Bilingual Personal-Lines Damage Insurance Agent (AMF)

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

Job summary

Join a leading financial services company as a licensed Insurance Advisor, where you'll provide expert advice, handle customer inquiries, and process underwriting decisions. With a focus on exceptional customer service, you'll educate clients, recommend options, and assist with quotes while working in a dynamic, bilingual environment. This role is perfect for those with strong communication skills and a passion for helping others achieve their insurance needs.

Qualifications

• Valid and active AMF license required.
• At least one year of customer service experience.
• Comfortable with technology and digital tools.

Responsibilities

• Handle customer inquiries related to products, billing, and coverage.
• Review and process underwriting decisions.
• Provide expert advice and guidance for policy modifications.

Skills

Communication

Customer Service

Problem Solving

Bilingualism

Technology Proficiency

Education

College diploma or equivalent (AEC or similar)

Tools

Guidewire

Salesforce

Five9

Job description

The Opportunity

As a licensed Insurance Advisor, you will be responsible for providing guidance, expert advice, and excellent customer service to assist clients with their insurance needs. Your role includes educating customers, guiding them on quoting and policy modifications via our digital platform, and processing transactions that cannot be handled through self-service. You will review and approve underwriting decisions within your authority, ensuring they comply with guidelines, and escalate cases requiring further review with comprehensive documentation and recommendations.

What you can expect

Customer Inquiries

• Handle incoming inquiries related to products, billing, and coverage via phone, chat, or email.
• Assist customers navigating our digital site, providing guidance and real-time support.
• Conduct policy reviews to ensure coverage meets customer needs, providing clear advice and education to promote first call resolution.
• Recommend cross-selling opportunities and implement retention strategies for customers considering cancellation.
• Engage with potential new customers through relationship building, quoting, binding, and identifying savings opportunities.
• Collaborate with other departments to resolve customer issues efficiently.
• Leverage techniques to enhance customer retention and loyalty.

Transaction Processing and Underwriting Decision Making

• Review and process inquiries and transactions within your authority, ensuring compliance with underwriting standards.
• Approve profitable underwriting exceptions with proper documentation and business cases.

Key Performance Indicators

• Meet quality assurance standards, including follow-up calls and customer feedback surveys.
• Achieve productivity and efficiency targets to ensure timely customer interactions.

What you bring

• A valid and active AMF license with supporting documentation.
• Bilingual in English and French.
• College diploma or equivalent (AEC or similar).
• Willingness to pursue ongoing education or CIP courses to meet licensing requirements.
• At least one year of customer service experience.
• Experience in an inbound call center or supporting digital platforms is a plus.
• Comfortable with technology and digital tools, including Guidewire, Salesforce, and Five9 (asset).
• Adaptability to changing business needs.
• Strong communication skills, both written and verbal.
• Ability to de-escalate concerns and solve problems effectively.

Hours of Operation

The Sonnet Digital Contact Centre operates Monday to Friday, 8 a.m. to 6 p.m. Applicants must be available to work during these hours. Hours may be adjusted based on business needs.

Proficiency in both English and French is required to serve internal and external customers across Canada.

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

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