Insurance Representative, Service

Insurance Representative, Service Experience

Toronto, ONT, Canada

Sonnet is part of Definity, which includes some of Canada’s most long‑standing and innovative insurance brands. The company seeks to be one of Canada’s leading property and casualty insurers, and we value collaboration, ambition, and empowerment.

The Insurance Representative, Service Experience is accountable for delivering a superior customer experience when assisting customers with general inquiries relating to products, billing, policy details, and facilitating simple policy management changes. The role requires foundational insurance knowledge and billing expertise to deliver efficient, accurate, and customer‑centric service across digital and voice channels for home, auto and UBI products, supporting operational excellence and regulatory compliance.

• Address customer questions related to billing (payments, adjustments, account reconciliations) and policy management (e.g., address changes).
• Support customers by providing guidance as they navigate the Sonnet digital site and leveraging co‑browse tools to enhance the experience.
• Provide accurate, timely, and empathic service to customers across digital and voice channels within defined authority limits.
• Collaborate with cross‑functional teams to resolve issues impacting customer experience, sales, and operations.
• Respond to policy interactions through multiple channels for general inquiries related to products, billing, or policy information, providing guidance and insurance advice.
• Apply regulatory and compliance knowledge to all policy management activities.
• Proactively seek multiline or cross‑selling opportunities on existing business.
• Leverage technology such as CRM, telephone, quoting tools, and contact center AI to deliver seamless experiences and achieve first‑contact resolution.
• Approve low‑risk policy and billing exceptions initiated by customers within underwriting appetite and authority, and document business cases to support decisions in Salesforce/Guidewire.

• Deep knowledge of Canadian personal lines insurance home and auto coverages, endorsements, and industry best practices.
• Exceptional communication skills, with mastery in objection handling and closing techniques.
• Tech‑savvy proficiency with CRMs and contact center platforms (e.g., Salesforce, Guidewire, Five9, Medallia).
• Solid understanding of provincial insurance regulations, licensing, and compliance requirements.
• Experience interpreting performance metrics and applying required behaviors to achieve KPIs.
• Digital fluency and adaptability to evolving technologies and retention processes.
• Adaptability, resilience, and ability to excel in a fast‑paced, high‑volume contact center that champions innovation and continuous improvement.
• Education:
  
  College diploma or university degree in business, insurance, or a related field.
• Experience:
  
  2–4 years in property and auto insurance. Contact center experience is a strong asset.
• Licensing:
  • Ontario:
    Active OTL/RIBO license is required.

• Company share ownership program
• Incentive Program – Eligible employees may participate in various incentive plans paid at the discretion of the company and subject to individual and company performance.
• Pension and savings programs, with company‑matched RRSP contributions
• Paid volunteer days and company matching on charitable donations
• Educational resources, tuition assistance, and paid time off to study for exams
• Wellness and recognition programs
• Discounts on products and services

High degree of proficiency with English required to service customers, both internal to the company and external, across Canada.

Salary Range: $45,000 – $82,100

This role requires successful clearance of background checks (including criminal checks and leadership references).

Our inclusive work environment welcomes diversity and supports accessibility. If you require accommodation at any time during the recruitment process, please let us know by contacting

• Job Identification 9137
• Job Category Customer Service and Contact Center Operations