Customer Support Advisor

**Only candidates that hold their LLQP license in good standing will be considered at this time**

About the Company

Greenstone is seeking a passionate and enthusiastic Customer Support Advisor to join our Care & Support team. This role is key to building and maintaining strong relationships with our clients, ensuring they feel supported from the moment they join us and throughout their policy lifecycle.

About the Role

Establish and nurture meaningful relationships with clients to support their journey from providing insurance advice, advising on inquiries and addressing concerns our clients might have throughout the lifetime of the policy. This includes inbounds and outbounds, attending to scheduled callbacks, assisting with payment-related inquiries, capturing answers on UW questions, handling complaints, addressing concerns or answering policy related inquiries, and addressing clients' needs. The advisor will ensure that every client interaction is completed with excellent client experience. As an LLQP licensed insurance professional, the role is pivotal in securing outstanding premiums and maintaining long-term client retention and satisfaction.

Responsibilities

Client Loyalty & Revenue Optimization

• Handle a wide range of client requests, including correspondence requests, payment arrangements, policy detail updates, coverage adjustments, further disclosures, claims intake and refund processing, in accordance with documented guidelines.
• Understand the system and actively listen to client's financial issue to support premium collection through relationship-driven communication.
• Provide accurate, clear information to clients while maintaining a professional and empathetic approach across all interactions.
• Provide insurance advice to assist clients with understanding the features and benefits of the policy, ensuring clients have adequate insurance coverage for the needs as well as manage/adjust the policy with clients throughout the lifetime of the policy.
• Follow and apply all quality assurance, compliance guidelines, and maintain accurate records at all times.
• Resolve client complaints with empathy and escalate calls when necessary to ensure timely resolution.
• Accurately document all interactions to maintain complete and compliant business records.
• Meet individual performance targets and contribute to overall team and business revenue objectives.
• Stay informed of updates to company policies, procedures, and processes to ensure compliance and consistency in service delivery.
• Maintain all required licenses to operate as a life insurance advisor across applicable jurisdictions.

Client Experience & Relationship Management

• Build lasting relationships through active listening, empathy, and personalized engagement to build rapport and foster trust and long-term loyalty.
• Ensure all client requests are managed within agreed service standards whilst also adhering to the process requirements of the business.
• Investigate and resolve client inquiries.
• Address client complaints professionally and empathetically, ensuring timely resolution and a positive experience.
• Leverage CRM tools and client insights to tailor interactions and proactively anticipate client needs.
• Consistently deliver accurate information and maintain a high standard of customer service across all touchpoints.
• Participate actively team huddles and team initiatives such as performance incentives to drive KPIs and enhance service quality.
• Monitor and report trends and emerging trends for potential optimization on existing process or new processes to enhance efficiency and provide actionable insights to management.
• Recommend solutions to recurring client issues and collaborate with leadership to improve service processes.
• Apply coaching and feedback from managers to continuously improve performance and client engagement to meet role expectations.
• Communicate effectively and professionally with cross-functional teams to support client needs.

Qualifications

• Licensing: LLQP certification required (minimum Ontario; additional jurisdictions considered an asset)
• Call Centre Experience: 1-2 years in a service, sales, customer service and relationship management
• Client Relationship Management: Proven experience in customer engagement, ideally within insurance, financial services, or other client-facing sectors
• Communication Skills: Warm, enthusiastic, and engaging phone presence with a natural ability to build rapport and foster strong client relationships that support business outcomes
• Interpersonal Strengths: Excellent communication skills with a genuine passion for helping people; able to infuse personality into client conversations to foster connections while maintaining professionalism
• Technology Proficiency: Familiarity with CRM platforms and data-driven customer engagement strategies.
• Attention to Detail: Demonstrated accuracy in handling client information and transactions
• Financial Literacy: Ability to clearly explain financial arrangements, health and lifestyle planning, and policy-related financial matters
• Sales & Retention Expertise: Proven ability to communicate product features and benefits effectively, with a track record in sales, service, and retention
• Client-Centric Problem Solving: Strong ability to understand client concerns and offer tailored solutions aligned with business objectives
• Empathy & Complaint Resolution: Skilled in managing client complaints with empathy and professionalism, ensuring positive outcomes
• Analytical Thinking: Highly developed problem-solving skills and the ability to think critically under pressure
• Work Ethic: Positive, proactive, and self-motivated approach to work.
• Time Management: Exceptional organizational skills with the ability to prioritize and manage tasks efficiently.
• Autonomy: Comfortable working independently in a fast-paced call centre environment.