Associate, Client Experience

The Associate, Client Experience is responsible for supporting the Manager, Client Experience in various tasks to ensure efficient operations and excellent customer service. Their responsibilities include processing and maintaining accurate and timely policy documentation, managing data integrity, and handling customer inquiries. They also assist in administrative duties and maintain client records to support the Manager in providing exceptional services to clients.

Duties and Responsibilities

• Aid the Manager, Client Experience in day-to-day administrative tasks, such as preparing and sending submissions and client presentations;
• Fosters strong professional relationships with clients, underwriters, and other industry professionals;
• Timely preparation and sending of invoices, following up on outstanding payments, and fulfilling requests for certificates of insurance by the end of each business day;
• Organize and maintain client files including submission information, policy documents, endorsements and critical correspondence;
• Maintain claim logs, and adhere to abeyance procedures for accounts receivables, renewal documents and endorsement documentation;
• Leverage knowledge of available products and lines of business to provide advice and recommendations to clients;
• Complete necessary forms and documentation accurately;
• Understand and apply legislative and regulatory frameworks; and
• Perform other assigned duties as required.

Minimum Requirements

• Bachelor’s Degree in Business, Finance, or a related field;
• Possession of RIBO licence or willingness to obtain one;
• Demonstrated customer-focused mindset with a proven track record of delivering exceptional customer service experience;
• Experience in an administrative role is advantageous;
• Resourcefulness, exceptional time management and strong communication skills;
• Active listening skills and the ability to ask insightful questions;
• Proficiency in asking the right questions and suggesting appropriate courses of action;
• Strong curiosity and commitment to continuous learning; and
• Ability to embody the company’s values of respect, reliability, and engagement.

Key Relationships

• Internal: Executives, Colleagues, Support Staff
• External: Clients, Insurance Companies, Underwriters, Claims, Engineers & Consultants

Working Conditions

• Work on-site in our downtown Toronto office five days a week
• Regular business hours but occasional work in the evenings or outside normal working hours may be required;
• Ability to work on a computer for extended periods;
• Work in a busy, open area office
• Concentration for long hours requiring attention to detail and a high level of accuracy; and
• Adherence to deadlines.