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Manager, Client Experience

4 months ago

Old Toronto, Canada Cavell Risk, Inc. Full time

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.

Minimum Requirements

  • 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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