Job Description

Customer Service Representative (CSR)

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Reports to:

Principal Broker, or their designate

Working Conditions:

The Customer Service Representative (CSR) will be based out of one of two Shaw Insurance offices, but may be expected to travel to other offices in order to provide relief. The base location of work is also subject to change based on operational needs, and at Shaw Insurance's discretion.



Occasionally, an opportunity may arise to work overtime hours. All overtime hours must be pre-approved by the manager. Unauthorized overtime is not permitted and will not be compensated.

POSITION SUMMARY:

The CSR thrives in a team-oriented environment, excels in providing exceptional customer service, and enjoys the fast-paced nature of the insurance industry within Shaw Insurance. The CSR is RIBO licensed and will support the AccountManagers and Producers in maintaining strong client relationships. The CSR is often the face of Shaw Insurance, requiring the ability to utilize sound judgement and excellent problem-solving skills to support our clients.

RESPONSIBILITIES:

Provide professional and courteous customer service to both new and existing clients via phone, email, and in-person, collaborating closely with insurance sales personnel. Respond promptly and effectively to customer inquiries, offering comprehensive information on insurance products and services. Researches the best coverage for clients, using all known factors, including pricing, coverage, and claims service; recommends products based on this analysis. Process, issue, and verify endorsements, renewals, and new business documents. Process client payments accurately and efficiently, ensuring adherence to company policies and procedures. Utilize Electronic Data Interchange (EDI) and insurer portals for processing client changes and transactions.Update client data in the broker management system to ensure accuracy and completeness. Responds to insurer enquiries about policy holders. Manage activities in the broker management system by following up on open activities and closing them upon completion of required assignments. Deliver outstanding service by addressing all client inquiries with precision and timeliness. Adheres to established office procedures for the handling and safekeeping of monies and revenue inventory. Keeps RIBO insurance license current by maintaining required continuing education credits and maintains compliance with all Insurance Act provisions. Ability to work well in a team environment with a positive and outgoing attitude. Develop and maintain relationships with insureds. Actively participate in staff meetings.Identify training needs and develop a personal improvement plan in collaboration with management; take responsibility for learning and improving technical and sales skills regularly. Read and interpret technical manuals and insurance information from carriers, vendors, and publishers. Other duties as assigned.

EXPERIENCE, EDUCATION and QUALIFICATIONS:

High school diploma or equivalent. Must hold a valid Registered Insurance Broker of Ontario (RIBO) license. 6 months to 1 year of proven experience in a customer service role within the insurance industry, preferably as aTechnical Service Advisor. Previous experience with Home, Farm, Auto and Business Insurance, considered an asset. Familiarity with insurance broker management systems, particularly Powerbroker, is advantageous.

KNOWLEDGE, SKILLS and ABILITIES:

Thorough understanding of insurance products, policies, and procedures. Strong proficiency in Microsoft Office Suite, particularly Word, Excel, and Outlook. Excellent interpersonal skills with the ability to communicate effectively with clients and colleagues. Detail-oriented approach to processing client information and transactions. Ability to prioritize tasks effectively and manage time efficiently in a dynamic work environment. Commitment to upholding professional standards and providing exemplary customer service. Collaborative mindset with a willingness to support team members and contribute to a positive work environment. Exceptional communication skills, both verbal and written, for interacting with clients and colleagues. * Ability to thrive in a fast-paced, team-oriented environment.