Operations Associate

This position is based in Calgary, Alberta and has hybrid/remote work flexibility

The Alberta New Home Warranty Program Group of Companies (ANHWP Group), is Alberta’s most experienced and most trusted new home warranty provider and educator for homebuilders. As Alberta’s leader in new home warranty products and services for over 45 years, we continue to raise the bar to meet the needs of homeowners and our Builder Members.

This position resides with The New Home Warranty Insurance (Canada) Corporation (NHWICC) and works alongside the Alberta New Home Warranty Program (ANHWP) and the Professional Home Builders Institute of Alberta (PHBI).

Accountable for

Reporting to the Senior Advisor, Operational Excellence, this role is responsible for supporting new home warranty operations.  The primary objective of this role is to ensure our new home warranty enrolment and commencement processes are managed in an effective and efficient manner while also providing superior service to our Builder Members, Policy holders, and Homeowners.  The role plays a critical role in ensuring we adhere to new home warranty regulations and guidelines.

Responsibilities

The primary responsibilities of the Operations Associate are:

  • Efficiently and accurately support operations related to new home warranty enrolments and commencements including policies, welcome packages, notifications, integration with provincial registries, invoicing, change requests and various troubleshooting.
  • Fully utilize CRM and other electronic tools to maximize customer service and data management
  • Providing outstanding customer service and support to our Builder Members
  • Assist our Customer Solution team in supporting Builder Members
  • Perform records management for the purpose of supporting appropriate business units and regulatory compliance
  • Ensure that all reports and other communications with homeowners, builders, management, and other parties are consistent with department and Organization guidelines.
  • Provide support, coordination, and backup to our contact centre
  • Communicate and coordinate with other departments to achieve mutual goals and objectives.
  • Suggest new or improved procedures and processes and maintain existing procedures and processes.
  • Assist with the implementation of approved changes to policies and procedures.
  • Assist other departmental teams in responding to inquiries and fostering relationships with existing clients
  • Update and maintain database(s) and track documents as necessary.
  • Effectively and efficiently answer incoming inquiries (calls, e-mails, walk-ins, etc) regarding all aspects of new home warranty and ensuring accurate information and positive customer service
  • Identify data integrity failures and other administrative issues and rectify or advise management.
  • Participate in and provide input and support in a team focused environment.
  • Provide professional, detailed, and organized diligence to assigned duties.

Skills and Experience

The successful applicant must possess one of the following combinations of education and experience:

  • High school or GED and at least three to four years of relevant experience OR
  • A completed certificate, diploma or degree and at least one to two years of relevant experience
  • Relevant experience is defined as: Contact centre operations, operations administration, customer service and/or database management
  • Previous experience in warranties and/or with home builders is considered an asset
  • Familiarity of Alberta New Home Warranty Program (“ANHWP”) products, offerings and processes is considered an asset
  • Excellent communication skills (written and oral)
  • High Proficiency in MS Office
  • Previous experience with Salesforce CRM is preferred
  • Sound judgment and organizational skills, including ability to prioritize workload and formulate recommendations
  • Ability to work on multiple projects simultaneously demonstrating effective time management skills
  • Self-motivated and detail oriented
  • Able to conduct oneself in a courteous and professional manner at all times;

Why you should join us

The Alberta New Home Warranty Program Group of Companies offers challenging and meaningful work, a positive work environment with amazing colleagues.  Our benefit package includes:

  • Hybrid/remote work structure
  • Annual short-term incentive pay (bonus program)
  • Paid sick time and flex days
  • Medical, dental and vision benefits
  • Health Spending Account
  • Pension plan (RPP company matching)
  • On the job training
  • Company events
  • Progressive corporate culture that supports our greatest assets – our people

Core Competencies

  • Customer Focus

  • Continuous Improvement

  • Valuing and Respecting People

  • Empowerment and Accountability

  • Actions and Decisions Based on Fact

  • Ethics and Integrity

  • Communication

  • Team Work

  • Results Orientation

  • Analysis and Problem Solving

  • Planning and Organizing

  • Quality Orientation

  • Time Management

  • Creative and Innovative Thinking