Personal Lines CSR

Job Description

Reference # j-397

GENERAL SUMMARY
Personal Insurance Customer
Service Representative (RIBO Licensed) with knowledge of the different insurance companies and
insurance portals who is able to service our Personal Home and Auto Insurance clients. If you have
strong organizational skills, able to multitask and knowledgeable on the markets, you can be part of our
great team known for customer service and retention!
Aside from providing exceptional claims service to our customers, this role will focus on customer care;
explaining coverage/limits, reviewing policies, discussing products with respect to the customer’s
automobile and property needs, remarketing policies when warranted and developing an account at
every opportunity with retention and growth being major focal points throughout the year.
DUTIES and RESPONSIBILITIES
Customer Service:
· Receive an incoming call immediately or if necessary, return the call within 2 hours
· Greet a walk-in client immediately to avoid them waiting unnecessarily
· Report claims immediately and follow up with the Adjuster & the Insured within 2 hours to ensure
client satisfaction
· Follow up with the Adjuster & the Insured on regularly basis with respect to serious or more
difficult/complex claims
· Review policies, as required
· Clearly explain coverage and limits to clients, discuss products to address needs and gaps in coverage
· Resolve issues regarding client premiums, account reconciliation, and other issues as they arise
· Receive payments and follow up on Aged Receivables
· Maintain professional demeanor when handling complaints, solving problems or interpreting/resolving
conflicts with clients
· Obtain, explain, and exchange information with clients, Business Development representatives of
professional agencies or governments and with your co-workers while acting within the boundaries of
the Privacy Act and as it pertains to our client
Sales:
· Develop the client’s coverage by up selling
· Write new business by rounding accounts
· Write new business by referral
Processing:
· Understand how to access and read on-line manuals
· Read all incoming Company correspondence to stay informed
· Maintain BMS, documenting client

JOB REQUIREMENTS
Education Level
· High School level education
· Registered Insurance Broker of Ontario (RIBO) Certification
Computer Skills
· MS Office Applications
· Broker Management Systems
· Rating software
· Portal Navigation
· Excel Application, an asset
Key Knowledge, Skills and Abilities
· Exceptional Customer Service
· Multi-tasking
· Organization
· Problem solving
· Conflict management
· Effective listening
· Policy interpretation
Professional Experience
3 years of CSR experience or 2 years prior Industry experience
Job Type: Full-time
Salary: $43,000.00 to $55,000 /year
rose@jobbornsolutions.com