Customer Service Representative

Our client is a 155-year-old company providing Home, Auto, Commercial and Farm Insurance to its valued members. Primarily servicing the Haldimand & Niagara region. They strive to provide an excellent customer experience in a rapidly changing insurance environment.

Role Description:

We are seeking a licensed (OTL or RIBO) insurance professional in a new customer-facing role based in our Dunnville office. This position is designed to strengthen service support for our Sales team while helping us continue to deliver the personalized, relationship-driven experience our members value.

We believe excellent service goes beyond answering questions. We want our members to understand the coverage they are buying, feel supported when they contact us, and know they are dealing with a team that genuinely cares about protecting their future. This role is ideal for an insurance professional who enjoys building trust, assisting clients with day-to-day policy needs, and contributing to a positive and professional office experience.

The successful candidate will work closely with members, colleagues, and business partners to provide timely service, policy support, coverage guidance, and administrative assistance. This role requires strong interpersonal skills, sound judgment, attention to detail, and the ability to manage responsibilities independently in a service-oriented environment.

Responsibilities include but are not limited to:

• Provide exceptional day-to-day service to members in person, by phone, and through written communication
• Welcome clients to the office and create a positive, professional, and helpful customer experience
• Assist clients with policy inquiries, changes, endorsements, renewals, billing-related questions, and general coverage explanations
• Help members better understand their insurance coverage and identify solutions that support their needs
• Process policy updates accurately and in a timely manner while maintaining strong attention to detail
• Work collaboratively with internal departments and external partners to ensure service requests are handled efficiently
• Support inspection follow-up, documentation review, and other service-related administrative tasks as needed
• Maintain accurate notes, records, and follow-up activities within company systems
• Adapt to evolving workflows, company procedures, and regulatory or service expectations as required
• Contribute to a team environment focused on service excellence, responsiveness, and continuous improvement
• Other duties as required 

Qualifications:

• 3+ years experience in Personal lines Account management/service experience
• Valid Other-Than-Life License (or RIBO)
• Strong written and verbal communication skills
• Friendly and pleasant demeanor
• Highly organized and disciplined to manage workload primarily independently
• Skilled at defusing high-tension situations
• Experience with Microsoft Office 365 and Dynamics 365 would be beneficial
• Ontario College Diploma in Insurance considered an asset
• Valid Ontario’s driver’s license.

Our Mission

t’s about being the best we can be at the worst of times for our members. It’s to hold onto and provide a level of service that we know people appreciate. It’s not just an insurance policy, it’s protecting your member’s future.

Benefits:

-Health & Dental benefits

-Group RSP

-Serene commute

-Learning oriented environment

-Educational Assistance