Job Description

Personal Lines Customer Service Representative 

Location: Oakville 

Personal Lines Customer Service Representative (HOU/HRL)

Department HOU or HRL
Reports to Team Leader and/or Personal Lines Manager
Position Customer Service
Hours of Operation 9 – 5 p.m. (Monday to Friday)

It is the duty of our customer service team to provide insurance advice to our current existing book of business. Each CSR is responsible for a specific amount of clients assigned to them in an alpha split. During the daily workflow, the CSR communicates directly with their clients, answers questions, complete policy changes, confirm insurance, take claims, and provide insurance counselling.

HRL - Each day, the CSR will review the inbound renewal, update the customer’s account and advise the client of their pending renewal.

HOU - Follow up with the client after a claim is reported to ensure they have had contact with their insurer. Continue to be part of the customer claims experience and assist the customer if needed during the claim. 


Perform a variety of administrative duties related to:

  • Greeting customers in a professional manner
  • Answer any questions or concerns
  • Update the client account accordingly
  • Follow up on daily open abeyances
  • Provide excellent customer service
  • Complete policy changes with the appropriate paperwork
  • Liaison with the TSR team (Technical Support in-house underwriters)
  • Advise on coverage
  • Tried to upsell and round off accounts
  • Claims counselling
  • Payment counselling
  • Reviewing for remarkets (HRL)
  • Completing applications for new business and/or remarkets (HOU)
  • Providing quotes to existing client accounts
  • Provide back-up to your fellow teams customer while your team member is absent from the office
  • Continue a professional relationship with the customer
  • Update our broker management system
  • Reporting any issues or problems to management
  • Updating payments with the broker management system
  • Collect all required documents according to the workflow involved
  • Stay within the binding authority set out by our broker partners
  • Maintain RIBO educational hours
  • Attend Seminar/Webinars
  • Attending CSR meetings
  • Continue to offer feedback for improved workflows and customer experience
  • Work together with the team and other departments



  • It is the duties of the management team to ensure our CSR team is well informed of the organizations philosophies and given the proper tools to conduct their daily duties.



There is accounting involved for policy changes, renewals, rewrites, and new business - External

  • Professional
  • Be Clear and Precise
  • Ask appropriate questions to direct enquiry
  • Personalize the experience for the customers
  • If the client is unhappy or angry, maintain a professional manner, listen and de-escalate the situation.


Department/Position - Internal

  • Work with the internal departments to ensure the organizations philosophy for working together as (ONE) team
  • Appreciate each departments workflow
    Communication in a clear and professional manner
    Support your fellow team members
    Offer constructive feedback for workflows or improved customer experiences


Contract Not applicable

Computer Skills and other equipment

  • MS Office Applications
  • Mail Machine
  • Power Broker
  • Phone/Voice mail
  • Applied Rating Systems
  • Insurance company portals
  • Printer/Scanner/Fax


Key Knowledge, Skills and Abilities

  • Time management
  • Email adequate
  • Work in a fast pace environment
  • Multi-task
  • Mathematical
  • Conflict management
  • Effective listening
  • Team work
  • Creativity and Problem solving
  • Adaptability and flexibility



  • Technical
  • Performance
  • Strength
  • Team


We provide broker-aided consumer friendly service to the industry buying public. We evaluate and develop a strategy to help manage their costs and provide professional advice.


  • Ability to use multiple devices/tools to perform the daily tasks
  • Provide exceptional communication to customers
  • Reliable and eager
  • Friendliness, good body language, preparation
  • Proper Attitude
  • Professional
  • Knowledgeable
  • Fostering Teamwork
  • Listens and responds constructively to other team members’ ideas
  • Reinforces team member for their contributions
  • Seeks opportunities to work on projections to develop experience and knowledge
  • Conveys confidence
  • Embraces Change


DGA Careers has been proudly serving the Canadian insurance industry for over 30 years, specializing in providing insurance recruiting services to major insurers, insurance brokerage firms and independent adjusting firms. With offices in Toronto, Vancouver, Montreal, Edmonton, and Calgary, DGA Careers is well positioned to conduct searches with a national scope. Our unrivalled professional network across Canada provides us with the ability to reach vital key influencers and passive candidates nationally.

Interested candidates please contact Otis at 416-868-6711 x.234 or forward your resume in confidence to If you are working with another DGA recruiter, feel free to ask them about this position.

Job Posting Details

Job Type


Market Segment

Property Casualty Insurance

Company Type

Recruiting Consultants

Languages Required


Education Required


Expertise Area

Broker: Broker-Personal

Minimum Experience Required

5 to 6 Years