Lead Insurance Advisor
4 weeks ago
As one of Canada's prominent insurance providers, Western Coast Insurance Services operates numerous locations nationwide. With a dedicated workforce exceeding 2,100 professionals, our operations are guided by our core principles: Integrity, Equity, Value, and Commitment. We strive to deliver optimal insurance solutions, empowering our clients to live with assurance.
Team Lead - Customer Care Center
Utilize your leadership abilities and insurance knowledge to steer your team towards success. In this role, you will lead a group of Insurance Advisors, serving as a Subject Matter Expert (SME) while coaching and mentoring with the support of the Customer Care Center Manager.
You will be responsible for overseeing daily operations and contributing to the enhancement of business processes.
Typical Responsibilities Include:
Direct and mentor advisors to achieve both individual and collective objectives. Conduct performance-based coaching sessions to enhance advisor effectiveness. Execute historical call audits to ensure adherence to quality and compliance standards. Provide continuous training and development opportunities for team members. Establish and track performance benchmarks for the team. Ensure the team consistently meets or surpasses target service levels, post-call survey ratings, and NPS metrics. Analyze performance metrics and implement strategies for ongoing improvement. Oversee the onboarding and servicing of clients who acquire policies through digital platforms. Ensure advisors deliver exceptional customer service, including document provision, new client engagement, policy modifications, and quoting additional lines of business. Supervise the management of personal line referrals for Care Center clients. Address and resolve any escalated customer inquiries or concerns.The Expertise You Bring:
General Insurance Level 2 License is required. Proven track record of exemplifying best practices and implementing initiatives. Strong organizational and training capabilities in a deadline-oriented environment. Professional communication skills, both written and verbal.Employment Details:
Hours: Full Time
Location: Remote across Canada / In Office
Requisition: 80855
What if I don't meet every requirement?
If you are enthusiastic about the position but your experience does not align perfectly with every requirement, we still encourage you to consider applying. You may be the ideal candidate for this role or another opportunity that better suits your qualifications.
At Western Coast Insurance Services, we are committed to fostering a diverse, inclusive, and authentic workplace within the communities we serve. If you have any questions or require accommodations, please reach out.
Health & Wellness Benefits:
We take pride in offering programs that enhance the lives of our employees, as they are our most valuable asset. Eligible employees receive a competitive compensation package, including three weeks of vacation, 14 paid wellness days, company-matched investment and savings programs, and fully employer-funded group benefits, including a health care spending account.
For over two decades, supporting our local communities has been integral to our operations, deeply embedded in our culture.
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