhanced Driver’s Licence Program
• High school completion and several years of related customer service or public‑facing experience are typically required

Some locations may require additional training for motorcycle testing as "follow vehicle drivers". Participation in these opportunities requires a minimum Class 5 BC Driver's License.

Work Schedule:

Hours of operation are subject to change. Shifts may include Monday to Friday or Tuesday to Saturday schedules, depending on operational needs.

About us:

At ICBC, it’s our job to make sure the car insurance system works for all British Columbians, today and in the future. Check out our ICBC Year in Review 2025 to learn more about what we've accomplished! If you want to make the most of your skills and expertise while growing your career, we want you. A career at ICBC is an opportunity to be part of a talented, diverse and inclusive team that is driven to serve its customers and community. You can expect a competitive salary, comprehensive benefits and a collaborative work environment. If you are reliable and dependable, contact us today to be part of our talented and diverse team as we work together to create an insurance system we can all be proud of.

Our values guide how we interact with customers, partners, and each other. They shape our decisions and create a culture where employees feel inspired and empowered to do their best work.

• Collaborative: We include different perspectives to reach our common goals.
• Supportive: We seek to understand to meet diverse and evolving needs.
• Straightforward: We simplify the complex to make things easier.
• Knowledgeable: We gain knowledge through experience and learning to make informed decisions.

Work arrangements defined:

• Resident – you will work at your primary in-office headquarters on all scheduled work days.

Only candidates legally entitled to work in Canada will be considered for this position.

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