Description de l'offre d'emploi

Position:  Service Team Leader, Personal Lines

 Location:  Toronto, Cambridge, Ottawa, Sudbury, Val Caron, Timmins, Windsor, London,

       Sturgeon Falls, Hearst

Position Overview:

The Service Team Leader will be responsible to coach and manages a team of Service Specialists towards success in customer retention, growth and other team goals, while maintaining responsibility for a portfolio of clients.


Position Requirements and Experience:

Education and Experience Requirement:

  1. Post-Secondary education in insurance or a related field
  2. A minimum of 5+ years’ experience in a customer-facing personal lines service capacity
  3. RIBO or OTL licensed
  4. Previous supervisory experience is an asset
  5. Experience working in a fast paced, multi-task paperless environment
  6. Demonstrated ongoing personal development

 Core Competencies:

  1. Excellent verbal and written communication skills and interpersonal skills
  2. Leadership and management skills
  3. Decision making and problem-solving skills
  4. Positive and passionate attitude with a strong customer service focus
  5. Organizational time management
  6. Proactively develops others, providing regular and timely feedback and coaching
  7. Ability to positively influence and inspire others to action
  8. Tolerant and resilient
  9. Integrity/ Work ethic

Technical Competencies:

  1. Working knowledge of Broker Management Systems, Rating Software and Company Portals
  2. Advanced knowledge of Personal Lines products, coverages and limitations
  3. Proficient in Microsoft Office – Outlook, Word and Excel


Position Expectations & Objectives:

Team Leader Objectives:

  1. Develop, coach, mentor and manage the performance of direct reports
  2. Liaison for Personal Lines Service Team members by being the first point of contact for service escalations, workplace issues and systems problems
  3. Complete and report on team audits for written and telephone service and file completion
  4. Work with management on strategic goals, planning and succession requirements
  5. Contribute to performance standards requirements of all team members while working with the Director to establish goals, targets and deadlines for team members
  6. Help team with conflict resolution, engaging HR as needed
  7. Provide regular feedback to the team and ensure that successes are celebrated

Customer Service Objectives:

  1. Deal professionally with all incoming and outgoing contact (phone, e-mail, written correspondence) from internal and external clients regarding insurance, claims, or administrative problems; comply with the request according to established corporate procedures and timelines
  2. Manage a portfolio of clients ensuring renewals are addressed in a timely manner
  3. Promptly return, by priority, incoming customer calls, walk-ins and emails regarding policy changes and inquires
  4. Collect data and send to Technical Service Specialist for processing
  5. Perform pre-renewal reviews and proactively call clients to review details for each renewal
  6. Conduct remarket quotes and recommendations. Collect all pertinent data and submit to underwriting to review and key
  7. Foster and encourage positive working relationships with underwriting partners.
  8. Maintain an abeyance system to follow-up on outstanding request, payments, correspondence, reports, and follow-up on overdue items according to accepted timelines.
  9. Ensure all team members are meeting customer service standards

 Retention Objectives:

  1. Ensure the team are meeting retention expectations set out by upper management
  2. Keep informed of industry developments though review of trade press and, when directed attend insurance carrier training meetings on new products
  3. Monitor placement of business in accordance with procedures
  4. Consistently ensure direct reports are adhering to both established internal rating strategies and carrier specific underwriting criteria to accurately assess risk, determine rates, bind coverage, prepare documentation, and counsel clients on new or existing policy changes or information
  5. Maintain electronic and/or paper files in an orderly, up-to-date manner, as per procedural guidelines


Eligibility to work in Canada

Applicants must be permanently eligible to work in Canada upon hire.

If you are interested in this exciting, challenging position with PBL Insurance Limited, please apply online. Qualified candidates are encouraged to apply by submitting your cover letter and resume to To be considered, you must quote job # R19-05 and your preferred location.


Being part of the PBL Team offers:

Growth & Opportunity, training and development, comprehensive employee benefit package, flexible leave days, Group RRSP, Social Events, continuing education

 PBL is an equal opportunity employer and is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act.  Please advise HR if you require accommodation.

Détails de l'offre d'emploi

Type d'emploi


Secteur d'activité

Assurance dommages

Type de compagnie

Agence de courtage

Langue(s) exigée(s)


Niveau d'éducation exigé


Expérience minimale requise

5 à 6 ans