Reception and Administrative Specialist

3 weeks ago

Thunder Bay, Ontario, Canada Jones Insurance Full time

The Reception & Administrative Specialist (RAS) is pivotal at Jones Insurance. This position encompasses advanced level reception and administrative tasks including some support to specific financial processes. The chief responsibility of the RAS is to ensure a memorable experience for all our clients and visitors while contributing meaningfully to the PL administrative team as a support for all processing and occasional accounting needs.

Creating a Memorable Client Experience

· Proactive Client Service: Go beyond the basics to anticipate client needs, offering assistance that leaves a lasting positive impression.

· Personalized Approach: Take the time to actively listen and understand clients' unique needs, ensuring that every interaction feels meaningful and tailored.

· Problem Resolution: Quickly and effectively address concerns or questions, turning challenges into opportunities to demonstrate our commitment to client satisfaction.

· Consistent Professionalism: Maintain a courteous, patient, and empathetic approach in all interactions, making each client feel valued and appreciated.

Job Duties:

Client Experience & Reception Duties:

· Create a memorable experience as our clients and visitors' first touch point, representing our brand, mission and value propositions.

· Maintain and ensure confidentiality with all client and departmental files and in all interactions

· Respond positively, engaging and professionally to all inquiries from visitors, suppliers, inquiries, colleagues, and any other interactions.

· Triage and respond to telephone, email, in-person inquiries, and all electronic/paper correspondence, including managing the general company email inbox, following established protocols.

· Manage the main reception phone system, updating auto attendants and messaging as necessary, checking voicemails at the opening and throughout the day.

· Ensure the daily transactional processes have run correctly, and action any follow-ups at the start of each day.

· Administer and manage inbound/outbound mail, including priority post, packages, courier services, and other correspondence.

· Maintain and execute all office opening and closing duties, ensuring the processes are documented and updated accordingly.

· Look for opportunities to improve the client experience within our office environment or phone triaging.

· Monitor and maintain office inventory levels, ensuring essential supplies are stocked and replenished promptly.

Broker Support Duties:

· Process new insurance applications and other policy transactions within our insurance partners' web portals as directed by Jones Insurance Brokers.

· Work with brokers and other colleagues to resolve internal underwriting issues.

· Assist in the internal auditing process as directed by the Personal Lines Manager.

· Document all client activity in our Broker Management System per our policies and procedures.

· Complete quote requests in our quotation management systems as directed.

· Compile electronic application packages for brokers.

· Ensure all registered letter payments are promptly sent via ClearPay or broker cheques, and inform brokers to follow up with the relevant company.

· Assist in other administrative duties or projects as required.

Accounting & Financial Duties

· Compile and reconcile daily cash receipts, ensuring accuracy and completeness.

· Process all types of payments, including direct deposits from financing companies, e-transfers, cash, credit cards, and automatic debits, and prepare corresponding sales receipts.

· Maintain adequate change and small bills in both cash floats throughout the day.

· After extended shifts, verify any payments received and confirm if any cheques need to be issued to insurance companies.

· Act as a backup to the accounting team; data entry, invoice tracking, and other finance-related tasks as needed.

· Notify brokers of any agency bill payments received.

Requirements

· A high school diploma or equivalent is required; additional education in office administration, accounting or related fields is a plus.

· A minimum of 2 years of experience in an administrative or client service role is required.

· Familiarity with Broker Management Systems (BMS) and insurance industry practices is advantageous, but any CMS experience is valued.

· A desired knowledge of office reception procedures, such as service etiquette, payment collection, reconciliations, financial record-keeping, complex data entry, inventory management, budgeting and other controls.

· Accounting experience is an asset.

· Experience working within the Microsoft 365 suite (e.g. Outlook, Teams, Sharepoint) is preferred.

· Valid ON driver's license.

Core Competencies

· Client Service: exceptional interpersonal skills; builds connections with visitors without compromising productivity; empathetic with a solution-focused attitude to handle all interactions.

· Communication: Excellent written and verbal communication skills, with the ability to handle confidential information. Effectively uses telephone etiquette that engages and elicits trust in our service.

· Attention to detail: Advanced attention to detail and ability to return to your current task when interrupted.

· Time Management: Organizational skills and time management abilities. Ability to work independently and as part of a collaborative team to meet goals and deadlines.

· Adaptable: Willingness to adopt change. Participates in our vision for continuous improvement and is flexible to new challenges as the role evolves.

· Resourceful and solution-oriented: Demonstrates resourcefulness by quickly identifying challenges and devising practical, effective solutions to overcome them.

If you are an organized, detail-driven individual who enjoys connecting and helping people – we want to hear from you

We sincerely thank all candidates for their interest in working with our company. Candidates who meet screening requirements will receive a prompt for an assessment. Only those who pass the evaluation will be notified of next steps.

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