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13 Nov 2023

Full-Time Client Experience Enablement Specialist – PL

MeredithH – Posted by MeredithH Markham, ON

Job Description

Are you an engaging Leader with Digital Sales Experience?
Do you enjoy leading, mentoring and developing your team to high performance and organizational success?

If you are The Subject Matter Expert on all things EPIC and are passionate about developing workflows, policies and procedures – I want to speak to you!

Our client in Markham is looking for a Client Experience Enablement Specialist for Personal Lines.  Is that YOU?

Reporting to marketing and working closely with personal lines sales, operations and technology services. This specialist role will train brokers on modern tools and trust-based service to optimize workflows, allowing our sales culture to thrive in a Client Contact Centre focused on relationship building standards.


Broker Training:

Collaborate with department managers to create/design training material on carrier products, industry underwriting, broker technology and broker workflows.

Perform broker knowledge benchmarking on underwriting, carrier products and technology for continuous improvement training.
Review sales and service phone calls on a regular basis and initiate trust-based service training as required.
Maintain a library of industry and carrier updates for training needs and knowledge sharing.
Design and manage trust-based service model training aids, presentations and procedure guides.
Facilitate CX train-the-trainer sessions, 1:1 coaching and large group training.

Sales Systems:

Epic workflow Subject Matter Expert to assist with software integrations, training and maintenance.

Manage employee setup and carrier access ensuring sales tools are available in a timely manner.
Level 1 broker technology troubleshooting (Example: TAM/Epic, ARS, CRM, hardware, telephony, MS Office).
Manage the IT troubleshooting and resolution process
Sales Process:Assist with in/outbound Personal Lines sales production as part of workflow testing.
Motivate and inspire the sales team to deliver Exceptional customer experience.
Support ad hoc sales and retention campaigns with training and monitoring.
Make recommendations to management on operational efficiency utilizing a “hands-on” approach.
Maintain procedure guides, including scripts and workflows as standards for digital workflows.
Maintain CRM data and workflow integrity as a vital lifeline for operational efficiency.


5 years personal lines digital sales experience
Call centre technical skills
RIBO licensed
Proficient on Applied products
Strong track record of influencing and leading a highly engaged team
Strong communication skills
Team player and collaborator
Analytical and problem-solving abilities; develops optimal solutions that maximize organizational performance
Proficient knowledge of Microsoft Office 365 products, including SharePoint, Dynamics, Outlook, Word and Excel. Able to create and edit pivot tables, charts, spreadsheets.

If this is YOU – Let’s Talk!Refer to JOB ID J46861

Text Me – I’ll Text You Back!

How to Apply

Job Categories: Personal Lines. Job Types: Full-Time. Salaries: 80,000 - 100,000.

Job expires in 7 days.

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