Customer Care Specialist

Job Title: Customer Care Specialist
Location: Remote
Employment Type: Full-Time / Permanent

Who we are:
Established in 2008, My Insurance Broker is a proud family-owned and Canadian-operated brokerage. As one of Ontario's fastest-growing online brokerages, we have forged strong partnerships with Canada's leading insurance companies. With multiple offices across Southern Ontario and a dedicated support center in Richmond Hill, we are committed to delivering superior pricing, comprehensive coverage, and exceptional service to our clients.

About the role:
As a Customer Care Specialist, you'll handle calls, assist with inquiries, provide exceptional service, manage policy requests, process changes, and answer general questions. You'll also sell coverages, perform policy reviews, maintain professionalism, meet volume requirements, and ensure compliance with all policies in our Customer Care Centre

What you’ll be doing:

• Answer queue calls and support customers with their inquiries.
• Provide exceptional customer service to customers.
• Attentively listen, gauge, and gather client inquiries to help assist in managing their policy requests or insurance needs.
• Collect pertinent details to process policy changes while adhering to carrier guidelines.
• Answer any general questions for current or potential clients to maintain M.I.B.'s reputation as a consumer-centric, knowledge-based, insurance provider.
• Handle all calls and files with focus on one call resolution  
• Manage and follow up on tasks and emails in a timely manner.
• Up-sell/cross-sell coverage when presented with the opportunity.
• Perform full insurance policy reviews at points of contact with clients.
• Provide and maintain a professional standard of conduct at all times while promoting a positive image of the brokerage.
• Ensure specific volume requirements and commitments are adhered.
• Ensure compliance with all audit and risk management requirements, regulatory legal and ethical policies and requirements.
• Perform other related tasks as required.

What we need you to bring:

• Minimum College or University level Degree/Undergraduates Degree or comparable experience
• Minimum 1 year of successful broker experience in a general insurance brokerage (preferred)
• RIBO License
• Familiar with Automobile Endorsements
• Call Centre experience (preferred)
• Proficient with insurance policy systems as well as MS Office, specifically Excel, Word, and Outlook
• Experience working with company portals and Broker Management System (EPIC) is an asset.
• CIP or CAIB Certification or working towards its completion

My Insurance Broker is an equal opportunity employer committed to fostering an inclusive, respectful, and diverse workplace. We are committed to providing accommodation upon request for applicants and employees with disabilities, in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA). If you require accommodation at any stage of our hiring process, please inform us and we will work with you to meet your needs.

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