Bilingual Personal-Lines Damage Insurance Agent (AMF)

Definity Financial Corporation; Ottawa; On-site; CAD 43,000 - 81,000; Full time

Job summary

A leading company in the insurance sector seeks a licensed Insurance Advisor to provide expert guidance and superior customer service. You will assist customers with their insurance needs, process transactions, and support retention strategies. The role requires a valid AMF license and offers a dynamic work environment with opportunities for growth.

Qualifications

• Valid and active AMF license required.
• Minimum one year of experience in customer service.

Responsibilities

• Handle customer inquiries via phone, chat or email.
• Review and process transactions within authority.
• Recommend and cross-sell multiline products.

Skills

Bilingual English and French

Strong written and verbal communication skills

Problem solving

Education

AEC or College Diploma

Tools

Guidewire

Salesforce

Five9

Job description

The Opportunity

As a licensed Insurance Advisor, you will be accountable for delivering guidance, expert advice and superior customer service when assisting customers with their insurance needs. You will provide education and navigation support to customers guiding them on how to quote and make changes to their policy within our digital site. You will issue transactions that are not enabled by customer self-service functionality as well review and approve profitable underwriting decisions in accordance with underwriting guidelines and authority. Upon acknowledgement that a scenario requires further escalation, you will proceed with referral to the appropriate team/authority levels, ensuring you have gathered all pertinent information, and have supported your referral with a well-documented business case, including your recommendation and proposed terms.

What can you expect

Customer Inquiries

• Handles incoming customer inquiries relating to products, billing, coverages, etc. via phone, chat or email.
• Supports customers as they navigate our digital site, providing guidance and real time instruction as required.
• Conduct policy reviews with customers, ensuring coverages meet their needs. Advise and educate customers, ensuring they leave the interaction fully informed, supporting first call resolution.
• Recommend and cross-sell multiline products, and implement value-based retention solutions with customers wanting to cancel their policy.
• Actively engage with potential new customers by building relationships, cross-selling, quote and bind guidance, and identifying savings opportunities.
• Work with other departments, as required to respond to client issues quickly and efficiently.
• To support customer retention and loyalty, you will leverage various techniques and strategies to support these interactions.

Transaction Processing and Underwriting Decision Making

• Review and process inquiries and transactions within your authority, ensuring compliance with underwriting standards.
• Approve profitable underwriting exceptions, ensuring decisions are fully documented with a sound business case.

Key Performance Indicators

• Meet our quality assurance requirements, such as follow-up calls and survey feedback to our customers.
• Achieve our productivity and efficiency targets, to ensure that our customer interactions are answered in a timely manner.

What you bring

• A valid and active AMF license with supporting documentation is a requirement
• Bilingual English and French
• AEC or College Diploma is needed
• Willingness to meet your license requirements, through continuing education or CIP courses.
• A minimum of one year of experience in a customer service role
• Previous experience working in an inbound call center would be considered a bonus. It would be considered a plus if you have experience supporting an online, digital company.
• We use computers and other technology to do our jobs. You must be comfortable with various forms of technology and be web-savvy.
• Knowledge of Guidewire, Salesforce and Five9 applications is an asset.
• Ability to shift and pivot as the business requires
• Strong written and verbal communication skills
• Skilled at de-escalating customer’s concerns and problem solving to reach a resolution

Hours of Operation

Sonnet Digital Contact Centre hours of operation are Monday to Friday, 8 a.m. to 6 p.m. All applicants must be able to work shifts during these hours. The hours are subject to change in future if the business needs change.

High degree of proficiency with English and Frenchrequired to service customers, both internal to the company and external, across Canada.

Salary Range: $43,700 - $80,500