Job Title: Customer Care Specialist
Location: 505 Hwy 7 #311, Thornhill, ON L3T 7T1
Employment Type: Full-time / Permanent / 5 Days In-office
Salary Range: $45,000 - $65,000
Reason for Vacancy: New position
Who we are:
Established in 2008, My Insurance Broker is a proud family-owned and Canadian-operated brokerage. As one of Ontario's fastest-growing online brokerages, we have forged strong partnerships with Canada's leading insurance companies. With multiple offices across Southern Ontario and a dedicated support center in Richmond Hill, we are committed to delivering superior pricing, comprehensive coverage, and exceptional service to our clients.
About the role:
As a Customer Care Specialist, you will deliver high-quality insurance support by managing inbound/outbound inquiries, process policy changes, and conduct coverage reviews to identify growth opportunities in a call center environment. The successful candidate ensures all activities meet strict service level standards, regulatory requirements, and ethical underwriting guidelines to uphold the company’s reputation for excellence.
What you’ll be doing:
Client Service
- Manage inbound/outbound calls and client inquiries on Home and Auto insurance policies with a focus on one-call resolution and exceptional service.
- Process policy changes, endorsements, and coverage inquiries while adhering to carrier guidelines and internal workflows.
- Conduct comprehensive policy reviews to identify coverage gaps, offer additional products or endorsements, and offer alternative quotes with various carriers to meet client needs.
- Up-sell/cross-sell coverage when presented with the opportunity.
- Maintain accurate records and real-time file documentation in EPIC, ensuring all client conversations and notes are captured.
- Manage and follow up on tasks and emails in a timely manner.
- Monitor and maintain service level standards within the queue.
Underwriting & Compliance
- Uphold MIB’s reputation as a consumer-centric, knowledge-based, insurance provider by ensuring all actions meet regulatory, ethical, and risk management requirements.
- Ensure specific volume and quality requirements and commitments are met.
- Maintain full compliance with all audit, risk management, and regulatory standards, ensuring adherence to legal and ethical policies.
- Perform other duties as required.
What we need you to bring:
- College Diploma, University Degree, or equivalent professional industry experience.
- 1 - 3 years of successful broker experience in a general insurance brokerage (preferred).
- RIBO License in good standing.
- Familiar with Automobile Endorsements.
- Call Centre experience (preferred).
- Previous experience working with company portals and Broker Management System (EPIC) is an asset.
- Proficient in MS Office, specifically Excel, Word, and Outlook.
My Insurance Broker is an equal opportunity employer committed to fostering an inclusive, respectful, and diverse workplace. We are committed to providing accommodation upon request for applicants and employees with disabilities, in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA). If you require accommodation at any stage of our hiring process, please inform us and we will work with you to meet your needs.
Your application will be reviewed by a member of our recruitment team who will carefully assess your qualifications - never AI. We thank all candidates for their interest, however, only those selected for an interview will be contacted.
