Client Manager, Personal Insurance

NFP, an Aon company (Canada); Vaughan; Hybrid; CAD 50,000 - 70,000; Full time

Benefits offered by this job

Health Care Spending Account

Annual bonus

RRSP matching 5%

Referral Commission Plan

Continuing education support

Job summary

NFP, an Aon company, is hiring a Client Manager to deliver frontline counselling on personal insurance tailored to clients’ needs and exposures. You will provide exceptional service, manage policies, and support retention and growth across Ontario in a hybrid work setting.

The role requires RIBO in good standing and strong communication, with experience in personal lines and broker portals. A supportive team environment and ongoing professional development are offered.

Qualifications

• RIBO in good standing required.
• Typically 3+ years of industry experience and/or personal lines experience.
• Experience handling high-volume client files.
• Contact centre experience is an asset.
• Proficiency with Broker management systems EPIC/ARS is an asset.
• Ability to upsell and cross-sell to drive retention.
• Strong written and verbal communication in English (French a plus).
• Ability to learn NFP business model and work collaboratively.

Responsibilities

• Provide day-to-day customer service and manage client files to support retention targets.
• Issue policies and changes on insurer portals; maintain relationships with underwriters.
• Review renewals, endorsements and midterm changes; rewrite/remarket when needed.
• Contribute to premium growth by upselling appropriate coverages and referrals.
• Stay current with insurer products, offerings and market intelligence.

Skills

Customer service

Communication

Multi-tasking

Team collaboration

Bilingual (FR/EN)

Upselling skills

Problem solving

Attention to detail

Education

RIBO license

Insurance designation (CAIB/CIP/CRM)

Tools

EPIC

ARS

Job description

Posting Description

Business Line: Personal Lines Insurance

Hours Per Week: 35 (Full-Time)

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

Job Details: Full-Time, Permanent Position, Current Vacancy

Wage Transparency: The base salary range for this position is $50,000 to $70,000. The base salary offered will be determined by factors including, but not limited to, experience, credentials, education, certifications, skill level required for the position, the scope of the position, and geographic location. Actual base salary offered will be determined on a case‑based basis. In addition to the base salary, this position may be eligible for performance‑based incentives.

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 a Client Manager who will leverage their industry knowledge and expertise to provide front‑line counselling to our clients about their personal insurance coverage that is geared to their unique needs and exposures.

What You’ll Do

• Provide exceptional day‑to‑day customer service to clients while handling the client file activities to maintain retention targets
• Issue policies and changes on various insurer online portals; maintaining professional and collaborative relationships with key underwriters
• Review and process renewals, endorsements and midterm changes; rewriting/remarketing where necessary to enhance the client experience
• Contributing 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

• RIBO (Registered Insurance Brokers of Ontario) in good standing required
• Typically, more than 3 years of industry and/or personal lines experience – preferably with broad market portal experience (Aviva, Economical, Intact, etc.)
• Proven experience working managing a high volume of clients (alpha split and/or one & done)
• Previous experience in a Contact Centre environment is an asset
• 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 in both official languages (French and English) is an asset
• 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 https://nfp.ca

What’s In It For You

• 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.

Artificial Intelligence Disclosure: A.I. is not being used to screen, assess, or select applicants for the position.