Web Customer Service Broker (Contract)

This is a 12 months contract, 100% in-office role

We’re looking for our next Web Customer Service Broker. Could It Be You?

Think!nsure Ltd. is a member of the Questrade Group of Companies (QFG), which currently includes Questrade Inc., QuestEnterprise, Questrade Wealth Management Inc., Community Trust Company (CTC), and Zolo Ventures Ltd.

What’s in it for you as an employee of QFG?

• Health & wellbeing resources and programs 
• Paid vacation, personal, and sick days for work-life balance
• Competitive compensation and benefits packages
• Hybrid and flexible work arrangements
• Career growth and development opportunities
• Opportunities to contribute to community causes
• Work with diverse team members in an inclusive and collaborative environment

What’s it like working as a Web Customer Service Broker at ThinkInsure?

The Web Customer Service Broker’s primary role is to service both prospective and existing customers by assessing their needs, providing sound advice on personal insurance matters, and recommending coverage and/or upselling and cross additional products. As a Customer Service Broker you are required to provide and maintain a professional standard of conduct at all times while promoting a positive image of ThinkInsure. The Web Customer Service Broker, under the supervision of the Director and Team Lead, Servicing, will also be responsible for maintaining their assigned book(s) of business, and adhering to internal and company guidelines for binding authority – new business and remarkets, as well as adhering to Thinkinsure guidelines, policies, and core values. 

Need more details? Keep reading…

• Interact and communicate with customer in a professional, clear and concise manner (verbally and written) and provide exceptional customer service
• Act as advisor and be knowledgeable about products and services offered by companies as well as how insurance as a whole works, in order to provide all available options to a customer’s inquiries/questions to assist customer in making an informed decision 
• Assess the needs of the client and apply sound judgment when reviewing, modifying, and adding coverage to policies while providing protection guidance and advice to the client as required.
• Work to create and maintain customer/broker relationships by continually assessing customer needs, identifying customer concerns, recommending solutions, and following up regularly, while ensuring the customer is treated as an individual vs. a policy number
• Taking a customer driven, advisory approach, recommending coverages, up-selling and cross-selling additional, appropriate products 
• Quoting in Compu Quote and Endorsing in Power Broker
• Maintaining existing customer relationships by providing superior after-sale service through customer care calls, responding promptly to telephone calls, emails, fax inquiries, processing daily incoming mail/courier
• Requesting policy/renewal changes as per customer requests and remarket non-renewals
• Maintaining complete and detailed notes in BMS for all customer business
• Reviewing Endorsements for accuracy and completion 
• Ensuring adherence to underwriting rules, regulations and procedures
• Documentation of all pertinent information in BMS 
• Advise customers of payment issues, non-renewals and underwriting updates requests.
• Ensure documents have been received and issued (policy changes and renewals)
• Document clearly all pertinent information discussed regarding the policy.
• Receptive to ongoing coaching and training provided and make use of self-coaching tools where available.

Retention

• Ensuring that prior to cancelling a policy, the policy has been completely and thoroughly reviewed to the customer's satisfaction.
• New quotes completion
• Customers are advised of the next steps (penalties, payment withdrawals etc.)

Claims

• Complete claims counselling prior to submitting claims. 
• Complete/Submit claims information to the company.

So are YOU our next Web Customer Service Broker? You are if you…

• Currently holding RIBO license or obtain RIBO license within 3 months of start date, mandatory
• Minimum of 2 years progressive experience in administration and services
• Insurance industry experience preferred, but not required
• Customer service experience and strong focus on service excellence.
• Strong interpersonal and relationship building skills.
• Strong attention to detail and able to complete tasks with a high degree of accuracy.
• High level of integrity, confidentiality, and accountability.
• Solid written and verbal business communication skills.

Work Conditions

• Hybrid work environment with the option to work from the office and/or home.
• Moderate job stress related to meeting tight deadlines, multi-tasking multiple priorities and requests
• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard and mouse.

#LI-MB1 #LI-Hybrid

Sounds like you? Click below to apply!