Bilingual Licensed Insurance Advisor

Sonnet is part of Definity, which includes some of Canada’s most long-standing and innovative insurance brands, including Economical Insurance, Sonnet Insurance, Family Insurance Solutions, and Petline Insurance. Our ambition is to be one of Canada’s leading and most innovative property and casualty insurers. We can’t do that without our people, so we embrace and encourage a culture that’s collaborative, ambitious, rewarding, and empowering.

We offer a flexible, hybrid work experience where employees work from the office and virtually depending on the type of work they are doing and who they are working with. Bring your true self and be a part of our journey. It’s better here.

What can you expect in this role?

• Responding to customer inquiries about our products. This includes taking telephone calls, responding to emails, and using the online chat function to chat with our customers.
• Resolving any problems that the customer has, providing first call resolution because you actually care and want to help them.
• Collaborating with other departments, as needed, in order to resolve customer problems quickly and provide a timely response back to the customer.
• Continuous learning about our products because no matter how much training you receive , there is still so much to learn in order to provide impeccable customer service to our customers.
• Adherence to quality assurance measures, such as call monitoring and feedback from customer surveys to ensure quality service is being provided.
  We also look at other metrics but these are the most important to us since they impact the customer experience.

What do you bring to the role?

• It helps if you’ve done this before, so if you have one year or more of experience in customer service where you were known to be a top producer and left a trail of smiling, happy customers, we want to speak to you! If you have but, for less than a year, then it’s probably best if you get more experience. We will still be here when you are ready. 
• We want people that don’t think working in customer service is anything less than an amazing job, that it is an extremely important part of a company’s success and is a highly respected role.
• We believe in education so; you must have a post-secondary education in the form of a college diploma or university degree.
• You must hold a valid license from the AMF in personal lines insurance and be able to obtain your Ontario insurance license (OTL) during the first two weeks of the training. 
• You must also be prepared to meet your license requirements, through continuing education or CIP courses.
• You must be fluently bilingual (in French and English) and be able to respond to customer inquiries in both languages.
• Previous experience working in an inbound call centre and/or retail store would be considered a bonus.It would be considered a plus if you have experience supporting an online, digital company.
• We use computers and other technology to do our jobs. You have to be comfortable with various forms of technology
  (even be pretty good at it) and be web-savvy too. 
• A lot changes around here and there is a lot to learn so, you must have a proven ability to shift and pivot as the business requires.
• You need to be skilled at de-escalating customer’s concerns and problem solving to reach a resolution

Interested in this role, but don't meet every requirement? We encourage you to apply! We know from experience that a candidate doesn't need 100% of the qualifications listed to bring incredible value to our team. We're actively seeking diverse backgrounds and perspectives to help us make insurance better. At Definity, inclusion, diversity, and equity aren't just "nice to have" — they're essential to our success.

What's in it for you?

• Hybrid work schedule for most roles
• Company share ownership program
• 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
• Focus on inclusion with employee groups, support for gender affirmation surgery, access to BIPOC counsellors, access to programs for working parents
• Wellness and recognition programs
• Discounts on products and services

Actual salary for the role may vary depending on work location of the successful candidate and other factors including but not limited to, skills, education, experience, working conditions and the local labour market.  In addition to base pay, eligible employees may participate in various incentive plans which are paid out at the discretion of the company and subject to individual and company performance.

Go ahead and expect a lot — you deserve it.
It's better here — but don't take our word for it. Definity was named by Great Place to Work® as one of the Best Workplaces™ in Canada for women, for youth, and for inclusion.

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 [email protected].

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

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