Customer Service Representative

6 months ago

Toronto, Canada Foxquilt Full time

**About Foxquilt**

Foxquilt is a leading North American Insurance technology company focused on providing small businesses insurance. Foxquilt develops, underwrites, and distributes a complete line of its own commercial insurance products in the United States and Canada. The company uses a combination of data analytics and artificial intelligence to recommend the best insurance coverage and price to meet the individual needs of its small business customers through brokers/agents, affinity partners, as well as directly to consumers.

**About the Role**

Are you ready to step into a dynamic role where problem-solving prowess meets unparalleled customer service in the fast-paced world of insurance? Join our team as a Customer Service Representative and become the frontline hero for our valued clients. In this role, you'll be the bridge between intricate insurance policies and our customers' needs, ensuring seamless resolution of technical queries while delivering exceptional support that exceeds expectations. If you're passionate about leveraging your technical expertise to make a tangible difference in people's lives, then this is the opportunity you've been waiting for. Let's embark on this journey together, where every interaction is a chance to shine and innovate in the realm of insurance services.

**Location: Toronto-based (hybrid work environment, 3 days in-office, 2 days remote)**

**Knowledge, Skills & Abilities**

**Requirements**:

- Insurance Diploma/Post-Secondary education in Insurance or equivalent experience
- RIBO license is a must
- Minimum 1 year Customer Service experience within an insurance brokerage

Knowledge:

- Proficient in the use of a Broker Management System (ideally Applied Epic)
- Working knowledge of commercial lines insurance policies, terminology, and coverage types.
- Familiarity with insurance regulations, compliance standards, and industry best practices.
- Proficiency in using insurance software systems and customer relationship management (CRM) tools - HubSpot specifically is an asset.

**Skills**:

- Exceptional communication skills, both verbal and written, to effectively interact with clients and colleagues.
- Attention to detail and accuracy when handling sensitive client information and processing transactions.
- Time management and organizational skills to prioritize tasks and meet deadlines in a fast-paced environment.
- Technical aptitude to troubleshoot system issues and assist clients with online account management.

Abilities:

- Customer-centric mindset with a passion for delivering outstanding service and building long-lasting relationships.
- Team player mentality with the ability to collaborate effectively with cross-functional teams and support colleagues.
- Proactive attitude towards continuous learning and self-improvement to stay updated on industry trends and best practices.

**Essential Duties and Responsibilities**

As a Customer Service Representative in the insurance industry, your essential duties will include:

- Policy Interpretation: Utilize your comprehensive understanding of insurance policies to interpret coverage details, clarify terms, and guide clients through their insurance plans effectively.
- Troubleshooting: Diagnose and resolve technical issues related to policy administration, billing, claims processing, and online account management to ensure a seamless customer experience.
- Documentation and Record keeping: Maintain accurate records of client interactions, inquiries, and resolutions in our database system, ensuring compliance with company policies and regulatory requirements.
- Product Knowledge: Stay updated on industry trends, policy changes, and new products to provide informed assistance and advice to clients regarding their insurance options.
- Collaboration: Work closely with internal teams such as underwriting, claims, and IT support to escalate and resolve complex issues efficiently, fostering a collaborative and cohesive work environment.
- Continuous Improvement: Proactively identify opportunities to enhance processes, streamline workflows, and improve service delivery, contributing to the overall efficiency and effectiveness of the technical service department.
- Training and Development: Participate in ongoing training sessions and professional development activities to enhance your technical skills, product knowledge, and customer service capabilities.

**What do we offer?**

Join our high-growth team as a Customer Service Representative and unlock a world of opportunity:

- Dynamic Environment: Thrive in a culture of innovation and collaboration where your ideas shape the future.
- Professional Growth: Access ongoing training, mentorship, and advancement opportunities in the insurance industry.
- Meaningful Impact: Make a difference every day by helping clients navigate insurance complexities.
- Competitive Compensation: Enjoy a competitive salary, benefits, and equity options.
- Flexibility: Balance work and lif

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