Commercial and Customer Sale Representative

MUNN Insurance St. John’s, NL Reference # NH – MNI - 10125

MUNN Insurance is looking for a proactive, client-focused Commercial Customer Service Representative to join our commercial insurance team. This role is at the centre of the day-to-day client experience. Working alongside Commercial Account Managers and Business Development Managers, the Commercial Customer Service Representative helps ensure clients receive responsive, accurate, and seamless service throughout their relationship with us.

• Provide prompt, professional, and personalized service to commercial clients.
• Take ownership of day-to-day client requests from initial contact through resolution.
• Assist clients with policy changes, certificates, documentation, billing inquiries, and other ongoing insurance requirements.
• Keep clients informed of progress, outstanding requirements, and next steps rather than waiting for clients to follow up.
• Build relationships with clients and develop an understanding of their businesses and insurance needs.
• Recognize when a conversation requires insurance advice or a broader coverage discussion and engage the Commercial Account Manager at the appropriate time.
• Look for opportunities to make interactions simpler, faster, and easier for clients.
• Help create an experience that gives clients confidence in both their insurance program and our team.

• Coordinate and process policy changes, endorsements, certificates, renewals, cancellations, and other commercial insurance transactions.
• Review policies, endorsements, and insurer documentation for accuracy and completeness.
• Identify discrepancies, missing information, and outstanding requirements and proactively drive them to resolution.
• Follow up with clients, insurers, and internal team members to ensure commitments are completed.
• Maintain accurate and timely client, policy, and activity information within the agency management system.
• Manage outstanding activities and deadlines with a strong sense of ownership and urgency.
• Ensure client and policy documentation meets established quality and compliance standards.

• Work closely with Commercial Account Managers to help manage an assigned portfolio of commercial clients.
• Support a proactive renewal process by gathering information and preparing documentation well in advance of renewal dates.
• Coordinate applications, schedules, loss information, exposure details, and other information required to market and renew accounts.
• Monitor outstanding renewal requirements and help ensure accounts progress according to plan.
• Prepare client and account materials for renewal discussions, proposals, and Stewardship reviews.
• Help Account Managers stay ahead of upcoming client needs, deadlines, and commitments.
• Support the smooth onboarding and transition of new clients from Business Development into ongoing account management.

• Build an understanding of clients' businesses, operations, and commercial insurance programs rather than focusing only on individual transactions.
• Recognize changes in a client's business that could affect coverage or create new insurance needs.
• Identify potential coverage gaps, cross-sell opportunities, or changes requiring further discussion and bring them to the Account Manager's attention.
• Develop knowledge of commercial insurance products, coverage, insurer appetite, and market practices.
• Ask questions and continually build the knowledge required to become a stronger resource for clients and colleagues.
• Stay current with relevant changes in insurance products, processes, technology, and industry practices.