Client Experience Representative

HUB International Limited; Kamloops; On-site; CAD 41,000 - 45,000; Full time

Benefits offered by this job

Competitive pay with benefits

Retirement savings matching

Paid time off & parental leave

Job summary

HUB International Canada West is seeking a Client Experience Representative to be the first live voice for clients, delivering an exceptional experience and connecting customers to the right broker.

You’ll stay calm under pressure, build rapport with callers, manage high call volumes, and promote insurance solutions while meeting daily targets. Training, licensing support and career development are provided.

Qualifications

• Demonstrated passion for delivering an exceptional client experience.
• Ability to stay calm and composed under pressure.
• Strong verbal and written communication skills.
• Experience with client-facing roles or call centers is a plus.
• Familiarity with CRM and broker management systems a plus.

Responsibilities

• Serve as the first live point of contact for inbound calls across HUB Canada West branches.
• Route calls and inquiries accurately to the right person, department, or branch.
• Maintain accurate client records in the Broker Management System (EPIC).
• Provide administrative support across the branch network.

Skills

Client experience

Call centre

Communication

CRM

MS Office

Team player

Insurance knowledge

Insurance license

Tools

EPIC Broker Management System

Job description

A path for every ambition.

At HUB, we believe the best work happens when people are given real space to grow and then given the autonomy to exercise it. We power progress and protect ambition: for the clients who count on us, and equally for the people who make that possible every day.

We’re creative thinkers and determined doers, guided by values that show up in how we work together: with empathy, adaptability, accountability and a genuine commitment to one another’s success. We foster bold ideas, celebrate curiosity and share what we know. Because when people grow, the work they do grows with them.

Our purpose is deeply human: to help people navigate the world on their terms, at their speed, toward their future. We hold that same commitment to the people building careers here.

Whether you’re starting out or leveling up, you’ll find the resources to evolve, the support to take on more and a team ready to back you at every stage.

Your ambition has a home here.

The Opportunity

Are you someone who genuinely loves helping people, stays calm under pressure, and takes pride in making every interaction count? Do you enjoy a role where no two days are exactly the same,one that blends relationship-building, insurance transactions, and real client service into one dynamic position? If so, we’d love to hear from you.

As a Client Experience Representative , you will be the first voice clients hear when they call anywhere across HUB Canada West and you’ll play a hands-on role helping clients connect to the insurance solutions they are looking for. This role is built around a single priority: an exceptional client experience, every time, across everything you do.

What Sets You Apart

The strongest candidates for this role combine composure with a drive to get things done. You stay steady under a busy workload without letting quality slip, read each situation quickly, and know what needs attention first. You bring genuine warmth to every conversation, take pride in representing HUB’s commitment to service excellence, and have the confidence and energy to meet targets while keeping every client interaction feeling personal.

What You’ll Bring to Our Team

• - A genuine passion for delivering an exceptional client experience, every time, no exceptions
• - A self-starter mentality with the drive to meet and exceed performance goals
• - A calm, steady presence under pressure, you don’t let a busy day affect the quality of your service
• - Confident, articulate communicator who builds rapport instantly and makes every caller feel heard
• - Detail-oriented and organized, someone who can multitask under pressure and stay accurate
• - Reliable and accountable, your team and your clients can count on you
• - Proficiency in Microsoft Office Suite and CRM or broker management systems
• - Experience in a call centre, reception, retail, or client-facing role is an asset , if you’ve worked in a high-volume, client-facing or target-driven environment, you’re already one step ahead
• - Insurance or financial services experience is a strong asset , but not required
• - Level 1 Insurance License is an asset , but absolutely not required; we’ll support you in obtaining it

A Day in the Life

• - Serve as the first live point of contact for inbound calls across HUB Canada West branches, resolve inquiries and ensure every client is connected with a broker who can assist them
• - Manage high call volumes with professionalism, patience, and genuine warmth, staying calm and composed no matter how busy it gets
• - Accurately route calls and inquiries to the right person, department, or branch the first time
• - Prioritize and triage effectively, recognizing urgent client needs and resolving or escalating them quickly
• - Build and maintain strong relationships with clients, teammates, and auto dealership partners
• - Actively promote and sell insurance products to ensure clients have the best possible coverage for their needs, meeting and exceeding daily, weekly, and monthly targets
• - Maintain accurate, real-time client records in the Broker Management System (EPIC)
• - Provide administrative support across the branch network and champion a client-first culture in everything you do

How Success is Measured

• - Client satisfaction and call quality scores
• - First-call resolution and response time
• - Sales targets and transaction accuracy
• - Accuracy and speed of call routing and handoffs
• - Consistency and reliability across high-volume periods

Salary Expectations

The expected salary range for this position is $41,000 to $45,000 and will be impacted by factors such as the successful candidate’s skills, experience, and working location, as well as the specific position’s business line, scope, and level. HUB International is proud to offer comprehensive benefit and total compensation packages which could include extended health benefits, disability insurance, RRSP matching, paid-time-off benefits, and eligible bonuses and commissions for some positions.

What we offer you

We invest in your growth. HUB offers structured training, licensing support and ongoing development opportunities designed to accelerate your career.

• - Competitive pay with comprehensive health benefits, retirement savings matching and company-paid life and disability plans
• - Generous paid time off, paid parental leave and a wellbeing program designed to support real work/life balance
• - A collaborative, high-performing culture with meaningful engagement, community impact through HUB Gives and genuine room to grow your career

The HUB difference

HUB International is one of North America’s largest insurance brokers, delivering risk management, insurance, employee benefits, retirement and wealth management solutions to businesses and individuals across the United States and Canada — through locally led teams backed by national expertise, giving you the agility of a local partner and the reach of a global organization.

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