Web Customer Service Broker

4 weeks ago

Toronto, Ontario, Canada Questrade Financial Group Full time
About the Role

We are seeking a highly skilled and customer-focused Web Customer Service Broker to join our team at Questrade Financial Group. As a key member of our customer service team, you will be responsible for providing exceptional service to our customers, assessing their needs, and providing sound advice on personal insurance matters.

Key Responsibilities
  • Interact and communicate with customers in a professional, clear, and concise manner, providing exceptional customer service.
  • Act as an advisor and be knowledgeable about products and services offered by companies, as well as how insurance works, to provide all available options to customers.
  • Assess customer needs and apply sound judgment when reviewing, modifying, and adding coverage to policies, providing protection guidance and advice as required.
  • Work to create and maintain customer/broker relationships by continually assessing customer needs, identifying customer concerns, recommending solutions, and following up regularly.
  • Take a customer-driven, advisory approach, recommending coverages, up-selling, and cross-selling additional, appropriate products.
  • Quoting in Compu Quote and Endorsing in Power Broker.
  • Maintaining existing customer relationships by providing superior after-sale service through customer care calls, responding promptly to telephone calls, emails, fax inquiries, processing daily incoming mail/courier.
  • 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.
  • Advising customers of payment issues, non-renewals, and underwriting updates requests.
  • Ensuring documents have been received and issued (policy changes and renewals).
  • Documenting clearly all pertinent information discussed regarding the policy.
  • Being receptive to ongoing coaching and training provided and making use of self-coaching tools where available.
Requirements
  • 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.
  • Modest 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.

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