Customer Engagement Representative

2 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 act as an omni-channel agent dedicated to assisting our customers through the self-serve, digital experience. 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.

**Key Accountabilities**:
**KA2** Upselling and cross selling home and auto products in accordance with Onlia’s underwriting guidelines.

**KA3** Promoting client loyalty through attention to detail and relationship building during policy renewals and update inquires,

**KA4** Always agile, with a willingness to pivot to any live channel, whenever they require support

**KA5** Working on special projects and participating in cross-functional assignments as assigned, assisting in developing brand new processes to improve the customer’s digital journey

**KA6** Represent the voice of the customer in everything we do, advocating for the customer experience across the organization.

**Qualifications and competencies**:

- Post-secondary education and / or equivalent on the job experience
- 1 - 3 year with (digital) customer service
- You must actively hold an OTL/RIBO license to be considered for this role
- Experience with social media in a Business-to-Consumer environment (preferred)
- Intermediate-Advanced proficiency with MS Office (specifically word and excel)
- Intermediate-Advanced proficiency with Zendesk CRM (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.

**Job Types**: Full-time, Fixed term contract
Contract length: 6 months

**Salary**: $48,000.00-$59,000.00 per year

Schedule:

- Monday to Friday

Application question(s):

- How many years of digital customer service experience do you have?
- Do you have OTL/RIBO license?
- Are you intermediate to advanced with MS Office and Zendesk CRM?

Work Location: In person



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