Commercial Lines CSR Team Lead

Commercial Lines CSR Team Lead

Internal Job Posting

LOCATION: Hamilton Simcoe or St. Catharines office. Travel to other offices is required.

Morison Insurance is currently seeking a Team Lead for our Commercial Lines Customer Service Representative team!

Position Responsibilities The Commercial Lines CSR Team Lead will complete regular duties of a CSR and provide day-to-day guidance to the CSR team to ensure our Commercial Lines Client Account Managers and clients are supported in a timely and accurate fashion.

• Accountable for a group of Account Managers (Regular CSR duties)
  • Certificate of Insurance processing
  • Policy endorsements and invoicing
  • New business setup and processing
  • Cancellations and renewals
  • Abeyance system maintenance and accuracy
  • Renewal list management for Account Managers
  • Driver report ordering and processing
  • Other duties as required
• Audit CSR activities across assigned Account Manager books (including but not limited to):
  • Certificate of Insurance processing
  • Policy endorsements and invoicing
  • New business setup and processing
  • Cancellations and renewals
  • Abeyance system maintenance and accuracy
  • Renewal list management for Account Managers
  • Driver report ordering and processing
    
• Epic account setup and maintenance
• Communication and feedback with CL Managers on process improvements
• Work with CSR Manager to communicate process updates/changes; results from audits
• Actively monitor CSR workload distribution across Account Manager assignments
• Involvement in Company Audits
• Ongoing Epic Optimization Assessment
• Support CSRs with their assigned Account Manager books as needed
• Provide training and mentoring to CSR team members as required
• Serve as an escalation point for complex processing issues and client inquiries
• Maintain expert knowledge of commercial insurance products and processing requirements
• Create a teamwork and client service-oriented environment.
• All other duties as required

Skills You Will Need To Succeed

• A Registered Insurance Broker License (RIBO) is required
• Minimum 2-5 years of experience in a Commercial Lines Customer Service role
• Strong knowledge of commercial insurance processing including certificates endorsements and renewals
• Demonstrated teamwork skills and ability to collaborate across departments
• Solution-oriented approach to problem solving
• Demonstrated accountability and ability to take ownership
• Innovative and creative thinking
• Solid understanding of abeyance systems and renewal management processes
• Strong organizational and time management skills are imperative in this role
• Ability to meet deadlines and targets consistently while guiding others
• Proficient in Applied Epic and commercial insurance processing workflows
• Experience with driver report ordering and Epic account setup
• Excellent written and verbal communication skills in English
• Ability to train and mentor team members effectively
• Additional industry designations such as CAIB CIP or CISR are considered an asset
• Consistently demonstrates the values of Morison Insurance

Values We Live By

• Go Beyond - Be exceptional shine brightly
• Evolve - Think outside the box
• Own It - Empowered to deliver
• Our Promise - Do the right thing
• Unified - Together as one

What We Offer

• Competitive salary
• RRSP Matching Plan
• Group Benefits Plan (health dental vision)
• Employee Assistance Program
• 4-weeks of vacation
• Paid personal days and extra days off at Christmas
• Monday to Friday work schedule 8:30 am - 4:30pm
• Growing insurance brokerage with access to many markets
• Continuing Education
• Modern offices and technology that supports teamwork skills development and collaboration
• Our offices close early on Fridays of long weekends from May to October
• Full commission on employee home and auto policies

Accommodations Morison Insurance prides itself on being an equal opportunity employer. Disability-related accommodations are available by request during any/all stages of the application process. If you have any special requirements please advise the interviewer during the recruitment and selection process. For more information regarding disability-related accommodation please email