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Reception & Administrative Specialist
2 weeks ago
Summary
The **Reception & Administrative Specialist (RAS)** has a pivotal role at Jones Insurance. This position encompasses advanced level reception and administrative tasks including some support to specific financial processes. The chief responsibility of the RAS is to ensure a memorable experience for all our clients and visitors while contributing meaningfully to the PL administrative team as a support for all processing and occasional accounting needs.
**Creating a Memorable Client Experience**
- **Proactive Client Service**: Go beyond the basics to anticipate client needs, offering assistance that leaves a lasting positive impression.
- **Personalized Approach**: Take the time to actively listen and understand clients’ unique needs, ensuring that every interaction feels meaningful and tailored.
- **Problem Resolution**: Quickly and effectively address concerns or questions, turning challenges into opportunities to demonstrate our commitment to client satisfaction.
- **Consistent Professionalism**: Maintain a courteous, patient, and empathetic approach in all interactions, making each client feel valued and appreciated.
**Job Duties**:
**Client Experience & Reception Duties**:
- Create a memorable experience as our clients and visitors’ first touch point, representative of our brand, mission and value propositions.
- Maintain and ensure confidentiality with all client and departmental files and in all interactions
- Respond in a positive, engaging and professional manner to all inquiries from visitors, suppliers, inquiries, colleagues, and any other interactions.
- Ensure the daily transactional processes have run correctly, and action any follow-ups at the start of each day.
- Administer and manage inbound/outbound mail, including priority post, packages, courier services, and other correspondence.
- Maintain and execute all opening and closing duties of the office, ensuring the processes are documented and updated accordingly.
- Look for opportunities to improve the client experience within our office environment or phone triaging.
- Monitor and maintain office inventory levels, ensuring essential supplies are stocked and replenished in a timely manner.
**Broker Support Duties**:
- Work with brokers and other colleagues to resolve internal underwriting issues.
- Assist in the internal auditing process as directed by the Personal Lines Manager.
- Document all client activity in our Broker Management System in accordance with our policies and procedures.
- Complete quote requests in our quotation management systems as directed.
- Ensure all registered letter payments are promptly sent via ClearPay or broker cheques, and inform brokers to follow up with the relevant company.
- Assist in other administrative duties or projects as required.
**Accounting & Financial Duties**
- Compile and reconcile daily cash receipts, ensuring accuracy and completeness.
- Process all types of payments, including direct deposits from financing companies, e-transfers, cash, credit cards, and automatic debits, and prepare corresponding sales receipts.
- Maintain adequate change and small bills in both cash floats throughout the day.
- After extended shifts, verify any payments received and confirm if any cheques need to be issued to insurance companies.
- Act as a back up to accounting team; data entry, invoice tracking, and other finance-related tasks as needed.
- Notify brokers of any agency bill payments received.
**Requirements**:
- A high school diploma or equivalent is required; additional education in office administration, accounting or related fields is a plus.
- A minimum of 2 years of experience in an administrative or client service role is required.
- Familiarity with Broker Management Systems (BMS) and insurance industry practices is advantageous, but any CMS experience is valued.
- Advanced knowledge of office procedures involving reception, such as service etiquette, payment collection, reconciliations, financial record-keeping, complex data entry, inventory management, budgeting and other controls is desired.
- Accounting experience is an asset.
- Experience working within the Microsoft 365 suite (e.g. Outlook, Teams, Sharepoint) is preferred.
- Valid ON driver’s license.
**Core Competencies**
- **Client Service**: exceptional interpersonal skills; builds connections with visitors without compromising productivity, empathetic with a solution-focused attitude to handle all types of interactions.
- **Communication**: Excellent communication skills, both written and verbal, with the ability to handle confidential information. Effectively uses telephone etiquette that engages and elicits trust in our service.
- **Attention to detail**: Advanced attention to detail and ability to return to your current task when interrupted.
- **Time Management**: Organizational skills and time management abilities. Ability to work both independently and as part of a collaborative team to meet goals and deadlines.
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