Customer Engagement Team Lead

3 weeks ago

Toronto, Canada Onlia Full time

**Onlia’s mission: Bring clarity to Insurance**

Onlia offers innovative digital insurance and a telematics app that incentivises good driving to the Ontario market. Onlia’s mission is to bring clarity to insurance and simplify consumer’s relationship with their insurance company through a digital experience, and best in class customer service. Launched in 2018, Onlia is a joint venture between Achmea, the largest insurance group of the Netherlands, and Fairfax Financial, a Canadian-based financial holding company.

We are here to disrupt insurance in Ontario 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 underwriting, product and pricing, claims, web/app development and sales. Each customer inquiry is looked at as a chance to improve the digital 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 Leader, you will work towards empowering the team to achieve all corporate targets and service goals. You will be responsible for leading Onlia’s Customer Engagement Team into the future phases of providing a best-in-class digital customer experience through the training, mentoring and development of a team of Customer Engagement Representatives.

**Key Accountabilities**:
**KA1** Supporting the Customer Engagement Leader in ensuring service level goals and operational objectives are effectively communicated and understood throughout the team.

**KA2** Diffusing difficult situations while acting as the first point of contact for customer escalations and Ombuds complaints, responding to them via written and phone communication, and providing customers and external stakeholders with timely and accurate support.

**KA3** Participating in the recruitment, interviewing, onboarding, and training of all new team members.

**KA4 **Supporting direct reports by holding regular training and coaching sessions, emphasizing the achievement and maintenance of service level standards and quality scores.

**KA5** Ensuring direct reports provide an outstanding customer experience by performing monthly quality evaluations and monitoring adherence to live channel scheduling.

**KA6** Managing all time off and vacation requests for direct reports, ensuring time off is balanced and appropriate for live channel volumes.

**KA7 **Working closely alongside Customer Engagement Team Leads and Senior Underwriting Specialist to prioritize and execute Business Pillar responsibilities.

**KA8** Working closely with Finance to investigate customer billing concerns, refund inquiries, and invoicing issues in order to resolve customer escalations.

**KA9** Liaison with external vendors to support the development of Onlia’s self-serve, digital portal and processes.

**KA10** Driving retention and cross-selling results through displayed behaviours and coaching.

**KA11** Responsible for alignment with the product and underwriting experts and ensuring the correct execution of the pre-defined underwriting and business rules.

**Qualifications and competencies**:

- Post-secondary education and / or equivalent on the job experience
- Minimum 7-year experience and working knowledge of personal lines property & casualty insurance. OTL/RIBO licensed is required
- Minimum 5-year experience with (digital) customer service
- Experience with leading a high-performance team
- Intermediate-Advanced proficiency with Zendesk or comparable CRM.
- Fluently Bilingual (English/French) is a strong asset

**WORKING AT ONLIA**

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 anti-discrimination approach and provide equal opportunity for employment and advancement throughout Onlia 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.

**Salary**: $73,000.00-$81,000.00 per year

Schedule:

- 8 hour shift
- Monday to Friday

Application question(s):

- Are you intermediate-advanced proficiency with Zendesk CRM?
- Have you obtained the OTL/RIBO license?
- Do you have a minimum of 7 years of experience and working knowledge of personal lines property & casualty insurance?
- Do you have a minimum of 5 years of experience with digital customer service?

Work Location: Hybrid remote in TORONTO

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