Client Service Manager (Commercial Damage Insurance) - QUEBEC CITY

Job summary

The Client Service Manager will coach and mentor Commercial Insurance Client Service Representatives while ensuring exceptional customer service standards are met. They are also responsible for recruiting, onboarding, and collaborating on special projects requiring technical expertise.

Job details

What it’s like to be a Federated Client Service Manager (Commercial Damage Insurance) - QUEBEC CITY? Reporting to the Underwriting Department and holding all required licenses (AMF), the Client Service Manager will act as a coach and mentor to Commercial Insurance Client Service Representatives. The incumbent will also ensure that every interaction results in an exceptional customer experience and that our service standards promoting excellence and efficiency are consistently upheld. We want your talent! If you are great at: Coach, train, and motivate staff effectively. Maintain exceptional working relationships with clients, Sales staff, and Underwriting personnel. Provide support to the Client Service Representative team (training, coverage guidance, processes, etc.). Collaborate with other Client Service Managers on tasks and special projects requiring advanced technical knowledge and expertise. Recruit and onboard new employees. Maintain and update the Client Service Representative Best Practices document to support team success and continuous improvement. If you have: AMF licence to practice as a Commercial Lines Damage Insurance Agent is required. 5 to 10 years of experience in commercial insurance. 5 to 10 years of experience in a team management role. 5 to 10 years of customer service experience. Excellent written and spoken French, with the ability to interact daily with English-speaking colleagues. CIP and/or FCIP designation obtained or in progress (an asset). We really mean it when we say we put you first. Here are a few ways how: We have a flexible hybrid model that allows you to work from home up to 2 days per week, with added flexibility for when you really need it. We offer competitive salaries and support your financial health through our employee share purchase plan, pension plans, RRSP, discounts on staff insurance, and more! We help you prioritize your well-being from day one through flexible health benefits, early leave days, wellness programs, rewards, and recognition programs. We are invested in helping you grow in your career through education assistance to complete your CIP, FCIP, CRM or other courses desired, internal mobility, Leadership training and mentoring programs. NBFC cares about the community and supports the causes you believe in with donation matching and team volunteer days. Who we are: We’re Federated Insurance. We’ve proudly been serving Canadian businesses for 100 years. We have a reputation for being one of Canada’s leading commercial insurance providers. Our employees are dedicated to focusing on our customers’ unique needs and we go above and beyond to help Canadian businesses have a safer and brighter future. We’re a company of passionate people who put people first. Do you want to join a team that believes in working hard – and having fun at work – all while making a difference? Look no further than Federated. At Federated we embrace and celebrate you and are committed to creating an inclusive workplace for all! No matter who you are or what makes you unique, we welcome you. Please let us know how we can assist or accommodate you during the selection process.

What you’ll do

The Client Service Manager will coach and mentor Commercial Insurance Client Service Representatives while ensuring exceptional customer service standards are met. They are also responsible for recruiting, onboarding, and collaborating on special projects requiring technical expertise.

Requirements

Candidates must hold an AMF license for Commercial Lines Damage Insurance and possess 5 to 10 years of experience in both commercial insurance and team management. Proficiency in French is required, and a CIP or FCIP designation is considered an asset.

Benefits

• Flexible hybrid model
• Employee share purchase plan
• Pension plans
• RRSP
• Discounts on staff insurance
• Flexible health benefits
• Early leave days
• Wellness programs
• Rewards and recognition programs
• Education assistance
• Leadership training
• Mentoring programs
• Donation matching
• Team volunteer days

Listed skills

• Customer service · Preferred
• Recruitment · Preferred
• Training · Preferred
• Communication · Preferred
• Coaching · Preferred
• Process Improvement · Preferred
• Onboarding · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Team management
• Coaching
• Mentoring
• Commercial insurance
• Underwriting
• Customer service
• Recruitment
• Onboarding
• Process improvement
• Technical knowledge
• Staff motivation
• Relationship management
• Training
• Communication
• Hybrid Model
• Workplace Inclusivity
• Service Standards
• Customer Relationship Management
• Customer Service
• Continuous Improvement Process
• English Language
• Fibre Channel Over IP
• Sales
• French Language
• Leadership Development
• Mentorship
• Team Management
• Prioritization

Job areas

• Management & Leadership
• Customer Service & Support
• Finance & Accounting
• Human Resources
• Commercial Insurance Manager
• Customer Service Manager (General)
• Sales and Marketing Managers
• First-Line Supervisors of Office and Administrative Support Workers

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