Customer Service Team Lead
3 months ago
**A**re you looking to establish a professional career in a growing industry? Are you seeking advancement and longevity in a dynamic, rewarding environment?**
We have an incredible opportunity for you
At Duliban Insurance, we are not your average broker - when you join the Duliban Dream Team, you become part of the family Our tenets of _honesty_, _integrity_ and _hard_ _work_ inform everything we do - from our innovative technological approach to our commitment to the communities we serve, we drive for excellence while maintaining our homegrown roots.
Join our award-winning Dream Team and grow with us
**The Opportunity**
The Customer Service Team Lead is responsible to assist in leading, developing and supporting the Customer Service team to meet performance objectives. This position would be responsible for coaching, mentoring and motivating the team to meet/exceed retention and customer satisfaction goals set forth by the business. The Customer Service Team Lead will work with the team to reach and maintain a level of service that exceeds the expectations of our valued clients.
**Primary Responsibilities**
- Lead, coach and mentor team in specified team and support other teams as required.
- Responsible for team customer retention and cancellations.
- Discuss coverages with clients and review policies based on their individual needs.
- Responsible for cancellations of teams assigned portfolio.
- Responsible for scheduling team members for assigned team.
- Handle all client escalations and communicate to management incl. cancellation, negative reviews, broker omissions
- Conduct regular touchpoints with the team on an individual and departmental basis
- Ensure adoption and utilization of new procedures/processes and assist with implementation.
- Conduct renewal reviews when necessary.
- Assist the manager in dealing with team member performance issues.
- Assist team members when required with answering incoming calls and welcoming clients who visit our office(s) in person.
- Review and Monitor all customer inquires not completed in real time.
- Assist in the scheduling of RIBO hours.
- Approve timesheets for team in payroll system.
- Complete performance reviews with the assistance of the Customer Service manager.
- Possesses a RIBO license in good standing with 3+ years of experience working as an Insurance Broker
- Demonstrates a high degree of professionalism and integrity
- Has excellent interpersonal and communication skills with a proven track record for managing/coaching team members
- Works well within a team and independently, taking initiative to assist team members where needed
- Interacts with patience, enthusiasm and dedication
- Pays close attention to detail and multitasks with a high level of organization and accuracy
- Approaches learning and professional development with enthusiasm
**The Company**
Duliban Insurance Brokers is an award-winning third generation brokerage that has been consistently named a top insurance workplace, winner of Brokerage of the Year (2019), and Lincoln’s Business of the Year (2022). With offices across Niagara and Haldimand, our team prides itself on helping clients find simple, affordable solutions to all their auto, home, business and farm insurance needs.
As a valued Dream Team Member, you receive:
- Competitive compensation
- A benefit package including medical, dental and vision coverage
- A health spending account to use at your discretion
- RRSP and DPSP Plan
- Paid time to volunteer in the community
- Training and development opportunities
Become a valued member of the Duliban Dream Team and work alongside dedicated, motivated individuals committed to the communities we serve. Come and join us
RIBO License required
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