Team Lead, Client Service Centre, Personal Insurance

Who We Are

We are BC’s largest Insurance Broker and looking for individuals to grow with us! A career at HUB means your career opportunities are endless. From auto, personal or commercial lines, claims, employee benefits, administration, to becoming a full-time producer or account manager, we have a role for you. Our culture is renowned within the industry, and we value our people.  Helping our clients protect what matters most is crucial to who we are, and we are on the lookout for those who share the same passion. 
 

What We’re Looking For

Reporting to the Manager of Personal Lines for our Client Service Centre, the Team Lead will support the team by promoting a strong sales and service culture through cultivating strong client relationships, understanding their needs, and proactively identifying opportunities to cross-sell insurance solutions, ensuring comprehensive coverage and exceptional service. They will be part of the training and development of the team to ensure an appropriate level of product, process and customer service understanding.

Our Burnaby Still Creek head office location is centrally located in the Willingdon Business Park near Brentwood Town Centre. This location is easily accessible by the Gilmore sky train station with many shops, restaurants and other amenities nearby.

This role requires availability on Monday to Saturdays. The current contact center business hours are Monday to Thursday, 8:00 AM to 6:00 PM, Friday 8:00 AM to 5:00 PM and Saturday 9:00 to 5:00 PM.

Requirements

• Level 2 General Insurance License
• Minimum 2-year experience in personal lines insurance
• Demonstrated abilities in providing exceptional client service
• Demonstrated leadership and teamwork abilities
• Excellent Insurance Product knowledge
• Self-motivated, able to work independently, good judgment
• Proficiency in Microsoft Word, Excel, PowerPoint, and Outlook
• Effective communication skills
• Strong organizational skills with a sharp attention to detail and accuracy

Asset experience that will make you stand out:

• Completion of industry-related designation (CAIB, CIP, CRM) is an asset
• Excellent knowledge of EPIC, Applied Rating Services, Applied ITV, Applied Ez ITV and various insurance carrier portals is an asset.

• Auto Insurance experience and knowledge are an asset

A Day in the Life

• Promote and reinforce departmental goals, objectives and targets
• Serve as the subject matter expert by supporting the team, being scheduled to regularly handling client calls and enquiries, assisting with service level challenges, and maintaining a strong knowledge of industry and career developments.
• Conduct quality reviews of transactions and calls to measure compliance with standards, policies, and procedures; reinforce contact center best practices and work in collaboration with the Manager to provide guidance on performance improvement while recognizing positive results
• Be the team’s subject matter expert, provide day to day training and support
• Identify opportunities for business process improvements and operational efficiencies
• Support in the development of business change, communications, and engagement plans; collaborate on the execution of such plans to ensure deliverables are achieved
• Proactively handle and resolve client escalations or concerns
• Monitoring volume of work and ensure there is appropriate coverage, assist with scheduling when required
• Provide insights and support team member performance to ensure meeting and exceeding departmental KPIs

Where This Can Take You

We invest in our employees! We offer hands-on coaching and mentorship, alongside extensive sales training to ensure you succeed, today and tomorrow. Your journey with HUB can open doors to a diverse, rewarding career within the insurance industry and beyond!

What We Offer

• Competitive compensation
• Company matching RRSP contributions
• Tuition financing and career-related training and development
• Customizable flexible benefits options for you and your family
• Mental and physical wellness initiatives
• A positive, collaborative and team-oriented environment
• Ongoing personal and career development

If this sounds like a place you want to be or want to talk to us about the role and opportunities, contact us/apply now.

The expected salary range for this position is $50,000 - $70,000 and will be impacted by factors such as the successful candidate’s skills, experience and working location, as well as the specific position’s business line, scope and level. HUB International is proud to offer comprehensive benefit and total compensation packages which could include extended health benefits, disability insurance, RRSP matching, paid-time-off benefits, and eligible bonuses, and commissions for some positions.
 

Our Culture Starts with You

• We are looking for SELF-STARTERS with an ENTREPRENEURIAL mindset who will take OWNERSHIP of their business
• We want you to be INNOVATIVE and open to sharing your ideas
• You work with URGENCY while providing a high level of PROFESSIONAL SERVICE towards our customers, communities, & colleagues.
• You are a TEAM PLAYER who positively impact those around them; We MOTIVATE each other to GROW TOGETHER
• You work with a high degree of INTEGRITY and ACCOUNTABILITY

If this sounds like a place you want to be or want to talk to us about the role and opportunities, contact us or apply now. To find associated positions at our HUB simply search myHUBbc as a keyword in the search bar on our careers page!

Department Account Management & Service

Required Experience: 2-5 years of relevant experience

Required Travel: No Travel Required

Required Education: High school or equivalent