Customer Experience Manager

Here are several reasons to consider insurance jobs with W.B. White Insurance:
**Proven brand**:
Whether you’re looking for a short-term contract position or long-term employment, W.B. White Insurance can provide you with a position at a proven industry brand. Our brand has been in business since 1929, and in that time we’ve acquired some of the top insurance industry leaders within in Canada. Joining our team is the ideal choice whether you’re just beginning a career in the field or you’re an experienced hard worker ready to take on a new challenge.

**A team-focused work environment**:
Our team works together to support one another as we meet the needs of our clients. We continually look to evolve the way we do business through innovation. W.B. White Insurance is a proud partner with Applied Systems. The suite of programs we work with include Applied Epic, Applied CSR24, Applied Mobile, and Applied Rating Services. All staff members are provided with leading-class collaboration tools and working resources to help them succeed in their position. We support our team 100% in ensuring their work is completed to the highest of standards. It’s how we’ve continually been able to expand our insurance business over several decades.

**A diverse working space**:
One of the many reasons so many insurance professionals want to work with W.B. White Insurance is that we offer a diverse working opportunities, which means you can work on a range of different projects on a daily basis. You’ll also be given a high level of autonomy over your work. Our goal is to foster growth and learning within the business to help our employees build an insurance career. We place a great deal of working trust in our team members. We strive to deliver on-going training to ensure our team are meeting the needs of our clientele. Whether team members want to work with auto insurance products, home insurance products or business insurance, we can respond with progressive positions in a positive working environment.

**_Desired Behavior’s of a W.B. White Employee_**_
- **
- The ability to be self-motivated and work independently
- Involved in the community and be a good citizen
- Strong commitment to detail
- Strong organizational and time management skills
- Committed to continuing education and further development of skills
- Analyze, think critically and problem solve to resolve daily challenges
- Teamwork skills; Active listening, give full attention to what other people are saying, taking the time to understand the points being made, asking questions for clarity

We have an exciting opportunity for an independent leader looking to demonstrate their expertise of personal line (home and auto) insurance.

Reporting to: Vice President Commercial Lines and Personal Lines

Job Description: As a trusted member of the team, you will be given the freedom and empowerment to make positive change within the brokerage. This role will ensure that each touchpoint across the customers journey is engaging, efficient and genuine. You will Inspire and motivate others to build an authentic interaction with customers and carry out the vision of the leadership team.

**Primary Responsibilities**
- Lead and implement a client engagement strategy
- Coordinating with IT during Hiring/Exiting of employees
- Champion and Lead Trainer of the Broker Management System (EPIC)
- Primary Backend EPIC Lead Administrator including Downloads and Company Interface
- Lead and Direct Office Service staff (reception, mail, telephones, vacation cover)
- With the assistance of the VP’s, Mentor, Lead and Direct Frontline Service staff and TSR’s on adherence to Best in Practice workflows and monitor quality of work
- Delegate tasks to Office Service staff as requested by Management
- Participate in monthly operations meetings as required
- Carry out assigned duties from Management
- Reports - Cancellation - ensure TSR team is transacting and coding properly
- Complete audits

**Additional Responsibilities**
- Pull monthly reports for MTO/CGI to audit Autoplus, MVR
- Program and cancel key tags for entry to the office and pull reports as necessary
- Work with management to monitor obtain and distribute supplies such as business cards, paper, letterhead
- Unlock customer files in Epic
- Processing specialty renewals
- Check download endorsements
- Process cancellations on the portal
- Follow up for cancellations & Endorsements not received
- Processing Direct Bill Renewals
- Rename & flip Commercial Endorsements
- Processing agency bill items including farm renewals, changes, cancellations
- Provide backup to Office Services staff in instances of emergencies and vacations.
- Stay up to date on trends
- Liaise and coordinate with external service providers

**Skills**
- Proficiency in Outlook, Word, Epic, Applied Rating Services
- Preferred ability to design, lead and present material to others in person or digitally
- Strong organizational, analytical and communic