Customer Service Representative - Personal Lines Insurance at InsuranceWorks.ca

Job Title: Customer Service Representative - Personal Lines Insurance

Department: Personal Lines Insurance

Reports To: Personal Lines AVP

Location: 2345 Argentia Rd, Suite 200, Mississauga, ON L5N 8K4

Position Type: Full-Time, in office

Job Summary:

The Customer Service Representative (CSR) plays a vital role in supporting clients and brokers within a busy insurance brokerage. They are responsible for delivering exceptional service by handling inquiries, processing policy changes, and ensuring client satisfaction across in our Personal Lines department which includes automobile, homeowners and tenant coverage. The CSR will work closely with both internal and external teams to ensure processes are efficient and that information is used effectively to drive our business.

Key Responsibilities:

• Deliver exceptional, friendly, and timely service to clients, ensuring a positive experience with every interaction.
• Manage incoming calls and emails related to your assigned work with professionalism and efficiency.
• Work as a collaborative and productive team member.
• Accurately review and process new and policy renewals, endorsements, and follow-ups in accordance with established company workflows.
• Evaluate coverage adequacy during renewals, including quoting and remarketing when necessary to meet client needs.
• Achieve team retention goals by maintaining strong client relationships and proactive account management.

Qualifications (Required):

• Minimum of 1 year experience in personal lines service within an insurance brokerage setting.
• Detail-oriented with strong organizational skills and a high level of accuracy.
• Excellent verbal and written communication abilities.
• Proven ability to multitask, prioritize responsibilities, and follow through on outstanding tasks efficiently.
• Self-motivated and proactive team player with a collaborative mindset.
• Comfortable working in a fully digital, paperless environment.
• Proficient in Microsoft Office and general computer applications.
• A valid RIBO license is required to serve our clients. However, if you are currently in the process of obtaining your license, we will tailor your responsibilities to support your growth until you are fully licensed.

Assets (Nice to have):

• Familiarity with insurance company portals and online systems.
• Experience with Power Broker and Applied Rating Services.
• Completion or working towards completion of a CAIB course or the CIP “Principles and Practice of Insurance” course.

Working Conditions:

• Office environment with standard working hours.
• Occasional overtime may be required based on project deadlines and workload.