Customer Care Advisor (LLQP)

Greenstone Financial Services Canada; Toronto; Hybrid; CAD 55,000 - 75,000; Full time

Benefits offered by this job

4 weeks vacation

10 paid sick days

Hybrid in-office 3 days / WFH 2 days

Employer-paid health benefits

RRSP matching

Job summary

Greenstone Financial Services Canada is seeking a licensed LLQP insurance professional to establish and nurture client relationships from onboarding through ongoing engagement. You will assist with payment arrangements, address concerns to prevent cancellations, and secure outstanding premiums via inbound/outbound calls.

You will collaborate with advisors to support premium collections, maintain accurate records, and ensure compliant, high-quality client interactions across service, sales, and

Qualifications

• LLQP licensing required (Ontario, others asset).
• 1–2 years in call centre service, sales, retention or collections.
• Experience in customer engagement within insurance or financial services.
• Excellent communication with a client-focused approach.
• Familiarity with CRM tools and data-driven engagement strategies.
• Strong attention to detail in handling client information and transactions.
• Ability to explain financial arrangements clearly and confidently.
• Proven sales and retention capabilities across product features and benefits.
• Strong analytical thinking and problem-solving under pressure.
• Excellent time management and ability to work autonomously.

Responsibilities

• Establish and nurture relationships with clients from onboarding through ongoing engagement.
• Support premium collections and arrange payment options to retain policies.
• Address missed payments and prevent cancellations through empathetic outreach.
• Document all interactions and updates in policy and payment records.
• Maintain licensing requirements across applicable jurisdictions.
• Provide accurate information and maintain high standard of service during all touchpoints.
• Monitor client policies to prevent cancellations and support renewals.
• Escalate complex issues with empathy to ensure timely resolutions.
• Collaborate with advisors and leadership to improve service processes.
• Meet individual performance targets and contribute to revenue objectives.
• Keep up-to-date with company policies and procedures.

Skills

LLQP licensing

Call centre experience

Client relationship management

Interpersonal skills

CRM familiarity

Attention to detail

Financial communication

Sales and retention

Analytical thinking

Time management

Autonomy

Tools

CRM platforms

Job description

Establish and nurture meaningful relationships with clients to support their journey from policy onboarding through ongoing engagement. This includes welcoming new clients, assisting with payment arrangements, and proactively addressing concerns to prevent cancellations via inbound/outbound calls. As an LLQP licensed insurance professional, the role is pivotal in securing outstanding premiums and maintaining long-term client retention and satisfaction.

KEY ACCOUNTABILITIES

The following aspects of this role are indicative only and in no way limit the company in allocating additional accountabilities (specific tasks, projects or related activities) to the employee, within the scope of the employee’s level of competence, experience, knowledge and qualification.

Client Retention & Revenue Optimization

• Collaborate with advisors to support premium collection through relationship-driven communication
• Proactively contact policyholders with missed payments and offer payment arrangements and empathetic solutions to retain their policy
• Follow all business processes in relation to dishonour management (payment recovery & retention)
• Follow and apply all quality assurance, compliance guidelines, and maintain accurate records at all times
• Handle a wide range of client requests, including payment arrangements, policy detail updates, coverage adjustments, cancellations, and refund processing, in accordance with documented guidelines.
• Provide accurate, clear information to clients while maintaining a professional and empathetic approach across all service, sales, and cancellation interactions.
• Address cancellation requests by discussing concerns, reiterating policy benefits, offering solutions, and using available tools to support policy retention and renewal.
• Monitor client policies proactively to prevent cancellations and encourage continued coverage.
• Resolve client complaints with empathy and escalation when necessary to ensure timely resolution.
• Accurately document all interactions, including policy and payment changes, to maintain complete and compliant business records.
• Meet individual performance targets and contribute to overall team and business revenue objectives
• Stay informed of updates to company policies, procedures, and processes to ensure compliance and consistency in service delivery.
• Maintain all required licenses to operate as a life insurance advisor across applicable jurisdictions.

Client Experience & Relationship Management

• Welcome new clients with a seamless onboarding experience, including a clear review of their policy and next steps.
• Build lasting relationships through active listening, empathy, and personalized engagement to build rapport and foster trust and long-term loyalty.
• Leverage CRM tools and client insights to tailor interactions and proactively anticipate client needs.
• Address client complaints professionally and empathetically, ensuring timely resolution and a positive experience.
• Consistently deliver accurate information and maintain a high standard of customer service across all touchpoints.
• Manage all Customer Care cases and callbacks promptly, escalating calls when necessary to ensure client satisfaction.
• Participate actively in team initiatives such as daily huddles, call calibrations, and performance incentives to drive KPIs and enhance service quality.
• Monitor and report trends related to client cancellations and dishonoured payments, providing actionable insights to management.
• Recommend solutions to recurring client issues and collaborate with leadership to improve service processes.
• Apply coaching and feedback from managers to continuously improve performance and client engagement to meet role expectations.
• Communicate effectively and professionally with cross-functional teams to support client needs.

Position Requirements

• Licensing: LLQP certification required (minimum Ontario; additional jurisdictions considered an asset).
• Call Centre Experience: 1-2 years in a service, sales, retention, or collections environment.
• Client Relationship Management: Proven experience in customer engagement, ideally within insurance, financial services, or other client-facing sectors.
• Interpersonal Strengths: Excellent communication skills with a genuine passion for helping people; able to infuse personality into client conversations to foster connections while maintaining professionalism.
• Technology Proficiency: Familiarity with CRM platforms and data-driven customer engagement strategies.
• Attention to Detail: Demonstrated accuracy in handling client information and transactions.
• Financial Communication: Ability to clearly explain financial arrangements, health and lifestyle planning, and policy-related financial matters.
• Sales & Retention Expertise: Proven ability to communicate product features and benefits effectively, with a track record in sales, service, and retention.
• Analytical Thinking: Highly developed problem-solving skills and the ability to think critically under pressure.
• Time Management: Exceptional organizational skills with the ability to prioritize and manage tasks efficiently.
• Autonomy: Comfortable working independently in a fast-paced call centre environment.

That's why you can expect to be rewarded for the hard work you put in through job satisfaction, career development and the fantastic range of benefits we offer:

What's in it for you?

• Meaningful training and onboarding program to set you up for success, plus ongoing coaching and support
• 4 weeks vacation per year
• 10 paid sick days per year
• Hybrid role – 3 days in office and 2 days work-from-home (following successful transition)
• 100% employer paid health benefits from day 1 including $500 Healthcare Spending Account
• Parental leave top-up
• 5% RRSP matching after 3 months of service
• Learning and growth opportunities
• Will pay for memberships and renewals/ongoing licensing costs for relevant provinces
• Free weekly lunches, epic social events, and more!