Job Description
Please Note: This is a full-time, in-office position located at 2345 Argentia Rd, Suite 200, Mississauga, Ontario L5N 8K4.
Job Title: Senior Customer Service Representative/Account Manager - Personal Lines Insurance
Department: Personal Lines
Location: 2345 Argentia Rd, Suite 200, Mississauga, Ontario L5N 8K4
Position Type: Full-Time, in office, standard business hours
Salary Range: $50,000 - $75,000 plus benefits
Job Summary:
The Senior Customer Service Representative (SCSR) plays a vital role in supporting clients and our producers in a busy insurance brokerage. They are responsible for delivering exceptional service by handling inquiries, processing policy changes, and ensuring client satisfaction across our Personal Lines department which includes automobile, homeowners and tenant coverage. The SCSR will work closely with both internal and external teams to ensure processes are efficient and that information is used effectively to drive our business.
Key Responsibilities:
- Deliver exceptional, friendly, and timely service to clients, ensuring a positive experience with every interaction.
- Manage incoming calls and emails related to your assigned work with professionalism and efficiency.
- Work as a collaborative and productive team member.
- Accurately review and process new and policy renewals, endorsements, and follow-ups in accordance with established company workflows.
- Evaluate coverage adequacy during renewals, including quoting and remarketing when necessary to meet client needs.
- Achieve team retention goals by maintaining strong client relationships and proactive account management.
Qualifications:
- Active RIBO license in good standing.
- Minimum 5 years’ experience in personal lines service in an insurance brokerage setting.
- Detail-oriented with strong organizational skills and a high level of accuracy.
- Excellent verbal and written communication abilities.
- Proven ability to multitask, prioritize, and follow through on outstanding tasks efficiently.
- Comfortable working in a fully digital, paperless environment.
- Proficient in Microsoft Office and general computer applications.
- Familiarity with insurance company portals and online systems.
- Experience with Power Broker and Applied Rating Services.
- Comfortable in successfully leading or mentoring less experienced colleagues.
- Completion or working towards a CAIB or CIP course.
Application Process:
Interested candidates should submit a resume and cover letter outlining their qualifications and experience relevant to this role.