Job Description

Job purpose Main function of this role is to assist, manage, and support all new business and existing client concerns in a call centre environment. This is a Full Time Position located in Hamilton with regular business hours, Monday to Friday. Duties and responsibilities \xc2\xb7 Strengthen relationships with existing clients by providing the highest level of customer service \xc2\xb7 Providing and maintaining a professional standard of conduct at all times while promoting a positive image of the brokerage \xc2\xb7 Multi tasking which includes handling incoming/outgoing calls / e-mails while maintaining commitment to call centre queue \xc2\xb7 Manage and follow up on your activities \xc2\xb7 Performing full insurance policy reviews at points of contact with clients \xc2\xb7 Submitting policy changes and updates for policy processing \xe2\x80\x93 including procuring documentation needed to renew or revise policies for changes or renewals \xc2\xb7 Collecting/processing insurance premium payments for endorsements, renewals or reinstatements \xc2\xb7 Administrative tasks such as paperwork, inputting data to a computer system correspondence, keeping detailed records of all calls (through recorded queue) \xc2\xb7 Providing support and guidance to service team in handling client inquiries, complaints, escalations \xc2\xb7 Maintaining an active insurance license by meeting all annual licensing requirements \xc2\xb7 Ensuring compliance with all audit and risk management requirements, regulatory legal and ethical policies and requirements \xc2\xb7 Remaining alert for opportunities to up-sell/cross-sell coverage \xc2\xb7 Maintaining specific retention ratios for the brokerage which includes assisting to review, and re-underwrite existing policies to retain existing clients \xc2\xb7 Advising management of any immediate hazards, concerns or issues pertaining to policies, current workflows, associate brokers, etc. \xc2\xb7 Keep a healthy rapport with all staff, associate brokers, and carrier partner admin. Qualifications

• Education - Minimum College or University level Degree/Undergraduates Degree
• R.I.B.O (Level I) License
• Minimum 3 to 5 years of successful broker experience in a general insurance brokerage

\xc2\xb7 Call Centre experience is an asset \xc2\xb7 Strong negotiation skills \xc2\xb7 Solid leadership skills with the ability to prioritize tasks and demonstrate effective time management skills
Excellent communication (written and verbal) skills \xc2\xb7 Exceptional phone and customer service skills \xc2\xb7 Proficient with insurance policy systems as well as MS Word, Excel and Outlook email \xc2\xb7 Technical knowledge of a variety of personal lines products

• Outstanding organizational skills
• Experience in company portals and Broker Management System (( Epic)
• Ability to create realistic schedules and meet deadlines under stress and interruptions
• High level of integrity, confidentially, and accountability
• Working towards completion of CAIB/CIP

Job Type: Full-time Benefits:

• Casual dress
• Dental care
• Extended health care
• Paid time off
• Vision care

Schedule:

• 8 hour shift

Work Location: Hybrid remote in Hamilton, ON L8E 1H8