Online Services Manager - Front Row Insurance

We’re searching for an Online Services Manager. Are you searching for new possibilities?

Westland Insurance Group Ltd. has an exciting opportunity for an Online Services Manager in our Commercial department at our Vancouver location. This role offers a unique chance to be part of our dynamic Front Row team. Front Row is an entertainment broker that specializes in insuring feature films, TV series, commercials, documentaries, and more. If you are passionate about the entertainment industry—TV, film, and music—this is the perfect opportunity for you!

Expected Compensation: The expected hiring range for this role is $48,000 to $60,000 based on a 35-hour work week. Actual offered salary will depend on the successful candidate’s qualifications and experience, as well as market conditions for the role, and internal equity.

Discover what's possible, with Front Row.

The Front Row story is all about growth, and that means plenty of possibility for everyone on our team. Every day, Front Row proves that building a great business means taking care of clients, communities, and each other with equal commitment. As we continue to open new doors, we're inviting amazing people like you to join us.

As an Online Services Manager, you’ll play a critical role in supporting our specialized entertainment insurance team and managing online platforms. You’ll handle personal lines policies for high-profile entertainment clients, assist with live chat services, policy updates, claims management, and provide exceptional service to ensure client satisfaction.

Why you'll love Front Row:

• An open, flexible and welcoming workplace  
• Plenty of opportunities to grow and learn 
• Autonomy to drive your own success 
• Be part of our inclusive culture, alongside an extraordinarily talented community of people with a wide variety of backgrounds
• A total rewards program that takes care of your financial, physical, and mental health 
• Flexible paid Values Days to celebrate days important to you
• Paid Volunteer Days for employees as part of Amplifying Communities, a program to support causes that matter most to our employees and clients 

Why We’ll Love You:

• You’re a people person with an inviting personality, ideal for interacting with high-profile clients
• You always put the customer first, responding to internal/external inquiries promptly and professionally
• You have a keen eye for detail, with exceptional organizational skills, and can juggle multiple priorities efficiently
• You’re proficient in online customer service platforms like LiveChat, with a strong understanding of personal lines and entertainment-focused insurance policies
• Experience in handling commercial insurance, particularly in the entertainment or music industry
• 3-5 years of experience in a similar role and a strong knowledge of claims processes
• Bachelor’s degree in Business Administration, Insurance, or a related field preferred
• Level 1 insurance license working towards Level 2 

Once here, you'll:

• Ensure quality service and professionalism during every customer interaction, whether via LiveChat, phone, or email
• Handle personal lines policies for entertainment clients, including issuing renewals, endorsements, and managing claims
• Manage ETM (Entertainment Travel Management) inquiries, invoicing, and claims
• Take ownership of online services, performing tasks such as policy updates, cancellations, and ensuring seamless LiveChat interactions
• Thrive in a fast-paced environment, multitasking across online platforms and ensuring client satisfaction through responsive service

Want to get to know each other better? Send your resume our way.