Personal Lines Service Team Lead

Join the Leadership Team at Duliban Insurance!

At Duliban Insurance, our values of honesty, integrity, and hard work guide everything we do—from our innovative approach to insurance to our commitment to the communities we serve. We strive for excellence while staying true to our local roots. Duliban Insurance Brokers is an award-winning, third-generation brokerage and a divisional brokerage of The McDougall Insurance Group. Consistently recognized as a top insurance workplace, we are proud of the reputation we've built for both exceptional client service and a strong team culture.

With offices across Niagara and Haldimand, our team is dedicated to helping clients find simple, affordable solutions for their auto, home, business, and farm insurance needs. Become a valued member of the Duliban Dream Team and work alongside dedicated, motivated individuals who are passionate about serving our clients and communities.

Job Title: Personal Lines Service Team Lead

Department: Personal Lines Service

Reports To: Personal Lines Service Manager

Compensation Range: $65,000 - $85,000

Hours of Work: Monday to Friday, 8:30am to 4:30pm (37.5 per week)

Work Location: Grimsby, Ontario, Canada

Position Type: Permanent, Full-Time

Vacancy Status: Existing

The Person al Lines Customer Service Team Lead is responsible for assisting in leading, developing, and supporting the Personal Lines Service team to achieve performance objectives. This position is responsible for coaching, mentoring, and motivating the team to meet or exceed the retention and customer satisfaction goals set forth by the business. The Customer Service Team Lead works closely with the team to achieve and maintain a level of service that exceeds the expectations of our valued clients.

• Lead, coach, mentor, and support a dedicated team of Personal Lines Service Brokers.
• Drive team performance related to client retention and overall client satisfaction
• Oversee day to day in assigned branch office to ensure requests, emails, activities, and administrative tasks are addressed in a timely manner and the office operates smoothly and efficiently.
• Oversee cancellations within the team's assigned portfolio and identify opportunities to support client retention.
• Manage team break and lunch scheduling to ensure appropriate coverage and support throughout the day.
• Handle client escalations and communicate significant concerns, including cancellations, negative reviews, etc. to the Personal Lines Service Manager.
• Conduct regular individual and team touchpoints to provide guidance, address concerns, and support ongoing development.
• Assist the Personal Lines Service Manager in addressing team member performance concerns and implementing appropriate action plans.
• Support team members with incoming calls and assist with welcoming clients who visit our office(s) in person, as required.
• Review and monitor client inquiries that are not completed in real time to ensure timely follow-up and resolution.
• Assist with the scheduling and coordination of RIBO hours for team members.
• Review and approve team timesheets within the payroll system.
• Complete team member performance reviews in partnership with the Personal Lines Service Manager.

• Possesses a RIBO license in good standing with 3+ years of experience working as an Insurance Broker
• Demonstrates a high degree of professionalism and integrity
• Has excellent interpersonal and communication skills with a proven track record for managing/coaching team members
• Works well within a team and independently, taking initiative to assist team members where needed
• Interacts with patience, enthusiasm and dedication
• Pays close attention to detail and multitasks with a high level of organization and accuracy
• Approaches learning and professional development with enthusiasm

RIBO stands for the Registered Insurance Brokers of Ontario. RIBO regulates the licensing, professional competence, ethical conduct and insurance related financial obligations of all independent general insurance brokers in the province of Ontario. To learn more please visit

• Comprehensive benefits package, including medical, dental, and vision coverage
• Health Spending Account (HSA)
• RRSP and DPSP programs
• Paid personal days
• Competitive vacation entitlement
• Paid time to volunteer in the community
• Ongoing training and professional development opportunities

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