Job Description

Overview

As the Service Centre Representative, you will provide face-to-face customer service related to Manitoba Public Insurance (MPI) products, services (including claims related services) and policies, including selling and issuing these products and services.

Responsibilities

• Issues, renews and/or updates driver’s licences.
• Performs Canada wide searches on the Driver Licence System (zScope).
• Issues driving in force letters, conditional licences, permits, and/or suspension notices.
• Communicates with customers regarding driver’s licence suspensions, including refuse to renew regulations, Graduated Driver Licensing and Driver Education Student Programs, requirements on all classes of driver’s licences, and the Driver Safety Rating system.
• Verifies applicable documents and letters (abstracts, claims experience letters).
• Creates testing appointment services.
• Administers electronic and oral knowledge tests and explain errors to customers as required.
• At locations that offer motorcycle testing, provides assistance in the trailing vehicle during the administration of the road test.
• Checks customers in and verifiies eligibility for driver testing appointments.
• Provides information related to cognitive assessments, through Driver Fitness.
• Interprets on-line customer policy information.
• Issues, cancels, renews and/or update registration and insurance policies.
• Counsels customers on insurance coverage options and additional coverage.
• Administers the International Registration Plan (IRP), pick-up and pay and renewals
• Explains Canadian Loss Experience Automobile Rating and how rates are determined.
• Administers salesperson and dealer tests.
• Issues, renews and replaces previously approved Dealer plates and sell Dealer Interim Registration Permits.
• Issues, renews and replaces Repairer plates..
• Explains Driver Z program, parental consent, cancellation and refund processes.
• Prints and witnesseses Total Loss documents and completes associated IWS transactions.
• Witnesses documents that require a witness and/or Commissioner for Oaths.
• Issues GST refunds and receives payments, as required.
• Monitors inbox and schedules non-driver appointments, adjuster appointments and New Claim events.
• Calculates earned premiums for claim coverage consideration.
• Receives payments for claims buybacks
• Receives tow bills and prepares payments.
• Books interview appointments and collects fees.
• Reviews and analyzes evidence collected and make decisions on application status.

Qualifications

Education

• High school diploma or equivalent.
• Education in customer service or business-related courses are an asset.

Experience

• Three years of customer service and administrative office experience.
• Experience working with MPI products and services is an asset.

Technical Knowledge and Skills:

• Working knowledge of MS Office Software
• Intermediate listening and comprehension skills.
• Initiative and ability to be resourceful.
• Intermediate oral and written communication skills

Employee Benefits

Health benefits

We offer a comprehensive health benefits program that includes:

• flexible health, dental and vision plans
• health spending account
• travel health coverage
• other extended health benefits such as ambulance, massage and physiotherapy

Financial security

In an effort to support financial security, we offer:

• registered pension plan
• group, dependent, and optional life insurance coverage
• sick leave to cover short-term disability
• long-term disability

Wellness

We offer programs that focus on how to better achieve a balance between work and personal commitments, as well as maintain a healthy workplace culture. This includes:

• vacation entitlement
• maternity, parental and adoptive leaves
• bereavement and family responsibility leaves
• employee and family assistance program
• mental-health programming
• onsite employee gym facility (Cityplace)
• discounted gym memberships
• wellness account

Diversity and inclusion

Manitoba Public Insurance believes that diversity and inclusion strengthens us. We consider ourselves to be a barrier-free organization where individual values, beliefs and practices are respected and appreciated for the diversity they bring to our work life.

Employee recognition

It’s important to recognize our employees for their contributions. Not only do we recognize employees as they achieve milestone years in their careers, we also have several outlets for leaders and peers to reward each other for work well done.

Professional development

We want our employees to grow, which is why we offer support in keeping their skills up to date. We offer in-house training, professional development and an educational assistance program.

Safety and health

In an effort to encourage a safe and healthy work environment, we offer various safety, health and workplace policies and programs along with technical expertise and assistance to support employee activities in safety and health.