Inside Service Agent

Accountabilities:

• • Respond professionally and efficiently to customer inquiries regarding insurance policies, coverage, billing, renewals, and account changes.
  • Provide personalized guidance and act as a trusted advisor by helping customers understand their insurance options and available features.
  • Apply relevant insurance policies, procedures, and underwriting guidelines accurately within the province where you are licensed.
  • Manage policy renewals and customer-requested changes while maintaining accuracy and a high standard of service.
  • Promote customer loyalty through attentive service, relationship building, and proactive support during policy reviews and updates.
  • Identify opportunities to upsell and cross-sell applicable auto and property insurance products in accordance with underwriting guidelines.
  • Respond to online service requests and other customer communications as required.
  • Handle First Notice of Loss (FNOL) calls by gathering and documenting loss information accurately in the claims system.
  • Complete required FNOL tasks and ensure claims are appropriately transferred or assigned to a Claims Advisor.
  • Maintain strong attention to detail and customer data accuracy throughout every interaction.
  • Meet or exceed established performance, service quality, productivity, and attendance expectations.
  • Contribute to a positive customer experience by demonstrating professionalism, empathy, responsiveness, and sound judgment.

  Requirements:

  • Post-secondary education or equivalent relevant work experience.
  • 1–3 years of customer service experience.
  • OTL or General Level 1 Insurance License, or willingness to obtain the appropriate license for the province of residence.
  • Strong English communication skills, including the ability to speak, read, and write professionally.
  • Strong interpersonal and relationship-building abilities with a customer-focused approach.
  • Excellent communication skills and the ability to explain insurance information clearly and confidently.
  • Proficiency with computers and Microsoft Office applications.
  • Strong attention to detail, organization, and customer data management skills.
  • Ability to work independently in a fully remote environment while maintaining productivity and service standards.
  • A dedicated, professional home workspace suitable for remote work.
  • Availability to work rotating schedules covering all operating hours, including evenings between Monday and Friday, 7:00 AM and 8:00 PM EST.
  • Ability to balance customer service with sales, policy administration, and performance objectives.
  • Call centre and previous insurance experience are considered assets.
  • Strong consumer protection, customer insight, stakeholder relationship management, and problem-solving skills.

  Benefits:

  • Fully remote, home-based work arrangement.
  • Competitive annual compensation ranging from CAD $47,800 to $73,000, depending on skills and experience.
  • Flexible work arrangements.
  • Employee discounts, including 15% on auto and property insurance plus discounts on other products and services.
  • Good Office Program with reimbursement of up to $400 toward eligible home office equipment.
  • Student loan payment matching program for eligible government student loans.
  • Comprehensive retirement savings program with employer-matched contributions.
  • Annual wellness allowance supporting health and wellbeing.
  • Personal reflection day.
  • Tuition reimbursement.
  • Opportunities to participate in community initiatives, charitable partnerships, giving, and volunteer activities.
  • Workplace accommodation support for candidates who require it.