Insurance Customer Support Specialist

4 weeks ago

Toronto, Ontario, Canada Onlia x aha insurance Full time

Onlia x aha insurance: Redefining the Insurance Experience

At Onlia x aha insurance, we are committed to transforming the insurance landscape in Canada. Our innovative omni-channel approach aims to simplify the insurance journey for consumers, ensuring clarity and confidence in their interactions with us. Since our inception in 2017, we have been dedicated to enhancing the insurance experience through technology and exceptional customer service.

Recently acquired by Southampton Group of Companies, we are not merely merging operations; we are integrating expertise and innovation to create a powerhouse in the insurance sector. Our collaborative and agile work environment empowers every team member to take ownership of their role, contributing to the development of a premier customer experience.

The Customer Engagement Team: Central to Our Mission

As a vital member of the Customer Engagement Team, you will collaborate with various departments, including marketing, finance, and IT. Each customer interaction is viewed as an opportunity to enhance the overall experience, aiming to anticipate and address customer needs proactively. Our goal is to instill complete confidence in our digital insurance platform.

Key Responsibilities:

  • Exceptional Service: Deliver outstanding customer support across multiple communication channels, addressing product and service inquiries.
  • Comprehensive Coverage Guidance: Provide thorough explanations of coverage, handle claims with empathy, and ensure clients' coverage and premium needs are met.
  • Client Correspondence: Manage and respond to all incoming mail and emails from existing clients.
  • Renewal Processing: Review and process renewals for all insurers.
  • Customer Outreach: Contact clients to complete any necessary requotes or remarkets.
  • Cancellation Management: Process all cancellation requests through company portals.
  • Regulatory Compliance: Ensure adherence to internal and external underwriting rules and procedures.
  • Sales Opportunities: Provide cross-sell and upsell recommendations to existing clients.
  • Client Information Collection: Gather expiry dates on other lines of business from current clientele.
  • Insurance Knowledge: Maintain an in-depth understanding of various insurance providers' underwriting rules and product features.
  • Portal Proficiency: Demonstrate knowledge and proficiency with various insurer company portals.
  • Timely Responses: Respond promptly to inquiries from insurance company underwriters.
  • Training Participation: Actively engage in training initiatives to enhance skills and knowledge.

Qualifications and Skills:

  • Post-secondary education and/or equivalent work experience.
  • A minimum of 3 years of experience in home and auto insurance brokerage.
  • RIBO licensing is mandatory.
  • Excellent verbal and written communication abilities.
  • Proficient in computer applications and a strong digital enabler.
  • High integrity and a strong work ethic.
  • Results-oriented with a focus on customer service.
  • Able to thrive in a fast-paced and challenging environment.
  • Capable of prioritizing and managing conflicting demands.
  • Ability to work independently as well as collaboratively within a team.

Commitment to Diversity:

At Onlia x aha insurance, we strive to cultivate a diverse workforce that embodies positivity and upholds the values of equality, fairness, and respect. We are dedicated to an anti-discrimination approach, providing equal opportunities for employment and advancement regardless of gender, race, ethnicity, national origin, age, sexual orientation, identity, education, or disability. We value diverse life experiences and cultures, ensuring that all voices are acknowledged and respected.

We welcome and encourage applications from individuals with disabilities, and accommodations are available upon request for candidates participating in all aspects of the selection process.

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