Personal Insurance Advisor

Position Purpose and Objectives

Reporting to the Regional Leader this position is responsible for serving customers in person, online and via telephone to fulfill their insurance needs.  You are responsible for counseling and assessing risk for customers for Personal Lines policies and providing minimal Autopac assistance as needed. You must possess a strong knowledge of insurance markets/portals, products and pricing to properly match a client’s risk with the correct product.  Works directly with company underwriters and places business using a high level of judgement and risk assessment skill.  In this position, you will be a resource to co-workers for personal lines knowledge. You are a brand ambassador and in charge of delivering superior customer service experience.  Judgement, integrity, teamwork, professionalism and passion are key components of this position.

Essential Job Functions

• Provides a high level of customer service in person, by email, fax or over the phone.

• Maintains a large Personal Lines Book of Business which includes significant client counseling and following all EPIC workflows.

• Quoting new Personal lines. 

• Writing new business. 

• Review product, home evaluations and quotes with all clients, preferably 30 days ahead of renewals.  Remarket when required, (have client(s) best interest in mind).

• Report claims and follow up with clients post claims to ensure customer satisfactions, as per ONE guidelines.

• Works closely with company underwriters as well as customer representatives such as lawyers and realtors.

• Follow up and document conversations with clients and companies for accounts receivables while adhering to the ONE AR procedure.

• Transacting Autopac on an as needed basis. 

• Advice and process clients on Blue Cross or other travel products.

• Responsible for filing and keeping client files in order.

• Documentations of all client conversations, attaching emails and quoting process(es).

• Saturday rotation as required.

• Community presence and a strong referral base.

Skills, Abilities, and Competencies

• Strong customer service skills with the ability to always deal with them tactfully and professionally

• Demonstrate problem solving, conflict resolution, and practical thinking skills

• Demonstrate ability to communicate effectively both verbally and in writing.

• Proficient data entry and keyboarding skills.

• Effective working skills of Microsoft Office Programs and IWS, and EPIC

• High level of product knowledge.

• High level of judgement, risk assessment, and attention to detail.

• Ability to explain complex issues and concepts to customers for them to gain understanding.

• Professional appearance, manners, and a positive attitude. 

Minimum Qualifications & Experience

• Level 2 or 3 Insurance Brokers License with IWS certification

• High School and/or University degree or diploma is an asset

• 3-5 years prior experience as an Insurance Broker responsible for a Personal lines BOB

• 3-5 years of Autopac and SRE experience 

• Significant experience in Customer service including conflict resolution 

• Demonstrated working knowledge of TAM and/or EPIC

• Effective working skills of MS Word, Excel, Outlook and IWS

• Be a resource to co-workers for personal lines knowledge.

• High level of product knowledge

• A high level of judgment and risk assessment

• Strong customer service skills with a strong attention to detail

• Demonstrated ability to communicate effectively both verbally and in writing

• Demonstrated problem solving, conflict resolution and practical thinking skills

• Able to deal with customers tactfully and professionally

• Professional appearance and manners

• Positive attitude

• Ability to translate complex information into layman’s terms for customers