Customer Engagement Rep

4 weeks ago

toronto, Canada Onlia Insurance Full time

CUSTOMER ENGAGEMENT REP - BROKER


Onlia x aha insurance’ mission: Bring clarity to Insurance


Onlia x aha insurance is an innovative omni-channel insurance offering that believes in changing the way Canadians experience insurance. Our mission is to bring clarity to insurance and simplify consumer’s relationship with their insurance provider. We believe in using technology to streamline the purchase process just as much as we believe in personable customer service over the phone. We’ve grown since launching in 2017, and we’re looking for professionals who want to improve the insurance experience as much as we do.


Southampton Group of Companies has recently acquired Onlia insurance and aha insurance. We're not just merging companies, we are fusing expertise, innovation,

and a relentless commitment to excellence. We are here to disrupt insurance in Canada and are building a team of heavy hitters to make that a reality. We work collaboratively in a fast-paced and agile environment. Every member of our team is empowered to take ownership of their role, and to assist in the build of a best-in-class experience for our customers.


The customer engagement team: the heart of the company


As part of the Customer Engagement Team, you will be working closely with all the other areas in our company, like marketing, finance and our IT department. Each customer inquiry is looked at as a chance to improve the experience for all our customers. Our goal is to answer all questions before our customers even knew they had them, to help instill complete confidence in our self-serve, digital insurance platform.


Reporting to the Customer Engagement Team Lead, you will work to drive a customer centric spirit by embedding the customer at the heart of everything we do across the team, all channels (phone, chat, email, social media, etc.) and championing that customer centric experience across all Onlia x aha insurance.


Key Accountabilities:


KA1 Provide exceptional customer service across a number of communication channels to our existing business by answering product and service queries.

KA2 Thorough coverage explanations, empathetic claims handling, ability to remarket where appropriate to ensure coverage and premium needs are met.

KA3 Handle and/or respond to all incoming mail/e-mail from existing clients.

KA 4 Process and review renewals for all insurers

KA5 Contact Customers and complete any requotes/remarkets as required

KA6 Process all cancellation requests on company portals

KA7 Ensure adherence to internal and external underwriting rules, regulations and procedures

KA8 Provides cross sell and upsell recommendations to existing clientele

KA9 Collects expiry dates on other lines of business from existing clientele

KA10 In-depth understanding of various insurance providers underwriting rules & product features and benefits

KA11 Knowledgeable and proficient on various insurer company portals

KA12 Responds to insurance company underwriters in a timely manner

KA13 Actively participate in training initiatives


Qualifications and competencies:

• Post-secondary education and / or equivalent on the job experience

• A minimum of 3 years’ experience in home and auto insurance broker

• RIBO licensed is required

• Excellent verbal and written communication skills

• Proficiency with computer applications and an efficient digital enabler

• High level of integrity and excellent work ethic

• Results oriented with a strong customer service focus

• Ability to work in fast-paced and challenging environment

• Ability to prioritize and manage conflicting demands

• Ability to work individually as well as part of a team


Working at OnliaxAha insurance


Our aim is to create a workforce that is diverse, promotes positivity, and demonstrates the values of equality, fairness, and respect in everything we do. We are dedicated to an antidiscrimination approach and provide equal opportunity for employment and advancement throughout Onlia x aha insurance regardless of gender, race, ethnicity, national origin, age, sexual orientation or identity, education, or disability. We respect and value diverse life experiences and cultures and ensure that all voices are valued and heard.


Onlia x Aha insurance welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

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