Accounts TSR - Retention (Remote First)

Zensurance; Toronto; Remote; CAD 45,000 - 60,000; Full time

Job summary

A leading InsurTech company in Toronto is seeking a Technical Service Representative to assist clients with billing and cancellation needs. You will manage client queries, ensure billing accuracy, and proactively handle payments. The ideal candidate should have at least 1 year of experience in administrative tasks, strong communication skills, and the ability to thrive in a dynamic environment. This role offers a remote-first work setup and a focus on employee well-being.

Benefits

Flexible health and dental plans

Education assistance reimbursement

Home office allowance

Parental leave top-up

Qualifications

• 1+ year of experience with administrative tasks or data entry.
• Strong phone communication skills with clients.
• Ability to handle a fast-paced environment.

Responsibilities

• Assist brokers with billing and cancellation needs.
• Manage multiple clients and answer queries.
• Proactively collect payments from clients.

Skills

Attention to detail

Client service orientation

Strong communication skills

Organizational skills

Time management

Tools

Zoom

Google Workplace

Slack

Job description

Overview

Zensurance is redefining commercial insurance for Canadian businesses. As a leading InsurTech, we make getting the right coverage simple, fast, and accessible through a digital-first experience. Our platform combines advanced technology with deep industry expertise to deliver tailored insurance solutions that help businesses thrive.

Zensurance has been recognized for its rapid growth and industry impact:

Deloitte’s Technology Fast 50 (2023, 2024)

Deloitte’s Technology Fast 500 (2024)

Top Insurance Employers (2022)

At Zensurance, we value ownership, collaboration, and innovation. Our team thrives on solving complex challenges, challenging the status quo, and making a real impact in an industry ready for change.

If you're looking to build something meaningful in a fast-growing, customer-focused company, we’d love to hear from you!

At Zensurance, teamwork is key to our success. The Technical Service Representative (TSR) - Retention, will be responsible for working with our clients and external financing team to resolve any billing issues our clients have. Reporting to the Senior Team Lead, Customer Experience our TSRs are integral for keeping our clients accounts in good standing.

Responsibilities

• Assisting brokers with clients' needs, including but not limited to: billing, cancellations, and reinstatement
• Manage billing queries and proactively call clients to collect payment when needed.
• Manage multiple clients and answer all customer queries in a timely manner.
• Triage emails and voicemails that require a licensed brokers attention.
• Carefully review all new billing contract data for accuracy.
• Recommend operational improvements in our processes to help further improve the overall customer experience.
• Monitor and act on applicable Alerts within our existing Slack channel groups.
• Assist with clean-up projects to ensure files are accurate and processes have been followed.
• Schedule automated messages to clients on behalf of brokers.
• Call customers & insurance partners for non-insurance-related matters as needed.
• Assist in processing cancellations as needed.
• Ensure files have been completed in accordance with our internal guidelines.
• Proactively liaise with financing companies to improve communication and workflows to streamline our processes.
• Other duties as required.

Requirements

• 1+ year of experience working with administrative tasks or data entry.
• Excellent attention to detail and follow-through.
• Excellent client service orientation for both external and internal stakeholders.
• Strong phone communications with both clients and external partners.
• Good interpersonal and communication skills.
• Effective organizational and time management skills.
• Ability to work effectively in a dynamic and fast-paced deadline-driven environment. Ability to multitask and deliver on time and quality.
• A team player with strong work ethics and collaborative approach.
• Ability to proactively take initiative and learn quickly.
• Experience with Zoom, Google Workplace, Slack or similar office software.

Nice to have

• Insurance background of any type (no insurance license required).
• Collections experience is an asset.

Join Our Sales Team

Empowering Businesses, Building Careers

At Zensurance, we believe sales is about building relationships, providing value, and growing together. Here's what makes our team special:

We Fuel Your Growth

We invest in your learning with a broad training schedule in your first three months. We have an open feedback culture and provide constant goal setting to help you advance your career.

A Culture of Support & Innovation

You'll have the software and technology to manage client interactions, including our in-house Broker Management System (BMS). We give you the tools you need to succeed.

Delivering Value to Canadian Businesses

You'll empower Canadian small businesses with a simple approach to insurance. We work with over 50 providers, using our technology to quickly compare quotes. You\'ll provide expert advice, ensuring clients get the best coverage and price, with in-house claims support.

Leaders Who Support Your Success

Our sales leaders mentor and guide you, offering regular one-on-one meetings and daily team support.

Clear Career Growth

Our well-defined growth tracks show you what\'s needed to take your career to the next level, aligning with your skills and ambitions.

Benefits & Perks at Zensurance

At Zensurance, we know that when our people thrive, so does our business. That’s why we offer a flexible, people-first work environment designed to support your well-being, growth, and success.

Work Your Way

• Remote-first setup for added flexibility
• Home office allowance to create a comfortable workspace
• Top-tier tech: "Office in a box" with all necessary tech equipment
• Half days before public holidays: Enjoy half days before long weekends

Your Health, Your Way

• Flexible health and dental plans for families, including mental health support
• Health & personal spending accounts to invest in wellness your way
• Parental leave top-up, because family comes first

Investing in Your Growth

• Education assistance reimbursement for courses, conferences, books, and memberships
• Opportunities to learn from industry experts and grow your career

Staying Connected

• Weekly Friday huddles to share updates and connect across teams
• Virtual & in-person team-building events to strengthen our culture

We’re building something special. Come be a part of it!

Who We Are

Business is hard work, but insurance doesn’t have to be!

We empower business owners with simple, tech-driven insurance solutions through our online platform.

Our success is fueled by our team-oriented culture and four core values:

DELIVER – We set ambitious goals and achieve them.

INCLUDE– We foster an open and safe space for all.

INTEGRITY– We do what’s right.

INVENT– We create straightforward, innovative solutions.

AI Tools and Your Interview

We know AI is a valuable tool, and you\'re welcome to use it to prepare for your interview. However, please don\'t use AI assistants during the live interview itself. We want to have an authentic conversation with you, and using AI during the interview could affect our evaluation of your suitability for the role.

Just so you know, we use an AI scribe to help us take notes and review interviews, ensuring a fair and clear process.

Diversity & Inclusion

Zensurance celebrates diversity and is committed to creating an inclusive environment. We welcome applications from all backgrounds and provide accommodations throughout the hiring process. If you need support, let us know, we’re here to help.

Thank You!

We review every application with care to find the best fit for our team.

While we may take a little time to get back to you due to the high volume of applications we receive, know that a real human (not a bot!) is reviewing yours. We appreciate your patience and can\'t wait to learn more about you!