Customer Service Representative

at  Spark Insurance

PERSONAL LINES INSURANCE CUSTOMER SERVICE REPRESENTATIVE (CSR)

Job Summary:
The Personal Lines Insurance Customer Service Representative (CSR) plays a vital role in ensuring customer satisfaction by providing exceptional service and support to clients with personal insurance policies, such as auto, home, and renters insurance. This position requires strong communication and organizational skills, attention to detail, and a commitment to building lasting client relationships.

Key Responsibilities:

• Client Support:
• Assist clients with inquiries regarding their personal insurance policies, including coverage options, policy terms, and billing.
• Respond to client requests for policy changes, endorsements, and cancellations in a timely manner.
• Provide guidance on claims processes and escalate complex issues to appropriate departments when necessary.
• Policy Management:
• Renewals: remark and amendments when required.
• Verify the accuracy of policy documentation, endorsements, and billing statements.
• Maintain up-to-date and accurate client records in the agency management system.
• Customer Retention and Relationship Management:
• Proactively follow up with clients to ensure satisfaction and identify opportunities for additional coverage or policy improvements.
• Communicate upcoming renewals to clients, review coverage needs, and provide competitive quotes.
• Handle customer complaints and concerns professionally, striving to resolve issues promptly.
• Sales Support:
• Collaborate with the sales team to cross-sell and upsell additional personal insurance products.
• Identify potential leads and refer them to sales agents when appropriate.
• Educate clients about new insurance products and services that align with their needs.
• Compliance and Documentation:
• Ensure compliance with all applicable insurance regulations and company policies.
• Prepare and file reports related to daily activities, such as policy updates and claims assistance.
• Stay informed about changes in industry trends, products, and regulations to provide accurate and up-to-date advice.
• Team Collaboration:
• Work closely with underwriters, claims adjusters, and other team members to resolve client issues effectively.
• Participate in team meetings, training sessions, and professional development opportunities to enhance skills and knowledge.

Qualifications:

• RIBO licensed
• Minimum 2 years experience as a Personal Lines CSR
• Conscientious, with a strong attention to detail and high level of organization and accuracy
• PowerBroker and Applied Rating System knowledge
• Excellent verbal and written communication skills
• Proficient computer skills and working knowledge of Microsoft Office programs.
• Ability to multi-task, prioritize and follow-up on uncompleted tasks in a timely manner
• Working knowledge of company portals
• Self-starter and team player

Job Type: Full-time
Pay: $50,000.00-$60,000.00 per year

Benefits:

• Dental care
• Extended health care
• Paid time off

Flexible language requirement:

• French not required

Schedule:

• Monday to Friday

Work Location: Hybrid remote in Concord, ON
Expected start date: 2025-04-0

• Client Support:
• Assist clients with inquiries regarding their personal insurance policies, including coverage options, policy terms, and billing.
• Respond to client requests for policy changes, endorsements, and cancellations in a timely manner.
• Provide guidance on claims processes and escalate complex issues to appropriate departments when necessary.
• Policy Management:
• Renewals: remark and amendments when required.
• Verify the accuracy of policy documentation, endorsements, and billing statements.
• Maintain up-to-date and accurate client records in the agency management system.
• Customer Retention and Relationship Management:
• Proactively follow up with clients to ensure satisfaction and identify opportunities for additional coverage or policy improvements.
• Communicate upcoming renewals to clients, review coverage needs, and provide competitive quotes.
• Handle customer complaints and concerns professionally, striving to resolve issues promptly.
• Sales Support:
• Collaborate with the sales team to cross-sell and upsell additional personal insurance products.
• Identify potential leads and refer them to sales agents when appropriate.
• Educate clients about new insurance products and services that align with their needs.
• Compliance and Documentation:
• Ensure compliance with all applicable insurance regulations and company policies.
• Prepare and file reports related to daily activities, such as policy updates and claims assistance.
• Stay informed about changes in industry trends, products, and regulations to provide accurate and up-to-date advice.
• Team Collaboration:
• Work closely with underwriters, claims adjusters, and other team members to resolve client issues effectively.
• Participate in team meetings, training sessions, and professional development opportunities to enhance skills and knowledge