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Bilingual Help Desk Support

Date: Aug 6, 2022

Location: Winnipeg, MB, CA, R3G 0R5 Calgary, AB, CA, T2R-0E4 Edmonton, AB, CA, T6E-6A8 Moncton, New Brunswick, CA, E1E-4R5 Montreal, Quebec, CA, H4P-2J4 Remote - Canada, CA Toronto, ON, CA, M2P-2B7 Vancouver, British Columbia, CA, V6J-4Y3

Company: Wawanesa Insurance


We’re proud to give our employees the flexibility to choose how and where they want to work. In this role, you can decide whether your preference is to work from home (remote), work from the office or a hybrid of time spent at both. You may live in and work in any of the following locations: Quebec, British Columbia, Alberta, Saskatchewan, Manitoba, Ontario, New Brunswick, Nova Scotia, Prince Edward Island, Newfoundland & Labrador and/or the Yukon.

The Wawanesa Mutual Insurance Company, founded in 1896, is Canada’s largest mutual insurer, with $3.9 billion in annual revenue and assets of $10.5 billion. Wawanesa Mutual, with executive offices in Winnipeg, is the parent company of Wawanesa General, which offers property and casualty insurance in California and Oregon; Wawanesa Life, which provides life insurance products and services throughout Canada; and Western Financial Group, which distributes personal and business insurance across Western Canada. With more than 5,700 employees, Wawanesa proudly serves more than two million policyholders in Canada and the United States. Wawanesa is thrilled to be named one of Canada’s Best Employers by Forbes for 2022. This certification recognizes us as a leading employer and reinforces that we’re a company that values our people for who they are and the work they do to support our customers, communities, and brokers. Wawanesa is also a Manitoba Top Employer for 2022 recognizing that we are an exceptional place to work. Wawanesa actively gives back to organizations that strengthen communities where it operates, donating well above internationally recognized benchmarks for excellence in corporate philanthropy.

We are currently looking for dedicated, driven, and enthusiastic individuals who thrive in an environment that welcomes change and are looking for an opportunity for diverse experience and advancement on a growing team.


Job Overview

Under direct supervision, this job contributes to Wawanesa’s success by acting as a single point of contact, and providing initial support, on restoration of service for broker applications to Brokers and Wawanesa Branch staff within established service level targets. As our business within the Quebec region continues to grow we are looking to hire a bilingual resource to provide additional support to our brokers. 


Job Responsibilities 

  • Provide a high level of customer service by communicating with our customers to facilitate the timely resolution of reported Incidents/Requests
  • Recognize, investigate and resolve inconsistencies with data and various system applications
  • Utilize the ServiceNow Knowledge Base to investigate and resolve Incidents/Requests
  • Ensure accurate and up to date support information exists in the knowledge Base
  • Establish and maintain good working relationship with our support teams
  • Serve as the liaison between our external customers and our support teams
  • Willingness to collaborate/co-locate with other teams within the organization
  • Participate in cross-functional team meeting and scrums to share information and build valued working relationships within the team and other teams within the organization
  • Contribute to the ongoing improvement of departmental processes, procedures and standards by recognizing opportunities for improvement
  • Perform other duties as assigned.


  • 2 years’ experience in customer service
  • Fully proficient in French & English.
  • Experience with an incident tracking tool will be considered an asset
  • Related experience and training in troubleshooting and providing first level support
  • Strong knowledge of telephony system
  • Good customer service skills by providing friendly, cheerful service
  • Strong attention to details, identifying and addressing issues shared by Brokers and Staff
  • Ability to express ideas clearly and asks probing questions appropriately
  • Strong organization skills by prioritizing and reprioritizing tasks appropriately
  • Experience in the Property and Casualty Insurance industry in considered an asset
  • Strong knowledge of Insurance/Brokerage terminologies
  • GIE and CIP certification will be considered an asset

Wawanesa provides its employees with a respectful, challenging and rewarding environment where they can maximize their potential while contributing to the company’s goals. Our full-time permanent employees are provided with highly competitive compensation packages (salaries, generous vacation allowance, leave top up, annual bonus plan, premium free benefits and a pension plan). Wawanesa provides a stable environment for its employees in today’s challenging markets. 

Wawanesa is an equal opportunity employer and is committed to fostering a diverse workforce that is equitable and inclusive for all. Wawanesa provides equal employment opportunity to all employees and applicants without regard to an individual’s protected status: race/ethnicity, colour, religion, creed, sex or gender, sexual orientation, gender identity or expression, family or marital status, pregnancy/childbirth or related conditions, national origin, disability, military or veteran status, or any other protected status. Accommodations are available upon request throughout all aspects of the selection process. Candidates requiring accommodations may contact, in confidence,


If you are interested in this exciting, challenging position with Wawanesa, apply today with your Resume.

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