CUSTOMER SERVICE BROKER / INSURANCE ADVISOR Onlia x Aha and Cheep Mission: Our mission is to bring clarity to insurance and simplify the customers relationship with their insurance provider. We believe in using technology to streamline the purchase process just as much as we believe in personable customer service over the phone. We are fusing expertise, innovation, and a relentless commitment to excellence. We are here to disrupt insurance in Canada and are building a team of heavy hitters to make that a reality. We work collaboratively in a fast-paced and agile environment. Every member of our team is empowered to take ownership of their role, and to assist in the build of a best-in-class experience for our customers. The customer engagement team is the heart of the company! As part of the Customer Engagement Team, you will be working with both new and existing customers depending on which area of the team you are assigned (Sales/Retention/Service). You will be responsible for providing exemplary service to all clients ensuring they have the utmost confidence in us, our products and our business. You will also interact with the operational departments of the company including, but not limited to marketing, finance and IT reporting any issues or concerns that our customers encounter. You need to be a flexible and collaborative team player that can also work well independently. Each customer inquiry is looked at as a chance to improve the experience for all our customers. Our goal is not only to bind new policies but to retain our customers by addressing their needs before they knew they even had them! Key Accountabilities: Provide exceptional customer service across a number of communication channels to our existing business by answering product and service queries. Thorough coverage explanations, empathetic claims handling, ability to remarket where appropriate to ensure coverage and premium needs are met. Meeting and/or exceeding monthly and annual sales goals while providing excellent customer service. (Sales Team) - Including converting leads into sales using the companys sales processes & tools (including Zoho, automated follow-ups, etc. ) Handle and/or respond to all incoming mail/e-mail from existing clients in a timely , friendly & efficient manner. Process and review renewals for all insurers (Retention/Service Team) Keep up to date with changes in rating, eligibility & guidelines for the insurance carriers Contact Customers and complete any requotes/remarkets as required Process all cancellation requests on company portals Ensure adherence to internal and external underwriting rules, regulations and procedures Provides cross sell and upsell recommendations to existing clientele Collects expiry dates on other lines of business from existing clientele In-depth understanding of various insurance providers underwriting rules & product features and benefits Knowledgeable and proficient on various insurer company portals Responds to insurance company underwriters in a timely manner Actively participate in training initiatives Work each day supporting the companys values, vision and policies Qualifications and competencies: Post-secondary education and / or equivalent on the job experience A minimum of 2 years experience in home and auto insurance broker RIBO licensed is required. Licensing must be kept valid and up to date Understanding of insurance product offerings and processes Excellent verbal and written communication skills Proficiency with computer applications and an efficient digital enabler High level of integrity and excellent work ethic Results oriented with a strong customer service focus Ability to work in fast-paced and challenging environment Ability to prioritize and manage conflicting demands Ability to work individually as well as part of a team Compensation: Salary may be a combination of base earning + commissions or it may be a straight salary, commensurate with experience level. This will be determined by which branch of the company under which you are employed. Working at the Southampton Financial Group of Companies Our aim is to create a workforce that is diverse, promotes positivity, and demonstrates the values of equality, fairness, and respect in everything we do. We are dedicated to an antidiscrimination approach and provide equal opportunity for employment regardless of gender, race, ethnicity, national origin, age, sexual orientation or identity, education, or disability. We respect and value diverse life experiences and cultures and ensure that all voices are valued and heard. Southampton Financial Inc. welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.
Job Title
CUSTOMER SERVICE BROKER / INSURANCE ADVISOR