Insurance Representative, Service Experience

Definity Insurance Company • Toronto, ON

12d • CA$45,000 - CA$82,100 • Hybrid

About The Position

The Insurance Representative, Service Experience, is accountable for delivering superior customer experience when assisting customers with general inquiries relating to products, billing, policy details and facilitating simple policy management changes while also providing self-serve digital navigation and insurance advice. The role applies to foundational insurance knowledge and billing expertise to deliver efficient, accurate, and customer-centric service, through multiple channels for home, auto and UBI products, supporting operational excellence and regulatory compliance in a digitally enabled environment. They are high-performing, customer-centric professionals who demonstrate empathy, transparency, and compliance with regulatory guidelines for fair treatment of customers. Operating within Sonnet’s Digital Contact Centre, the Agent contributes to a collaborative, innovative culture focused on team and individual success. Reporting to the Team Leader, Policy Management and Billing, the Service Experience advisor partners cross-functionally to address risk, compliance, and process improvement opportunities.

Requirements

• Deep knowledge of Canadian personal lines insurance home and auto coverages, endorsements, and industry best practices.
• Exceptional communication skills, with mastery in objection handling and closing techniques.
• Tech-savvy proficiency with CRMs and contact center platforms (e.g., Salesforce, Guidewire, Five9, Medallia).
• Solid understanding of provincial insurance regulations, licensing, and compliance requirements.
• Experience interpreting performance metrics and applying required behaviors to achieve KPIs.
• Digital fluency and adaptability to evolving technologies and retention processes.
• Adaptable, resilient, and able to excel in a fast-paced, high-volume contact center that champions innovation and continuous improvement.
• Education: College diploma or university degree in business, insurance, or a related field.
• Experience: 2–4 years in property and auto insurance.
• Contact center experience is a strong asset.
• Licensing: For Ontario: Active OTL/RIBO license is required.
• High degree of proficiency with English required to service customers, both internal to the company and external, across Canada.

Responsibilities

• Address customer questions related to billing (payments, adjustments, account reconciliations) and policy management (i.e. address changes).
• Support customers by providing guidance as they navigate the Sonnet digital site leveraging co-browse tools to enrich the customer experience.
• Provide accurate, timely, and empathetic service to customers across digital and voice channels within defined authority limits.
• Collaborate with cross-functional teams to resolve issues impacting customer experience, sales, and retention.
• Respond to policy interactions through multiple channels for general inquiries relating to products, billing, policy information etc. questions and clarification, providing guidance, and insurance advice.
• Apply regulatory and compliance knowledge to all policy management activities.
• Proactively look for multiline / cross-selling opportunities on existing business.
• Leverage technology like CRM, telephone, quoting tools, and contact center AI to deliver seamless experiences and achieve first-contact resolution.
• Support customers by providing guidance as they navigate the Sonnet digital site leveraging co-browse tools to enrich the customer experience
• Approve low risk policy and billing exceptions initiated by customers within underwriting appetite and authority and document business cases to support decisions in Salesforce/Guidewire.

Benefits

• Hybrid work schedule for most roles
• Company share ownership program
• Incentive Program - Eligible employees may participate in various incentive plans which are paid out at the discretion of the company and subject to individual and company performance.
• Pension and savings programs, with company-matched RRSP contributions
• Paid volunteer days and company matching on charitable donations
• Educational resources, tuition assistance, and paid time off to study for exams
• Focus on inclusion with employee groups, support for gender affirmation surgery, access to BIPOC counsellors, access to programs for working parents
• Wellness and recognition programs
• Discounts on products and services

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree