Customer Care Advisor - Insurance

Altis; Toronto; On-site; CAD 54,000 - 66,000; Full time

Job summary

Altis in North York, ON is seeking a dynamic Customer Care Advisor with an active LLQP license. You will support policy onboarding, payments, and ongoing client engagement to foster retention.

This on-site role starts with full-time training hours 9am-5pm, with shifts 9:00 AM–6:00 PM. After training, a hybrid option may be available. You will use CRM tools to deliver exceptional service and meet KPIs.

Qualifications

• LLQP certification in good standing (Ontario required).
• 1–2 years of call centre experience.
• Experience in insurance or financial services.
• CRM proficiency and data-driven engagement.

Responsibilities

• Support policy onboarding and client retention through proactive outreach.
• Process payments and handle policy inquiries with accuracy.
• Guide clients through next steps and ensure seamless onboarding.
• Deliver exceptional service across all touchpoints and escalate when needed.
• Leverage CRM insights to personalize interactions and drive KPI results.
• Participate in daily huddles and coaching to improve service quality.
• Maintain regulatory standards and LLQP compliance.

Skills

LLQP license

Call centre experience

Client relationship management

CRM tools

Communication skills

Problem solving

Time management

Tools

CRM systems

Job description

*PLEASE ONLY APPLY IF YOU HAVE AN ACTIVE LLQP LICENSE*

Location: North York, ON

Language: English (fluent written and spoken required)

Background Check: Criminal background check required

Pay Rate: $60K

Training: 9am-5pm

Hours: Monday to Friday, with shifts scheduled between 9:00 AM and 6:00 PM. Typical shifts include 9:00 AM–5:00 PM, 9:30 AM–5:30 PM, and 10:00 AM–6:00 PM. Candidates must be comfortable with these varying schedules.

Fully on site for the first few months of training, possible option for hybrid after training.

About the Opportunity

We are seeking a dynamic Customer Care Advisor with an active LLQP license in good standing to join our team. In this role, you will establish and nurture meaningful client relationships, supporting them from policy onboarding through ongoing engagement. You will assist with payments, proactively address concerns, prevent cancellations, and contribute to long‑term client satisfaction and retention.

This is a fast‑paced, client‑focused environment where your communication, problem‑solving, and service skills will directly impact revenue and client experience.

What’s in it for You

You will join a collaborative, purpose‑driven team that values proactive problem solving, continuous improvement, and professional growth. You will gain hands‑on experience in life insurance client engagement, retention strategies, and premium management, while leveraging CRM tools to maximize your impact.

You will develop your career by working alongside experienced professionals, participating in coaching sessions, and applying your LLQP expertise to influence client outcomes.

Your Responsibilities

• You will support client retention and revenue optimization by proactively contacting policyholders, offering empathetic payment solutions, and preventing cancellations.
• You will manage policy and payment inquiries including payment arrangements, coverage updates, cancellations, and refunds while maintaining compliance and accurate records.
• You will provide a seamless onboarding experience for new clients, reviewing policies and guiding them through next steps to foster long‑term engagement.
• You will deliver exceptional customer service across all touchpoints, resolving complaints with empathy and escalating as needed to ensure timely resolution.
• You will leverage CRM tools and client insights to personalize interactions, anticipate client needs, and contribute actionable insights to management.
• You will contribute to team performance by participating in daily huddles, call calibrations, and performance initiatives to meet KPIs and enhance service quality.
• You will maintain professional and regulatory standards, ensuring LLQP certification and compliance with company policies across all jurisdictions.
• You will collaborate with cross‑functional teams to support client needs and continuously improve service processes through feedback and coaching.

Skills and Qualifications

You will have:

• Licensing: LLQP certification in good standing (Ontario required; additional jurisdictions an asset).
• Call Centre Experience: 1–2 years in service, sales, retention, or collections roles.
• Client Relationship Management: Proven ability to engage clients, build rapport, and maintain satisfaction in insurance or financial services environments.
• Communication Skills: Warm, professional phone presence; ability to explain policy and financial information clearly.
• Technology Proficiency: Familiarity with CRM systems and data‑driven engagement tools.
• Problem Solving & Analytical Skills: Ability to understand client issues, resolve complaints empathetically, and offer tailored solutions.
• Time Management & Autonomy: Skilled at prioritizing tasks and working independently in a fast‑paced environment.
• Attention to Detail: Demonstrated accuracy in processing client transactions and maintaining records.