Client Manager, Concierge Team, Personal Lines

NFP; Hamilton; Hybrid; CAD 70,000 - 90,000; Full time

Job summary

A leading insurance brokerage in Ontario is seeking an experienced Client Manager to provide exceptional service to Concierge clients. This role involves managing client relationships, upselling coverages, and collaborating with various teams. The ideal candidate will have over three years of personal lines experience and strong communication skills. The position offers a hybrid work environment with competitive benefits and a commitment to employee growth.

Benefits

Annual bonus plan

Matching RRSP plan of 5%

Generous benefits plan

Support for continuing education

Reimbursement of license fees

Qualifications

• Active RIBO is required. Other provincial licenses are an asset.
• Typically more than 3 years of personal lines experience.
• Proven experience managing a high volume of clients.
• Strong oral and written communication skills.
• Exceptional quotation skills for cross-selling and upselling.

Responsibilities

• Provide exceptional customer service to clients including sales and retention efforts.
• Collaborate with Private Client Group to enhance client experience.
• Contribute to premium growth targets by upselling appropriate coverages.
• Stay up to date with insurer partner products and market intelligence.

Skills

Customer service

Sales

Client management

Communication skills

Collaboration

Education

Professional insurance designation (CAIB, CIP, CRM)

Tools

Broker management systems – EPIC

Broker management systems – ARS

Job description

Overview

Business Line: Retail Personal Lines

Hours Per Week: 35 (Full-Time)

Location: Ontario – Any, Hybrid

Location details: Ontario – Any, Hybrid (see https://www.nfp.ca/about-nfp/find-an-office)

Job Duration: Full-Time, Permanent

About the Role

Regardless of their individual specialties, each personal lines team member has one thing in common: a personal responsibility for getting you the answers, support or services you need, when you need them. We’re looking for an experienced Client Manager who will leverage their industry knowledge and expertise to provide front-line counselling to our Concierge clients about their personal insurance coverage. Concierge Service is a small, dedicated team of brokers who offer a unique value proposition to NFP VIP Clients.

What You’ll Do

• Provide exceptional “One Stop Shop” customer service to clients including sales, service, and retention efforts to this group of clients.
• Collaborate with our Private Client Group and other lines of business teams to offer an exceptional experience with NFP clients.
• Contribute to premium growth targets by upselling appropriate coverages and referring business to other lines where applicable
• Stay up to date with insurer partner products, offerings, and market intelligence

What You Bring

• Active RIBO is required. Other provincial licenses are an asset
• Typically, more than 3 years of personal lines experience.
• Proven experience working managing a high volume of clients
• Excellent computer skills expected including fluency in Broker management systems – EPIC & ARS fluency are an asset
• Ability to drive strong customer retention by providing a world class customer experience
• Exceptional quotation skills for cross-selling, upselling and remarketing
• Ability to quickly learn the NFP business model and value proposition
• Ability to work collaboratively with others, both in person and virtually
• Strong oral and written communications skills
• Ability to multi-task in a fast-paced & demanding environment while keeping customer service a priority
• Ability to communicate clearly and explain complex concepts
• Professional insurance designation is a plus (such as CAIB, CIP, CRM, etc.)

Who We Are

NFP, an Aon company, is a multiple Best Places to Work award winner in Business Insurance who has also earned the 5-Star Diversity, Equity and Inclusion (DEI) award from Insurance Business magazine and the WORK180 employer endorsement. We are an organization of consultative advisors and problem solvers. We help companies and individuals around the globe address their most significant risk, workforce, wealth management and retirement challenges through custom solutions and a people-first approach.

Our personal commitment to our team and our clients have created long-lasting and successful relationships across our growing 300+ Canadian, U.K, and U.S. office locations. To learn more, please visit the URL: https://nfp.ca

What’s In It For You

NFP’s PeopleFirst culture offers a multitude of benefits to employees and is a great place to call home.

• A hybrid environment approach that keeps the best interests of our staff and our clients in mind
• Annual bonus plan for all employees
• Matching RRSP plan of 5% of salary
• Referral Commission Plan
• Generous benefits plan including Health Care Spending Account starting on the first day of employment
• Full support for continuing education & internal opportunities to grow as an insurance professional to advance career
• Reimbursement of license fees and professional membership dues
• A global team of industry leaders focused on employee retention, client growth, industry innovation and collaboration

Our employees are the foundation of our success.

NFP is a big company — a growing, inclusive team of individuals supporting each other’s passions and engaging with the community.

Building a diverse, collaborative and innovative team requires leadership, deliberate action, and ongoing measurement. We actively support the well-being of our employees with benefits and programs driven by recognition, community, financial wellness tools, development and inclusion, fostering personal and professional growth that keeps us moving forward.

Beyond our office walls, we’re dedicated to serving the community around us. Every day we make proactive choices to take care of the communities in which we live and work. We contribute to different organizations, including Women in Insurance Cancer Crusade (WICC), Food Banks Canada, Indspire Canada and many more. From charity drives and community service outings to other company-sponsored events, our employees donate their time and raise funds on behalf of great causes across the country.

Our business is built on the personal level. Whether it’s in our offices, on a call, out in the field or anywhere you can find us in the world, we’re starting the conversations that create a more secure future for everyone.

Accommodations are available on request for candidates taking part in all aspects of the selection process.