Broker Support Analyst - l

About Portage Mutual: Where Your Talent Makes a Difference

Imagine a workplace where your contributions are not only valued but also directly impact the lives of Canadians. At Portage Mutual Insurance, we’re more than just a trusted national property and casualty insurer—we’re a community of passionate individuals dedicated to serving our policyholders since 1884. Owned by our policyholders, we proudly offer competitive home, auto, commercial, and farm insurance products 100% through our broker network across Canada. Join a company rooted in tradition, driven by innovation, and powered by a people-first culture.

Why Portage Mutual?

At Portage Mutual, we believe that our people are our greatest asset. Here, you’ll find:

• Total Rewards: We care about your well-being and financial security.  That’s why we offer a competitive salary, incentive plan, comprehensive health benefits, a pension plan and generous paid time off, including personal days.
• Career Growth & Development: Propel your career forward with access to diverse learning resources, tuition reimbursement for relevant programs, and bonuses recognizing your achievements in pursuing insurance designations.
• Flexibility: We support work-life integration by offering a flexible environment where you can choose to live wherever you prefer in Canada.  Enjoy the freedom to select remote, in-office, and hybrid work arrangements that best suit your lifestyle.
• Inclusivity and Belonging: Be a part of a supportive and diverse team that embraces your unique perspective and empowers you to succeed.  We’re dedicated to creating a workplace where every employee feels welcomed, valued and respected.
• Making a Difference: Find purpose in your career by aligning with an organization that shares your values and is committed to making a difference in the communities we serve.

The Opportunity: Broker Support Analyst I

As a Broker Support Analyst, you’ll play a crucial role in supporting our broker network and internal business customers by:

• Providing Tier 1 support for broker and end-user service and system inquiries.
• Responding to broker inquiries, service requests, and incident reports in a courteous and timely manner.
• Assessing issues involving broker-facing systems, IT equipment, applications, and services, and helping determine the best path to resolution.
• Logging, monitoring, and maintaining incident and service requests while keeping brokers and internal customers informed.
• Supporting continuous improvement by documenting common issues, identifying recurring problems, and recommending service or process enhancements.

We’re looking for a detail-oriented, analytical, and collaborative team player who embodies our company values and is committed to providing top-notch service.

What You’ll Do:

• Provide Tier 1 support for broker and end-user service/system inquiries and issues.
• Efficiently log and process incoming queries, service requests, and incident reports from brokers, either by email, phone, or our broker support portal.
• Take detailed notes, determine steps to resolution, and manage the flow of incoming requests.
• Maintain and monitor incident/service requests in our ITSM tool (JIRA) while responding to issues in a courteous, timely, and appropriate manner.
• Troubleshoot issues and help determine business priority and severity, and escalate advanced incidents/service requests to Tier 2 or Tier 3 support when required.
• Resolve problems and continuously follow up keeping staff and brokers informed on the status of their requests or issues while also working to determine how we can improve our services and processes.
• Maintain detailed records of incidents and service requests to assist with diagnosing and repairing complex issues, collecting data regarding recurring incidents and problems, and providing recommendations to prevent future incidents.
• Assist with creating, editing, and maintaining IT documentation. This includes common issues or service request FAQs, departmental best practices and process documentation, as well as broker notices or self-help documents.
• Assist with performing data analysis to determine the common incidents and problems that are occurring and make recommendations for system enhancements or business process changes that will help us support our staff and brokers more effectively and efficiently.

What You’ll Bring:

• 1-2 years’ experience in a Business Analyst or end-user support role.
• Experience with or knowledge of P&C insurance is preferred.
• Exceptional computer skills; including Microsoft Office Suite (Word, Excel, PowerPoint).
• Experience with Windows operating systems (7 and 10), Apple and Android devices, tablets, etc.
• Basic knowledge of generating process documentation.
• Good verbal and written communication skills, including the ability to explain IT concepts and technologies to stakeholders.
• Detail oriented, analytical and inquisitive.
• Ability to work independently and collaborate effectively in a team environment is required.
• College Diploma or University Degree in the field of Computers, Technology or Business.
• Willingness to work toward ITIL certification.

The targeted pay range for this position in the following locations are: 

Canada – Manitoba: $53,400 to $66,800 CAD / Annual 

Our pay ranges reflect the minimum and maximum target for new hire pay for the full-time position determined by role and level. The pay range shown is based on our compensation structure in place at the time of posting and may be updated periodically based on business needs. Individual pay is based on additional factors including job-related skills, experience, and relevant education and/or training. 

Portage Mutual uses artificial intelligence and automations in its recruitment practices for activities that may include searching for qualified candidates, screening applications, preparing interview questions, recording interviews, drafting transcripts and other administrative tasks. AI is never used for decision making purposes. 

Ready to Make an Impact?

If you’re seeking a rewarding career with a company that values its employees and is committed to making a difference, we invite you to apply! If you have the qualifications we are seeking and would thrive in a work environment where you are valued and respected, please apply!

Portage Mutual Insurance is committed to providing accommodations for people with disabilities during all phases of the recruiting process, including the application process. If you require accommodation because of a disability, we will work with you to meet your needs. If you are selected for an interview and require accommodation, please advise the HR representative who will consult with you to determine an appropriate accommodation.

Please submit your resume and cover letter!

We thank you for your interest in Portage Mutual Insurance, however, only those selected for an interview will be contacted. (No agencies please).