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7 Feb 2024

Full-Time Client Experience Team Lead

Insurance Talent Group – Posted by Elaine Kinsella Markham, Ontario, Canada

Job Description

  • Competitive retirement savings plans
  • Health & Dental, Life and Disability, and Group Retirement Planning
  • Employee Stock Purchase Plan

Client Experience Enablement Specialist – Personal Lines
Markham, Ontario

Our client is looking for a leader for their Digital Personal Lines Inside Sales team.  The successful candidate will be responsible for training new and existing hires using their leadership experience to shape the future of their Personal Lines Sales Department.

If you’re ready to take on this dynamic role and be part of a thriving team, we want to hear from you! Your expertise will help our clients continue delivering exceptional client experiences.

What They Offer:

  • • Competitive retirement savings plans
    • Health & Dental, Life and Disability, and Group Retirement Planning
    • Employee Assistance Program (EAP)
    • Employee Discount Program
    • Employee Stock Purchase Plan
    • Continuous training and career development

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 regularly 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:

  • BMS (Epic) workflow Subject Matter Expert to assist with software integrations, training and maintenance.
  • Manage employee setup and carrier access ensuring sales tools are available on time.
  • Level 1 broker technology troubleshooting (Example: TAM/Epic, ARS, CRM, hardware, telephony, MS Office).
  • Determine if technology troubleshooting request requires triaging/tracking with IT service or if technical training is required.

Sales Process:

  • Assist with inbound/outbound Personal Lines sales production as part of workflow testing.
  • Motivate and inspire the sales team to deliver “Best-in-class” customer experience.
  • Support ad hoc sales and retention campaigns with training and monitoring.
  • Make recommendations to management on operational efficiency and lead change with 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 of personal lines digital sales experience
  • Call centre (telephony and CRM) technical skills
  • Must have a RIBO license in good standing
  • Experienced user with Applied products
  • Strong track record of influencing and leading a highly engaged team
  • Strong communication skills (verbal, written and presentation)
  • Strong team player and collaborator
  • Analytical and problem-solving abilities; develop optimal solutions that maximize organizational performance
  • Proficient knowledge of Microsoft Office 365 products, including but not limited to SharePoint, Dynamics, Outlook, Word and Excel. Able to create and edit pivot tables, charts, spreadsheets, etc.

How to Apply

To apply for this role or to see other opportunities: Text 647-282-6158, 

Job Categories: Account Manager. Job Types: Full-Time. Job Tags: personal lines, ribo, and Team Leader. Salaries: Negotiable.

Job expires in 10 days.

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