Customer Service Representative

Erie Mutual Insurance; Dunnville; On-site; CAD 54,000 - 66,000; Full time

Benefits offered by this job

Health & Dental benefits

Group RSP

Serene commute

Learning oriented environment

Educational Assistance

Job summary

Erie Mutual Insurance Company in Dunnville, Ontario, is hiring a Customer Service Representative to join our in-office team. You will support day-to-day client needs, explain coverages, process policy updates, and collaborate with Sales to deliver a trusted, relationship-driven experience for our members.

The role requires a licensed insurance professional (RIBO or OTL) with 3+ years in personal lines, strong communication, and excellent organizational skills.

Qualifications

• 3+ years in personal lines account management or service experience.
• Valid license (RIBO or OTL) eligible for Erie Mutual sponsorship.
• Strong written and verbal communication skills.
• Highly organized and able to work independently.
• Experience with Office 365 and Dynamics 365 is beneficial.

Responsibilities

• Provide day-to-day service to Erie Mutual members in person, by phone, and in writing.
• Welcome clients to the office and deliver a professional, helpful experience.
• Assist with policy inquiries, changes, renewals, billing questions, and coverage explanations.
• Review client information and suggest appropriate coverage options.
• Process policy updates accurately and timely with attention to detail.
• Support sales opportunities by responding to leads and directing inquiries.

Skills

Personal lines knowledge

Account management

Customer service

Independent worker

Education

RIBO or OTL license

Ontario College Diploma in Insurance

Ontario driver’s license

Tools

Microsoft Office 365

Dynamics 365

Job description

Customer Service Representative – Erie Mutual Insurance Company

Employer: Erie Mutual Insurance Company
Location: Dunnville, ON
Employment Type: Full time permanent, in-office
Status: New position
Expected Compensation: From $60,000 salary

About Erie Mutual

Erie Mutual Insurance is a 155-year-old company providing Home, Auto, Commercial and Farm Insurance to its valued members. Primarily servicing the Haldimand & Niagara region. We strive to provide an excellent customer experience in a rapidly changing insurance environment.

Role Description

We are seeking a licensed (OTL or RIBO) insurance professional to join Erie Mutual Insurance in a new customer-facing role based in our Dunnville office. This position is designed to strengthen service support for our Sales team while helping us continue to deliver the personalized, relationship-driven experience our members value. At Erie Mutual, we believe excellent service goes beyond answering questions. We want our members to understand the coverage they are buying, feel supported when they contact us, and know they are dealing with a team that genuinely cares about protecting their future. This role is ideal for an insurance professional who enjoys building trust, assisting clients with day-to-day policy needs, and contributing to a positive and professional office experience.

Responsibilities

• Provide exceptional day-to-day service to Erie Mutual members in person, by phone, and through written communication
• Welcome clients to the office and create a positive, professional, and helpful customer experience
• Assist clients with policy inquiries, changes, endorsements, renewals, billing-related questions, and general coverage explanations
• Help members better understand their insurance coverage and identify solutions that support their needs
• Review client information and recommend appropriate coverage options, including opportunities to up-sell or cross-sell where suitable
• Support inbound sales and service opportunities by responding to leads and directing inquiries appropriately
• Process policy updates accurately and in a timely manner while maintaining strong attention to detail
• Work collaboratively with internal departments and external partners to ensure service requests are handled efficiently
• Support inspection follow-up, documentation review, and other service-related administrative tasks as needed
• Field initial claims-related calls with empathy and professionalism, and guide members through the next steps of the process
• Maintain accurate notes, records, and follow-up activities within company systems
• Build strong professional relationships with members by providing consistent, knowledgeable, and friendly service
• Adapt to evolving workflows, company procedures, and regulatory or service expectations as required
• Contribute to a team environment focused on service excellence, responsiveness, and continuous improvement
• Other duties as required

Qualifications

• 3+ years experience in Personal lines Account management/service experience
• Valid Other-Than-Life License (or RIBO) and eligible to be sponsored by Erie Mutual
• Strong written and verbal communication skills
• Friendly and pleasant demeanor
• Highly organized and disciplined to manage workload primarily independently
• Skilled at defusing high-tension situations
• Experience with Microsoft Office 365 and Dynamics 365 would be beneficial
• Ontario College Diploma in Insurance considered an asset
• Valid Ontario’s driver’s license

Our Mission

Like most companies, Erie Mutual has a mission, and it’s not about us. It’s about being the best we can be at the worst of times for our members. It’s to hold onto and provide a level of service that we know people appreciate. It’s not just an insurance policy, it’s protecting your member’s future.

Benefits

• Health & Dental benefits
• Group RSP
• Serene commute
• Learning oriented environment
• Educational Assistance

Erie Mutual will provide accommodations for persons with disabilities, where needed, to support their participation in our recruitment process.

Transparency & Candidate Communication (ESA) – These postings disclose the expected compensation and vacancy status. Erie Mutual does not use artificial intelligence to screen, assess or select applicants. All interviewed candidates will be notified of the hiring decision within 45 days of their last interview.