Client Services Representative

Job summary

Respond to client inquiries and process insurance service requests, including correspondence, certificates, endorsements, invoices, policy updates, and claims-related documentation. Maintain accurate records and files, support team operations, follow company procedures, and help prevent errors and omissions.

Job details

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

What you’ll do

Respond to client inquiries and process insurance service requests, including correspondence, certificates, endorsements, invoices, policy updates, and claims-related documentation. Maintain accurate records and files, support team operations, follow company procedures, and help prevent errors and omissions.

Requirements

The role requires 1–2 years of experience in an insurance or professional business environment and 1–2 years in a team-based customer service position. Candidates should have experience with The Agency Manager, Microsoft Office, Compu Quote, or comparable systems, and be working toward or hold a Level 1 or Level 2 insurance agent license or C.I.P. designation.

Benefits

• Health And Wellness Coverage
• Career Advancement Opportunities
• Mentorship And Leadership Training
• Education Support
• Licensing And Training Grants
• Flexible Work Environment

Listed skills

• Customer service · Preferred
• Teamwork · Preferred
• Microsoft Office · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Client Service
• Written And Verbal Communication
• Insurance Policy Administration
• Certificate Processing
• Invoice Preparation
• Recordkeeping
• File Management
• Data Accuracy
• Teamwork
• Microsoft Office
• The Agency Manager
• APF Finance
• ISNetWorld
• Error And Omission Prevention

Job areas

• Customer Service & Support
• Finance & Accounting
• Administrative

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