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Customer Experience Specialist

2 months ago

Toronto, Ontario, Canada Onlia x aha insurance Full time
About Onlia x aha Insurance

We are a leading provider of innovative insurance solutions, dedicated to simplifying the insurance experience for Canadians.

Our mission is to bring clarity to insurance and empower consumers to make informed decisions.

Customer Engagement Team

The Customer Engagement Team is at the heart of our company, working closely with various departments to deliver exceptional customer experiences.

We strive to answer all customer inquiries before they arise, ensuring complete confidence in our self-serve, digital insurance platform.

Key Responsibilities
  1. Provide exceptional customer service across multiple communication channels, answering product and service queries.
  2. Deliver thorough coverage explanations, empathetic claims handling, and remarketing opportunities to ensure coverage and premium needs are met.
  3. Handle and respond to all incoming mail and email from existing clients.
  4. Process and review renewals for all insurers.
  5. Contact customers and complete requotes/remarkets as required.
  6. Process all cancellation requests on company portals.
  7. Ensure adherence to internal and external underwriting rules, regulations, and procedures.
  8. Provide cross-sell and upsell recommendations to existing clientele.
  9. Collect expiry dates on other lines of business from existing clientele.
  10. Develop an in-depth understanding of various insurance providers' underwriting rules and product features and benefits.
  11. Stay knowledgeable and proficient on various insurer company portals.
  12. Respond to insurance company underwriters in a timely manner.
  13. Participate in training initiatives.
Qualifications and Competencies

We are seeking a highly skilled and experienced professional with:

  • Post-secondary education and/or equivalent on-the-job experience.
  • A minimum of 3 years' experience in home and auto insurance brokerage.
  • RIBO licensure.
  • Excellent verbal and written communication skills.
  • Proficiency with computer applications and digital tools.
  • A high level of integrity and excellent work ethic.
  • A results-oriented approach with a strong customer service focus.
  • The ability to work in a fast-paced and challenging environment.
  • The ability to prioritize and manage conflicting demands.
  • The ability to work individually and as part of a team.