Customer Service Broker - Home & Auto Insurance

OTIP (Ontario Teachers Insurance Plan) is committed to providing meaningful benefits support and service. The Customer Service Broker will assist clients with product information, resolve complaints, and assess risks related to automobile and property policies.

Responsibilities

• Directs or responds to telephone inquiries and written requests. This includes processing changes directly into the computer system, applying proper underwriting standards, assessing risks according to binding requirements, and answering general account inquiries
• Resolves product and service problems. This includes clarifying client complaints, determining the cause of the complaint, selecting the best solution and explaining it, expediting correction, following-up to ensure resolution, and making recommendations to management, as required
• Attracts potential clients. This includes answering questions and providing information regarding products and services, obtaining ex-dates, and meeting or surpassing ex-date objectives to increase sales potential
• Prepares and drafts responses to routine correspondence
• Processes rewrites and remarkets following established new-business guidelines
• Files and documents records of insurance transactions and maintains and updates current rate manuals for all markets, as received, including new coverage announcements
• Maintains a comprehensive log and diary system, reviewing and flagging contentious issues for discussion with management, as required
• Provides quality service while adhering to customer service standards, keeping information confidential to protect operations
• Performs other duties within competence, as assigned

Skills

• A RIBO licence
• A minimum of one year's experience in personal lines automobile and property insurance
• Exceptional communication skills and the demonstrated ability to deal effectively with all levels of internal and external stakeholders
• Superior time management, project management and organizational skills to manage competing priorities
• Intermediate knowledge of Microsoft Office Suite applications
• Bilingualism is an asset

Benefits

• Best-in-class pension and benefits
• Total reward programs
• Comprehensive mental wellness supports
• Industry-leading group benefits with 100% premium coverage (excluding LTD) that start on your first day
• Defined benefit pension plan for a financially confident retirement
• 100% coverage of approved continuing education and licensing fees (including RIBO courses in Ontario)
• Access to a wealth of learning resources, including LinkedIn Learning for professional development
• Flexible work-from-home and hybrid options
• Opportunities for advancement

Company Overview