Manager, Client Experience

Cavell Risk, Inc.; Toronto; On-site; CAD 70,000 - 100,000; Full time

Job summary

A leading company in the insurance sector seeks a Manager, Client Experience to oversee high-quality service delivery. The role involves managing client relationships, ensuring satisfaction, and supporting sales efforts. Candidates should have a Bachelor’s degree and RIBO licence, along with a proven track record in broking. This position offers an opportunity to contribute significantly to the company's growth while being a pivotal contact for clients.

Qualifications

• Minimum three years of broking experience.
• Possession of RIBO licence required.
• CIP designation is preferred.

Responsibilities

• Oversee delivery of insurance brokerage services to clients.
• Manage relationships and ensure customer satisfaction.
• Prepare quotes and negotiate insurance terms.

Skills

Relationship Management

Client Satisfaction

Sales Orientation

Conflict Resolution

Education

Bachelor’s Degree in Business Management, Accounting or related field

Job description

The Manager, Client Experience is responsible for overseeing the delivery of high-quality insurance brokerage services to clients. They serve as the a critical point of contact for clients, managing relationships and ensuring customer satisfaction, while also supporting the sales and marketing efforts of the firm. Possession of RIBO licence is a requirement.

Duties and Responsibilities

• Serve as the primary point of contact for clients and markets offering assistance, as needed;
• Manages and cultivates strong relationships between markets and clients, ensures submissions are complete, accurate, and presented professionally;
• Highly responsive to client needs, including answering calls and returning messages before the end of each business day, and responding to emails within the next business day;
• Ensures all data requests from clients and markets are met on time;
• Prepares quotes and proposals, works with policies with higher limits, number of exposures and customization with minimal supervision;
• Executes the market strategy, negotiates insurance terms, solicits options, and suggests alternative structures;
• Supports and assists in the advancement of the Associate, Client Experience;
• Organizes and maintains a calendar of renewals, expiries;
• Oversees billings and payment collections to ensure they are received by the deadlines;
• Completes additional sales, negotiation, or prospecting skills training to improve on the job performance;
• Follows regulatory affairs, competitive market, and legal frameworks to ensure the company operates in compliance with regulations and laws;
• Meets or exceeds regulatory requirements for continuing education, and ensures all licenses are in good standing, and successfully renewed in order to transact business;
• Mitigates or controls potential risks effectively, protecting the company from harm; and
• Other duties as assigned.
• Bachelor’s Degree in Business Management, Accounting or a related field;
• Possession of RIBO licence
• Minimum Three (3) years’ of broking experience;
• Completed or actively pursuing the CIP designation;
• Sales-oriented mindset;
• Ability to work collaboratively in a team environment;
• Strong interpersonal skills to influence others without authority;
• Demonstrated ethical decision-making abilities;
• Effective at building and maintaining relationships;
• Proficient conflict resolution and management abilities.

Key Relationships

• Internal : Executive, Colleagues, Support Staff
• External : Clients, Insurance Companies, Underwriters, Claims, Engineers & Consultants

Working Conditions

• Connect and network with key contacts at industry functions;
• Work normal business hours but may be required to do some work in the evenings or outside normal working hours;
• Able to work on a computer for long periods of time;
• Required to work in a busy, open area office;
• Required to spend long hours concentrating which will require attention to detail and high levels of accuracy;
• Required to meet a number of deadlines.

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