Role overview

As a Client Service Representative (CSR) you will report directly to your Account Manager and contribute in the servicing of client requests. Specific duties that a CSR would be expected to perform are as follows:
Client Service

Focus on client service including timely response to telephone, email and fax/written enquiries by creating expectations and timelines for work completion with a proactive service approach.
Ensure the proper and appropriate use of procedures, including brand maintenance, as designated by the Processing Department when performing the tasks below:
Prepare correspondence, pink cards, endorsement requests, client record books, schedules, finance contracts, invoices, cover notes and cancellation requests, as determined.
Coordinate and prepare certificate requests such as mortgagee requests, lessor, loss payable, additional insured’s, CSIO, ISNetWorld.
Update TAM and assist with all schedules & new business submissions as required.
Create accurate invoices for endorsements, renewals, policy audits, memos, binder bills and financing.
Maintain, update and organize computer and paper files utilized by the department.
TAM – keeping policy information updated and accurate; creating appropriate abeyances; completing all abeyances as requested.
Mail – incoming mail (Canada Post, ICS and Courier) sorted, time stamped and processed into the system.
Mail – outgoing; letters, envelops, prepare all courier way bills, accurate mailing labels and appropriate postage.
Scanning & Filing – Put away all roll cart files and drop filing.
Light office duties as assigned.
Other duties that may be assigned.

Team Support

Report any problems on potential lost accounts before occurrence to the Team Lead [Business Service Specialist]
Take all steps to avoid Errors & Omissions, and report any potential E&O to the [Business Service Specialist]
Attend and participate in Team meetings, general staff meetings and company functions

Office Support

Abide by and adhere to the policies and procedures as outlined in the CMB Policies & Procedures Manual.
Utilize the Agency Manager, Microsoft Office Suite, APF Finance and ISNet World programs

Knowledge & Experience:

1-2 years of experience with in an insurance environment or professional business environment.
1-2 years of experience with in a team environment in a customer service position.
Experience with The Agency Manager, Microsoft Office Suite, Compu Quote or comparable computer systems.

Educational Requirements:

Working towards, or is currently, Level 1 or Level 2 Licensed Insurance Agent.
Member of, or currently working towards, C.I.P. designation.