Live Chat Support Roles Jobs in Ottawa, ON (NOW HIRING)

Posting Description

Business Line: Personal Lines

Hours Per Week: 35 (Full-Time)

Location: Oshawa & Hamilton - Any, Hybrid

Job Duration: Full-Time, Permanent

Wage Transparency: The base salary range for this position is $50,000 to $70,000. The base salary offered will be determined by factors including, but not limited to, experience, credentials, education, certifications, skill level required for the position, the scope of the position, and geographic location. Actual base salary offered will be determined on a case-by-case basis. In addition to the base salary, this position may be eligible for performance-based incentives.

About the Role

Regardless of their individual specialties, each personal lines team member has one thing in common: a personal responsibility for getting you the answers, support, or services you need, when you need them. We're looking for a Client Manager for our Digital Team, who primarily service our clients through live chat and email. The successful candidate will leverage their industry knowledge and expertise to provide front-line counseling to our clients about their personal insurance coverage that is geared to their unique needs and exposures.

What You'll Do

• Provide exceptional day-to-day customer service to clients while handling the client file activities to maintain retention targets
• Issue policies and changes on various insurer online portals; maintain professional and collaborative relationships with key underwriters
• Review and process renewals, endorsements, and midterm changes; rewriting/remarketing where necessary to enhance the client experience
• Contributing to premium growth targets by upselling appropriate coverages and referring business to other lines where applicable
• Stay up to date with insurer partner products, offerings, and market intelligence
• Correspond with clients through a variety of methods through our telephony system, including live chat, email and phone communication

What You Bring

• RIBO License (Registered Insurance Brokers of Ontario) in good standing required; AB Gen 1 or another provincial license an asset
• Typically, more than 3 years of industry and/or personal lines experience - preferably with broad market portal experience (Aviva, Economical, Intact, etc.)
• High level of adaptability and flexibility in a fast-paced environment while utilizing various methods of communication
• Previous experience in a Contact Centre environment and/or digital role (chat, email) is an asset
• Excellent technical aptitude skills are expected including fluency in broker management systems - EPIC, ARS and RingCentral fluency are an asset
• Proven critical thinking skills with the ability to analyze and solve problems effectively
• Ability to drive strong customer retention by providing a world-class customer experience
• Exceptional quotation skills for cross-selling, upselling and remarketing
• Ability to quickly learn the NFP business model and value proposition
• Ability to work collaboratively with others, both in person and virtually
• Strong written communication and typing skills
• The ability to communicate clearly and explain complex concepts in both official languages (French and English) is an asset
• Professional insurance designation is a plus (such as CAIB, CIP, CRM, etc.)

Who We Are

NFP, an Aon company, is a multiple Best Places to Work award winner in Business Insurance who has also earned the 5-Star Diversity, Equity and Inclusion (DEI) award from Insurance Business magazine and the WORK180 employer endorsement. We are an organization of consultative advisors and problem solvers. We help companies and individuals around the globe address their most significant risk, workforce, wealth management and retirement challenges through custom solutions and a people-first approach.

Our personal commitment to our team and our clients have created long-lasting and successful relationships across our growing 300+ Canadian, U.K, and U.S. office locations.

 

What's In It For You

NFP's PeopleFirst culture offers a multitude of benefits to employees and is a great place to call home.

• A hybrid environment approach that keeps the best interests of our staff and our clients in mind
• Annual bonus plan for all employees
• Matching RRSP plan of 5% of salary
• Referral Commission Plan
• Generous benefits plan including Health Care Spending Account starting on the first day of employment
• Full support for continuing education & internal opportunities to grow as an insurance professional to advance career
• Reimbursement of license fees and professional membership dues
• A global team of industry leaders focused on employee retention, client growth, industry innovation and collaboration

Our employees are the foundation of our success.

NFP, an Aon company is a big company - a growing, inclusive team of individuals supporting each other's passions and engaging with the community.

Building a diverse, collaborative and innovative team requires leadership, deliberate action, and ongoing measurement. We actively support the well-being of our employees with benefits and programs driven by recognition, community, financial wellness tools, development and inclusion, fostering personal and professional growth that keeps us moving forward.

Beyond our office walls, we're dedicated to serving the community around us. Every day we make proactive choices to take care of the communities in which we live and work. We contribute to different organizations, including Women in Insurance Cancer Crusade (WICC), Food Banks Canada, First Assist and many more. From charity drives and community service outings to other company-sponsored events, our employees donate their time and raise funds on behalf of great causes across the country.

Our business is built on the personal level. Whether it's in our offices, on a call, out in the field or anywhere you can find us in the world, we're starting the conversations that create a more secure future for everyone. We are committed to creating an environment where everyone feels valued, respected and empowered to contribute. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Accommodations are available on request for candidates taking part in all aspects of the selection process.

Artificial Intelligence Disclosure: A.I. is not being used to screen, assess, or select applicants for the position.

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Employment Type: FULL_TIME