Job Description

Hi, we\xe2\x80\x99re HUB!

We are proud to be ranked 5th among the world\xe2\x80\x99s largest insurance brokerages where we advise businesses and individuals on how to reach their goals. When you partner with us, you\xe2\x80\x99re at the center of a vast network of risk, insurance, employee benefits, retirement and wealth management specialists that bring clarity to a changing world with tailored solutions and unrelenting advocacy \xe2\x80\x93 so you\xe2\x80\x99re ready for tomorrow.

The Opportunity!

The Call Quality and Coaching Specialist is responsible for accurately handling business calls and questions about related insurance documentation and processing that would include training and coaching of employees. This would include tasks utilizing our tracking system and reports, maintaining daily service standards and goals, leading team members, and taking ownership of some higher-level responsibilities.

A day in the life -

Mentors employees functioning within the Care Center and supports management.

Champions communication of goals, vision, and procedures developed by leadership.

Responsible for assisting with the training and coaching of new hires and/or existing employees.

Responsible for assisting Care Center management (or overseeing goals in absence of management onsite) ensuring that daily service commitments are met

Answers client and associate questions, handles service/call escalations, answers phone inquiries, and copies management on email communication in timely manner as defined by Manager if not within normal business service commitments.

Participates in or completes special projects, which might include training, system/process enhancements, service improvement, or other assigned with Manager\xe2\x80\x99s oversight.

Maintains necessary relationship with clients and employees to ensure quality service standards are met.

Assist in adding topics or creating processes for release in team meeting notes or department procedures manuals.

Motivate team members by acting as a good role model and provide positive support to both management and coworkers.

Utilize most current centralized references tools to help make decisions or follow appropriate procedures related to Auto.

Real time monitoring and management of Care Centre queues

Call quality monitoring and evaluation of Care Center agent interactions

Other job responsibilities as assigned by management.

What you will bring to our team -

A minimum of 2 year\xe2\x80\x99s auto insurance experience

Ability to prioritize, time manage, and follow up as promised or directed by Manager

Willingness to change work time/schedule to balance support during our open business hours and high level of dependability

Steady leadership, mentoring, and/or team building skills

Motivated to learn new things or fast paced as a means to help coworkers adapt to changing business needs, environment, or department goals.

Strong communication skills (verbal & written)

Demonstrated success of being a team player.

Strong organizational skills with a sharp attention to detail and accuracy.

Exceptional customer service skills and experience.

Why Join HUB?

Do you enjoy making friends? We love making friends; join our team of amazing people who all get along and thrive together!

We work hard and play hard! Get ready for our Staff Holiday Parties!!

Paid day off for your birthday \xe2\x80\x93 we want to celebrate you!

Paid half a day off for volunteering in your community - HUB is a company that gives back and is active in our communities

Room to grow within the organization

Lots of company perks, benefits, RRSP matching and great compensation

Your future with HUB \xe2\x80\x93

Choose a career with HUB International and take the first step toward creating a future that combines a diverse, challenging work environment with financial security and career satisfaction. By joining HUB, you will become part of a rapidly growing company that offers significant opportunity for advancement.

At HUB, we value education and continuous learning, and we will assist you along your career development path. We provide HUB Ready training for new employees, as well as financial support for licensing, industry designations, management & leadership development, and other related courses, designations or programs.

What makes us different than all the rest?

Our Vision: To be everywhere risk exists \xe2\x80\x93 today and tomorrow. Helping protect what matters most.

Our Mission: To protect and support the aspirations of individuals, families and businesses. To empower our employees to learn, grow and make a difference in their communities.

Our Core Values:

• Entrepreneurship: We encourage innovation and educated risk-taking.

• Integrity: We do the right thing every time.

• Teamwork: We work together to maximize results.

• Accountability: We measure and take responsibility for outcomes.

• Service: We serve customers, communities and colleagues.

If you value what we value, and like the perks along the way \xe2\x80\x93 Apply TODAY!

The employment offer is contingent upon completion of a successful background check.

HUB is a company where your contributions will make a difference. We invite you to learn more about our team at . If you require any accommodations during the hiring process, please reach out to to request this. Only candidates selected for an interview will be contacted.

#LI-POST

Department Sales

Required Experience: 1-2 years of relevant experience

Required Travel: No Travel Required

Required Education: High school or equivalent

Hub International