Personal Lines Account Manager

Roughley Insurance Brokers Ltd.; Oshawa; On-site; CAD 55,000 - 65,000; Full time

Benefits offered by this job

Birthday off

Wellness bursary

Volunteer day

Three locations to work

Three weeks vacation

Job summary

Roughley Insurance Brokers Ltd. in Oshawa, ON, is seeking a personable Personal Lines professional for a full-time role. You will handle client requests, advise on coverage, and support Producers to ensure accurate policy management and responsive service.

Join a family-owned, community-focused brokerage with opportunities for growth, ongoing training, and a collaborative team culture. On-site engagement at multiple local offices is available with a 3-6 month in-person onboarding period.

Qualifications

• Strong problem-solving skills to assess client needs and tailor coverage options.
• Excellent attention to detail when handling policies, endorsements, and client data.
• Empathy and a customer-focused mindset to help clients protect assets with care.
• Adaptability and resilience in a fast-changing insurance environment.
• Effective time management to balance renewals, requests, and changes.

Responsibilities

• Handle incoming calls, emails, and faxes to process client requests (policy changes, quotes, cancellations, rewrites).
• Review policies and recommend coverage options tailored to clients’ needs.
• Work with Producers to ensure requests are handled efficiently.
• Follow up on non-renewals and varied terms notices; upload and forward endorsement requests.

Skills

Problem solving

Attention to detail

Empathy

Adaptability

Time management

Sales & upselling

Team player

Initiative

Professionalism

Handling difficult conversations

Job description

Personal lines Full Time Oshawa, ON $55,000 - $65,000 CAD per year

Roughley Insurance Brokers Ltd. was founded in 1945 and has been a trusted part of the Durham Region community for over 80 years. With offices in Oshawa, Bowmanville, and Port Perry, we are a growing, forward-thinking brokerage that values personal connections, exceptional service, and a client-first approach. We’re looking for passionate individuals who want to be part of our evolving success story—people who want to grow their careers while contributing to the direction and expansion of our company.

The Opportunity

We are looking for a highly personable and knowledgeable individual to provide outstanding customer service. This is an exciting opportunity for someone who enjoys helping clients, working in a collaborative team environment, and being part of an independent, family-owned company.

What You’ll Do

Client Service & Policy Management:

• Handle incoming calls, emails, and faxes to process client requests, including policy changes, quotes, cancellations, reinstatements, rewrites, and new policies.
• Review policies and recommend coverage options tailored to clients’ needs.
• Work closely with Producers to ensure client requests are handled efficiently.
• Follow up on non-renewals and varied terms notices
• Upload and forward endorsement requests to carriers.

Team Support & Growth:

• Opportunities to contribute to the success of the brokerage by participating in process improvements, team initiatives, and community engagement activities.
• Support colleagues and provide backup for other team members as needed.

Why Join Roughley ?

Career Growth & Development: Roughley is an established growing brokerage with a strong future. We support career advancement and offer mentorship opportunities. We support your professional development and have in-house programs to help you grow. Subject to approval, we will often reimburse our employees for insurance-related courses such as CAIB.

Competitive Compensation: Salary based on experience, with additional earning opportunities such as earning commission on friends and family.

Work-Life Balance:

• Monday to Friday, 9:00 AM – 4:30 PM schedule.
• Minimum three weeks paid vacation + paid wellness time
• Initial onboarding requires in-person work for 3-6 months to ensure a smooth transition.
• Your choice of working at one of our 3 locations.
• Friends and family program - you make commissions
• $200 wellness bursary.
• Your birthday off.
• Paid volunteer day to give back to the community.

Engaging Work Culture: A supportive team that values collaboration, innovation, and making a difference in our clients' lives.

What We’re Looking For

• Strong problem-solving skills—the ability to assess a client’s needs and find the best coverage solutions.
• Attention to detail—accuracy when handling policies, endorsements, and client information.
• Empathy and a customer-focused mindset—helping clients protect their assets with care and understanding.
• Adaptability and resilience—thriving in a fast-paced industry with frequent changes.
• Time management and prioritization—handling multiple client requests, renewals, and changes efficiently.
• Sales and upselling ability—recognizing opportunities to recommend better coverage.
• Team player—collaborating with Producers, underwriters, and team members to serve clients effectively.
• Initiative and proactiveness—following up on renewals, potential coverage gaps, and client needs before they ask.
• Professionalism and integrity—upholding high ethical standards in financial decisions.
• Ability to handle difficult conversations—navigating claims, rate increases, or policy cancellations with professionalism.
• Minimum of 3 years of prior insurance experience.