Client Services Representative

CMB is a place where driven professionals come to build meaningful careers in a vital and evolving industry. We foster a values-based culture that emphasizes collaboration, continuous learning, and personal growth. With structured development programs, clear advancement opportunities, and a strong commitment to internal talent, CMB empowers its team members to thrive and make a lasting impact.

What do we offer?

1. Competitive & Unique Compensation Structures – Designed to reward performance and support long-term career growth.
2. Growth Opportunities – Clear paths for advancement and internal promotions.
3. Benefits Active Day One – Enjoy full health and wellness coverage from your first day.
4. Award-Winning Employer – Recognized as a Top Insurance Employer four years in a row.
5. Supportive Culture – A values-driven workplace that prioritizes collaboration and respect.
6. Mentorship & Leadership Training – Structured development for those with leadership aspirations.
7. Education Support – Licensing, training, and course grants to help you grow professionally.
8. Industry Stability – Be part of an essential and resilient sector with long-term demand.
9. Modern Work Environment – Tools, tech, and flexibility to help you do your best work.

As a Client Service Representative (CSR), you will report directly to your Service Supervisor and contribute to 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 company processes and 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, claims requests and notice of loss as determined.
• Coordinate and prepare certificate requests such as mortgagee requests, lessor, loss payable, additional insureds, CSIO, ISNetWorld.
• Update Epic 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.
• Epic – 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, envelopes, prepare all courier waybills, 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
• Be familiar with and support the Entrepreneur Operating System (EOS)

KNOWLEDGE AND EXPERIENCE

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

EDUCATION REQUIREMENTS

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