PERSONAL LINES CSR

GENERAL SUMMARY

A prominent insurance brokerage in Ontario that continue to grow is looking for an experienced Personal Insurance Customer Service Representative (RIBO Licensed) with knowledge of the different insurance companies and insurance portals who is able to service our Personal Home and Auto and Commercial Insurance clients. If you have strong organizational skills, able to multitask and knowledgeable on the markets, you can be part of our great team known for customer service and retention!

Aside from providing exceptional claims service to our customers, this role will focus on customer care; explaining coverage/limits, reviewing policies, discussing products with respect to the customer’s automobile and property needs, remarketing policies when warranted and developing an account at every opportunity with retention and growth being major focal points throughout the year.

DUTIES and RESPONSIBILITIES

Customer Service:

• Receive an incoming call immediately or if necessary, return the call within 2 hours
• Greet a walk-in client immediately to avoid them waiting unnecessarily
• Report claims immediately and follow up with the Adjuster & the Insured within 2 hours to ensure client satisfaction
• Follow up with the Adjuster & the Insured on regularly basis with respect to serious or more difficult/complex claims
• Review policies, as required
• Clearly explain coverage and limits to clients, discuss products to address needs and gaps in coverage
• Resolve issues regarding client premiums, account reconciliation, and other issues as they arise
• Receive payments and follow up on Aged Receivables
• Maintain professional demeanor when handling complaints, solving problems or interpreting/resolving conflicts with clients
• Obtain, explain, and exchange information with clients, Business Development representatives of professional agencies or governments and with your co-workers while acting within the boundaries of the Privacy Act and as it pertains to our client

Sales:

• Develop the client’s coverage by up selling
• Write new business by rounding accounts and by referral

Processing:

• Understand how to access and read on-line manuals
• Read all incoming Company correspondence to stay informed
• Maintain BMS, documenting client conversations and resulting activity, renewal review, recommendations, etc.
• Review abeyances on a daily basis to avoid backlog
• Requests changes on behalf of the client
• Prepare quotes on behalf of the client
• Prepare applications for new business or remarkets, as required

JOB REQUIREMENTS

Education Level

• High School level education
• Registered Insurance Broker of Ontario (RIBO) Certification

Computer Skills

• MS Office Applications
• Broker Management Systems
• Rating software
• Portal Navigation
• Excel Application, an asset

Key Knowledge, Skills and Abilities

• Exceptional Customer Service
• Multi-tasking
• Problem solving and Conflict management
• Effective listening
• Policy interpretation

Professional Experience Minimum 3 years of CSR experience

Job Type: Full-time & Permanent Position