Web Customer Service Broker

6 months ago

Toronto, Canada Questrade Financial Group Full time

Questrade Financial Group (QFG) of Companies is committed to helping our customers become much more financially successful and secure.

We are everything a traditional financial institution is not. At QFG, you will be constantly moving forward, bringing the future of fintech into existence. You will be a part of a collaborative team that cares deeply about our mission and each other. Your team members will help you conquer challenges, push boundaries and discover what you are truly capable of.

This is a place where you can explore, discover and learn with continuous growth. As a diverse and inclusive place to work, there are flexible working arrangements so you can unleash your creativity and curiosity with no limits. If you share the same sense of infinite possibility, come shape your future at Questrade.

We’re looking for our next Web Customer Service Broker. Could It Be You?
The Web Customer Service Broker’s primary role is to service both prospective and existing customers by assessing their needs, providing sound advice on personal insurance matters, and recommending coverage and/or upselling and cross additional products. As a Customer Service Broker you are required to provide and maintain a professional standard of conduct at all times while promoting a positive image of ThinkInsure. The Web Customer Service Broker, under the supervision of the Director and Team Lead, Servicing, will also be responsible for maintaining their assigned book(s) of business, and adhering to internal and company guidelines for binding authority - new business and remarkets, as well as adhering to Thinkinsure guidelines, policies, and core values.

Need more details? Keep reading
- Interact and communicate with customer in a professional, clear and concise manner (verbally and written) and provide exceptional customer service
- Act as advisor and be knowledgeable about products and services offered by companies as well as how insurance as a whole works, in order to provide all available options to a customer’s inquiries/questions to assist customer in making an informed decision
- Work to create and maintain customer/broker relationships by continually assessing customer needs, identifying customer concerns, recommending solutions, and following up regularly, while ensuring the customer is treated as an individual vs. a policy number
- Taking a customer driven, advisory approach, recommending coverages, up-selling and cross-selling additional, appropriate products
- Quoting in Compu Quote and Endorsing in Power Broker
- Requesting policy/renewal changes as per customer requests and remarket non-renewals
- Maintaining complete and detailed notes in BMS for all customer business
- Reviewing Endorsements for accuracy and completion
- Ensuring adherence to underwriting rules, regulations and procedures
- Documentation of all pertinent information in BMS
- Advise customers of payment issues, non-renewals and underwriting updates requests.
- Ensure documents have been received and issued (policy changes and renewals)
- Document clearly all pertinent information discussed regarding the policy.
- Receptive to ongoing coaching and training provided and make use of self-coaching tools where available.

Retention
- Ensuring that prior to cancelling a policy, the policy has been completely and thoroughly reviewed to the customer's satisfaction.
- New quotes completion
- Customers are advised of the next steps (penalties, payment withdrawals etc.)

Claims
- Complete claims counselling prior to submitting claims.
- Complete/Submit claims information to the company.

So are YOU our next Web Customer Service Broker? You are if you have
- Currently holding RIBO license or obtain RIBO license within 3 months of start date, mandatory
- Minimum of 2 years progressive experience in administration and services
- Insurance industry experience preferred, but not required
- Customer service experience and strong focus on service excellence.
- Strong interpersonal and relationship building skills.
- Strong attention to detail and able to complete tasks with a high degree of accuracy.
- High level of integrity, confidentiality, and accountability.
- Solid written and verbal business communication skills.

Work Conditions
- Hybrid work environment with the option to work from the office and/or home.
- Moderate job stress related to meeting tight deadlines, multi-tasking multiple priorities and requests
- Sitting for extended periods of time.
- Dexterity of hands and fingers to operate a computer keyboard and mouse.

LI-MB1 #LI-Hybrid
Sounds like you? Click below to apply

At Questrade Financial Group of Companies, with multiple office locations around the world, we are committed to fostering a diverse, inclusive and accessible work environment. This is an environment where individuals are treated with dignity and respect. Here, the unique skills and experience you bring will be valued. You will be supported and motivated, so that you can ha

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