Client Services Manager

Agincourt Insurance Brokers; Ajax; On-site; CAD 60,000 - 90,000; Full time

Job summary

Agincourt Insurance Brokers LTD in Ajax, ON is seeking a Client Services Manager to lead daily client service operations and ensure a high standard of customer experience. You will supervise client service staff, resolve inquiries, and guide clients through auto and home policy options while maintaining accurate records.

Collaborating with leadership on service strategy, you will monitor service metrics, identify cross-selling opportunities, and uphold industry regulations.

Qualifications

• Experience handling client inquiries and guiding clients through policy options.
• Ability to monitor service quality and implement process improvements.
• Strong written and verbal communication with attention to detail.
• Leadership skills to supervise a small team and manage workloads.

Responsibilities

• Oversee daily client service operations and ensure high customer experience.
• Supervise client service staff and coordinate with insurance carriers.
• Review client accounts and identify cross-selling or policy optimization opportunities.
• Maintain accurate records in compliance with industry regulations and company policies.

Skills

Client Services

Customer Service

Communication

Analytical Skills

Leadership

Education

Post-secondary education in business or finance

Tools

CRM

Broker management systems

Job description

Company Description Agincourt Insurance Brokers LTD is an independent brokerage that focuses on understanding what matters most to each client. The team helps individuals and families compare auto and home insurance quotes from multiple insurers to find coverage that fits their needs and budget. By offering personalized guidance and clear options, Agincourt Insurance Brokers aims to make insurance decisions easier and more transparent. The company values strong client relationships, professional integrity, and responsive service, creating a supportive environment for both clients and team members.

Role Description The Client Services Manager is a full-time, on-site role based in Ajax, ON, responsible for overseeing daily client service operations and ensuring a high standard of customer experience. This role includes managing client inquiries, resolving issues, and guiding clients through policy options for auto and home insurance. The Client Services Manager will supervise and support client service staff, monitor service metrics, and implement improvements to enhance client satisfaction and retention. Day-to-day tasks involve coordinating with insurance carriers, reviewing client accounts, identifying opportunities for cross-selling or policy optimization, and maintaining accurate records in accordance with industry regulations. The role also includes collaborating with leadership on service strategies, training team members, and contributing to a positive, inclusive workplace culture.

Qualifications

• Client-facing service skills: candidates should possess strong Client Services and Customer Service abilities to manage inquiries, build relationships, and support clients throughout the policy lifecycle.
• Customer experience focus: candidates should possess skills in Customer Satisfaction, including monitoring feedback, resolving concerns, and implementing service improvements.
• Communication and interpersonal skills: candidates should possess clear Communication skills, both verbal and written, to explain insurance options and collaborate effectively with clients and colleagues.
• Analytical and problem-solving skills: candidates should possess solid Analytical Skills to interpret policy details, compare coverage options, and identify solutions that align with client needs.
• Relevant industry background: prior experience in insurance brokerage, financial services, or a related client services environment is beneficial.
• Leadership and organizational skills: ability to lead a small team, prioritize tasks, manage workflows, and maintain accurate documentation.
• Technical proficiency: comfort working with CRM or broker management systems and standard office software.
• Education and credentials: post‑secondary education in business, finance, or a related field is an asset; relevant insurance licenses or certifications are preferred or willingness to obtain them.