At Navacord, we are committed to protecting what our clients love and delivering exceptional experiences that foster lasting relationships. As a Contact Centre Advisor, Auto Insurance, you will be an integral part of our dynamic team of insurance professionals. This role offers the opportunity to utilize your expertise to understand clients' unique needs, tailor comprehensive insurance solutions, and make a remarkable first impression with every interaction. Operating primarily in a contact centre environment, this role focuses on inbound and outbound client interactions via phone, email, and digital platforms. This is an on-site position based at our branch location.
RESPONSIBILITIES:
Client engagement
- Engage with both new and returning clients through consultative in-person or phone interactions, driven by a deep passion for understanding their needs and building lasting trust.
- Conduct thorough reviews of clients' current coverages, offering educated recommendations for Navacord’s relevant products and services to ensure comprehensive protection.
- Provide seamless support via multiple channels (phone, email) while ensuring a high standard of service and professionalism.
- Offer thorough reviews of insurance policies at the time of renewal or issuance to ensure clients are fully aware of their coverage and any potential gaps.
Insurance processing
- Process renewals, endorsements, and cancellations for ICBC and optional in-house auto insurance with meticulous attention to detail.
- Assess product terms, conditions, coverages, limits, and exclusions, utilizing your expertise to provide clients with tailored insurance solutions.
- Utilize in-house CRM systems to maintain accurate client information and insurance policy details, ensuring the highest standards of accuracy and confidentiality.
- Navigate multiple systems and applications simultaneously while managing client inquiries efficiently.
Sales
- Meet and exceed sales, business-building, and retention targets, employing strong sales techniques while upholding Navacord's values and standards.
- Process payments and follow up on outstanding balances, demonstrating a commitment to exceptional customer care and financial accuracy.
- Identify cross-sell and upsell opportunities during client conversations, contributing to business growth and client satisfaction.
Collaboration & continuous learning
- Foster a collaborative environment by building positive rapport with colleagues and the public, recognizing the value of teamwork and mutual support.
- Oversee the distribution of plates, permits, and debit/credit receipts, ensuring meticulous record-keeping and precise accounting.
- Continuously develop and sustain a strong working knowledge of ICBC products, private auto insurance manuals, best practices, standards, and systems.
- Maintain high processing standards for storage, retrieval, and confidentiality of clients' information, ensuring accuracy and protection.
- Support team performance goals by actively participating in team meetings, coaching sessions, and performance reviews.
Additional duties and responsibilities may be added during the course of employment.
Requirements:
- Level 1 license required.
- Refined interpersonal and communication skills, with the ability to connect deeply with clients and foster trust, driven by a passion for delivering exceptional experiences.
- Excellent written and verbal communication skills, ensuring clear, concise interactions with clients and colleagues.
- Previous sales experience is highly valued, highlighting your ability to meet goals and deadlines while delivering outstanding customer service with a resourceful approach.
- Ability to thrive in a fast-paced, contact centre environment with strong multitasking and time management skills.
- Proficient with technology especially with MS excel, MS word and comfortable learning new digital tools and software applications.
Navacord is actively committed to supporting diversity, equity, and inclusion. We serve and recognize and respect human differences and similarities. We value the diversity of people and actively encourage women, indigenous peoples, members of visible minorities, people with disabilities, and lesbian, gay, bisexual, transgender, and queer (LGBTQ2+) persons to apply.
The hourly range for this role is $20.00 per hour plus commissions. Compensation is determined by a combination of factors including a candidate’s experience, job-specific knowledge, and skills. Internal equity to ensure fairness across the organization and region/location is also considered.
Pay: From $20.00 per hour
Work Location: In person
