The Manager, Client Experience is responsible for overseeing the delivery of high-quality insurance brokerage services to clients. They serve as the a critical point of contact for clients, managing relationships and ensuring customer satisfaction, while also supporting the sales and marketing efforts of the firm. Possession of RIBO licence is a requirement.
Duties and Responsibilities
Serve as the primary point of contact for clients and markets offering assistance, as needed; Manages and cultivates strong relationships between markets and clients, ensures submissions are complete, accurate, and presented professionally;Highly responsive to client needs, including answering calls and returning messages before the end of each business day, and responding to emails within the next business day;Ensures all data requests from clients and markets are met on time;Prepares quotes and proposals, works with policies with higher limits, number of exposures and customization with minimal supervision;Executes the market strategy, negotiates insurance terms, solicits options, and suggests alternative structures;Supports and assists in the advancement of the Associate, Client Experience;Organizes and maintains a calendar of renewals, expiries,Oversees billings and payment collections to ensure they are received by the deadlines;Completes additional sales, negotiation, or prospecting skills training to improve on the job performance; Follows regulatory affairs, competitive market, and legal frameworks to ensure the company operates in compliance with regulations and laws;Meets or exceeds regulatory requirements for continuing education, and ensures all licenses are in good standing, and successfully renewed in order to transact business;Mitigates or controls potential risks effectively, protecting the company from harm; andOther duties as assigned.
Minimum Requirements
Bachelor’s Degree in Business Management, Accounting or a related field; Possession of RIBO licence;Minimum Three (3) years’ of broking experience;Completed or actively pursuing the CIP designation;Sales-oriented mindset;Ability to work collaboratively in a team environment;Strong interpersonal skills to influence others without authority;Demonstrated ethical decision-making abilities;Effective at building and maintaining relationships; andProficient conflict resolution and management abilities.
Key Relationships
Internal: Executive, Collleagues, Support StaffExternal: Clients, Insurance Companies, Underwriters, Claims, Engineers & Consultants
Working Conditions
Work on-site in our downtown Toronto office five days a weekConnect and network with key contacts at industry functions;Work normal business hours but may be required to do some work in the evenings or outside normal working hours;Able to work on a computer for long periods of time;Required to work in a busy, open area office;Required to spend long hours concentrating which will require attention to detail and high levels of accuracy; andRequired to meet a number of deadlines.
