Licensed Customer Service Representative

MutualOne Bank; Ilderton; Hybrid; CAD 42,000 - 65,000; Full time

Benefits offered by this job

Flexible hybrid work arrangements

Competitive compensation and benefits

Licensing support and ongoing learning

Job summary

MutualONE is seeking a Licensed Customer Service Representative to support our Agency Team and deliver exceptional service to policyholders. You will work with Agents and Underwriters, handling policy changes, renewals, and proofs of insurance while building insurance industry expertise.

The role requires an OTL General Insurance Agent License or RIBO License, a valid Ontario driver's license, and a college diploma in Business Administration, Insurance, or related field.

Qualifications

• 1+ year in insurance or related customer service role.
• Strong communicator with customers and team members.
• Detail-oriented with ability to manage multiple tasks.

Responsibilities

• Respond to inquiries and assist with policy changes and coverage explanations.
• Perform renewal reviews and ITV calculations for Personal Lines.
• Monitor expiry lists and ensure timely renewals.
• Prepare renewal packages for Agents and support the brokerage team.
• Generate Certificates of Insurance, Liability Slips and Binders.
• Maintain accurate records in the agency management system.
• Support Corporate Services Administration as needed.
• Contribute to a positive, inclusive team culture.
• Travel is required for this role.

Skills

Customer service

Communication

Time management

Organizational skills

Teamwork

Education

College diploma in Business Administration, Insurance, or related field

Tools

Applied Epic

Job description

Join MutualONE and Help Shape Exceptional Customer Experiences

At MutualONE, we're more than an insurance company. We're a people-first organization committed to protecting what matters most to our customers, communities, and employees. We're seeking a motivated, customer-focused professional who thrives in a collaborative environment and is excited to build a meaningful career in the insurance industry.

As a Licensed Customer Service Representative (CSR), you'll play a key role in supporting our Agency Team and delivering exceptional service to our policyholders. Working alongside experienced Agents and Underwriters, you'll gain exposure to multiple lines of insurance while developing valuable industry expertise and advancing your career.

If you're passionate about helping people, enjoy working in a fast-paced environment, and take pride in delivering outstanding customer experiences, we'd love to hear from you.

ONE Company, ONE Team, ONE Culture, ONE Insurance Solution for our Member’s Needs!

MutualONE has Agents and Independent Insurance Brokers, with business throughout Southwestern Ontario, serviced from office locations in Ilderton ON and Seaforth ON.

If you're passionate about helping people, enjoy working in a fast-paced environment, and take pride in delivering outstanding customer experiences, we'd love to hear from you.

What You'll Do

• Deliver exceptional customer service by responding to inquiries and assisting with policy changes, coverage explanations, and insurance solutions
• Conduct Personal Lines renewal reviews, including generating Insurance-to-Value (ITV) calculations
• Monitor and manage policy expiry lists to ensure timely and accurate renewals
• Prepare Commercial and Farm renewal packages for assigned Agents
• Partner closely with Agents to provide proactive support and enhance the customer experience
• Generate proofs of insurance, including Certificates of Insurance, Liability Slips, and Binders
• Maintain accurate records and documentation while following established workflows and best practices
• Update claims closing notices within our agency management system
• Provide support to our Corporate Services Administration Team as needed
• Contribute to a positive, inclusive, and collaborative workplace culture by living the MutualONE values every day
• Travel is required in this role

What You'll Bring

• Minimum one year of insurance industry experience
• OTL General Insurance Agent License or RIBO License (with willingness to transition to OTL licensing if required)
• Valid Ontario Driver's License
• College diploma in Business Administration, Insurance, or a related field
• Passion for delivering exceptional customer service and building strong customer relationships
• Strong communication, organizational, and time-management skills
• Excellent attention to detail and ability to prioritize multiple responsibilities
• Experience with Applied Epic or other brokerage management systems is considered an asset
• Ability to work both independently and collaboratively within a team environment
• A growth mindset and desire to continuously learn and develop professionally
• A commitment to showing relentless respect, kindness, and empathy in all you do
• Must possess a valid driver's license
• Criminal Record Check will be required

Why MutualONE?

At MutualONE, we believe great people deserve a great workplace. That's why we offer:

• Flexible hybrid work arrangements that support work-life balance
• Competitive compensation and comprehensive benefits package
• Professional development, licensing support, and ongoing learning opportunities
• Clear pathways for career growth and advancement
• A collaborative, supportive team environment where your contributions are valued
• A culture that prioritizes employee well-being, respect, diversity, and community involvement

Ready to Build Your Future with MutualONE?

If you're looking for a rewarding career with an organization that values people, relationships, and continuous growth, we'd love to hear from you.

We thank all applicants for their interest, however, only those considered for an interview will be contacted.

ACCESSIBILITY STATEMENT (AODA IN ONTARIO)

MutualONE is committed to providing a barrier-free work environment in concert with the provincial guidelines for accessibility (Accessibility for Ontarians with Disabilities Act and the Ontario Human Rights Code, Ontario Only).

As such, MutualONE will make accommodations available to applicants with disabilities upon request during the recruitment process.

HUMAN RIGHTS STATEMENT

MutualONE strives to ensure that its employment practices are free from direct and indirect discrimination and is committed to upholding the human rights of those participating in the hiring process. In pursuit of this commitment, MutualONE will not condone or tolerate any acts of discrimination or harassment under any of the grounds protected under human rights legislation. This commitment extends to the hiring process and throughout the course of employment.