Insurance Advisor

Sonnet is part of Definity, which includes some of Canada’s most long-standing and innovative insurance brands, including Economical Insurance, Sonnet Insurance, Family Insurance Solutions, and Petline Insurance. Our ambition is to be one of Canada’s leading and most innovative property and casualty insurers. We can’t do that without our people, so we embrace and encourage a culture that’s collaborative, ambitious, rewarding, and empowering.

We offer a flexible, hybrid work experience where employees work from the office and virtually depending on the type of work they are doing and who they are working with. Bring your true self and be a part of our journey. It’s better here.

The Opportunity

As a licensed Insurance Advisor, you will be accountable for delivering guidance, expert advice and superior customer service when assisting customers with their insurance needs.

You will provide education and navigation support to customers guiding them on how to quote and make changes to their policy within our digital site. You will issue transactions that are not enabled by customer self-service functionality as well review and approve profitable underwriting decisions in accordance with underwriting guidelines and authority.

Upon acknowledgement that a scenario requires further escalation, you will proceed with referral to the appropriate team/authority levels, ensuring you have gathered all pertinent information, and have supported your referral with a well-documented business case, including your recommendation and proposed terms.

What To Expect

Customer Inquiries

• Handles incoming customer inquiries relating to products, billing, coverages, etc. via phone, chat or email.
• Supports customers as they navigate our digital site, providing guidance and real time instruction as required.
• Conduct policy reviews with customers, ensuring coverages meet their needs. Advise and educate customers, ensuring they leave the interaction fully informed, supporting first call resolution.
• Recommend and cross-sell multiline products, and implement value-based retention solutions with customers wanting to cancel their policy.
• Actively engage with potential new customers by building relationships, cross-selling, quote and bind guidance, and identifying savings opportunities.
• Work with other departments, as required to respond to client issues quickly and efficiently. To support customer retention and loyalty, you will leverage various techniques and strategies to support these interactions.
  
  
  

Transaction Processing and Underwriting Decision Making:

• Review and process inquiries and transactions within your authority, ensuring compliance with underwriting standards.
• Approve profitable underwriting exceptions, ensuring decisions are fully documented with a sound business case.
  
  
  

Key Performance Indicators

• Meet our quality assurance requirements, such as follow-up calls and survey feedback to our customers.
• Achieve our productivity and efficiency targets, to ensure that our customer interactions are answered in a timely manner.
  
  
  

What You Bring To The Role

• University Degree/College Diploma or equivalent experience
• Preference given to candidates with Insurance/Underwriting experience (OTL or RIBO license is an asset)
• Willingness to meet your license requirements, through continuing education or CIP courses.
• Ability to consistently meet performance objectives, and key performance indicators
• Previous experience working in an inbound call center would be considered a bonus. It would be considered a plus if you have experience supporting an online, digital company.
• We use computers and other technology to do our jobs. You must be comfortable with various forms of technology and be web-savvy.
• Knowledge of Guidewire, Salesforce and Five9 applications is an asset.
• Ability to shift and pivot as the business requires.
• Strong written and verbal communication skills
• Skilled at de-escalating customer’s concerns and problem solving to reach a resolution.
  
  
  

What are our Hours of Operation?

Sonnet Digital Contact Centre hours of operation are Monday to Friday, 8 a.m. to 6 p.m. All applicants must be able to work shifts during these hours. The hours are subject to change in future if the business needs change.

High degree of proficiency with English required to service customers, both internal to the company and external, across Canada.

Salary Range: $43,700 - $80,500