Customer Service Representative

Policy Advisor Brokerage (PAB) Inc. | Full time

is an exciting, early‑stage, insurtech startup that is transforming the way Canadians buy insurance. We’ve built a brand‑new digital insurance platform that offers a simple, intuitive alternative to the archaic, offline distribution model used by most of Canada's insurance industry.

is an exciting, early‑stage, insurtech startup that is transforming the way Canadians buy insurance. We’ve built a brand‑new digital insurance platform that offers a simple, intuitive alternative to the archaic, offline distribution model used by most of Canada's insurance industry.

Are you ready to help build  and get more Canadians covered? And give an old‑fashioned industry a kick‑start into the digital age? Then look no further.

We are looking for a talented Customer Service and Operations manager interested in a high‑growth role at an early‑stage, well‑funded startup. Our team is small, but growing, so your role matters to us and offers significant growth. You'll participate in the development and ongoing enhancements of Policy Advisor’s customer operations and connect to all business areas (meaning you’ll have a chance to influence sales, customer service, product strategy, and more).

In this position, you will help the Policy Advisor team develop exceptional operational and service standards to support rapidly growing business needs and meet strategic objectives. You will support the team in identifying, quantifying, prioritizing, and delivering the operational changes required to continue to build a sustainable high‑growth business. You’ll work directly with various internal business leaders and external stakeholders.

Key

Skills:

• Excellent quantitative analysis and critical thinking abilities.
• Strong analytical and mathematical skills to assimilate complex information and translate vision and strategic priorities into operational and financial realities.
• Enthusiastic, willing to roll up sleeves and get into details. Eager for the extra mile to better the operations processes.

• Collaborate in the design, development, implementation and management of core business/group processes and operations.
• Assist the brokerage and operations teams in managing escalated client relationships & delivering excellent customer service for clients.
• Work with the brokerage team to provide an exceptional insurance shopping experience for customers, including assistance in quote generation & post‑sales follow‑ups.
• Complete process checks to ensure documentation is up-to-date and valid to ensure accuracy.
• Conduct regular audits of CRM tools and practices based on established guidelines.
• Analyze data and information to provide business insights and recommendations.
• Act as the Subject Matter Expert for insurance procedures and operations.

Ideal background:

• 2‑5 years of operations or customer management experience at a leading financial institution or successful consumer service company. Work experience in an online business will be helpful, although not a requirement.
• Financial services or insurance experience is preferred.
• Strong proficiency with spreadsheets and data tables.
• Problem‑solving skills and a strong desire to take ownership of tasks and processes and a willingness to learn.
• Understanding of risk, regulatory, and compliance requirements.
• Exceptional written and verbal communication; strong collaboration skills.
• Bachelor's degree in Business, Finance or Operations or related fields or equivalent practical experience; MBA is a plus (or enough career experience that degrees aren’t the most interesting thing you’ve accomplished).

• Policy Advisor is a fast‑growing company and presents a great opportunity to assume a leadership role. We expect massive growth over the next few years, which will provide significant opportunities for advancement.
• Competitive base salary.
• Relaxed, collaborative office setting - previously in downtown Toronto, but over Zoom for the foreseeable future. New ideas are encouraged as we continually enhance the insurance‑buying experience and make protection products accessible for all Canadians.