Bilingual Personal-Lines Damage Insurance Agent

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.

As a licensed Insurance Advisor, you will be accountable for delivering guidance, expert advice and superior customer service when assisting customers with their insurance needs. You will provide education and navigation support to customers guiding them on how to quote and make changes to their policy within our digital site.  You will issue transactions that are not enabled by customer self-service functionality as well review and approve profitable underwriting decisions in accordance with underwriting guidelines and authority. Upon acknowledgement that a scenario requires further escalation, you will proceed with referral to the appropriate team/authority levels, ensuring you have gathered all pertinent information, and have supported your referral with a well-documented business case, including your recommendation and proposed terms

What can you expect in this role?

• Handles incoming customer inquiries relating to products, billing, coverages, etc. via phone, chat or email. 
• Supports customers as they navigate our digital site, providing guidance and real time instruction as required. 
• Conduct policy reviews with customers, ensuring coverages meet their needs. Advise and educate customers, ensuring they leave the interaction fully informed, supporting first call resolution. 
• Actively engage with potential new customers by building relationships, cross-selling, quote and bind guidance, and identifying savings opportunities. 
• Work with other departments, as required to respond to client issues quickly and efficiently.
• To support customer retention and loyalty, you will leverage various techniques and strategies to support these interactions.

Transaction Processing and Underwriting Decision Making

• Review and process inquiries and transactions within your authority, ensuring compliance with underwriting standards.
• Approve profitable underwriting exceptions, ensuring decisions are fully documented with a sound business case.

Key Performance Indicators

• Meet our quality assurance requirements, such as follow-up calls and survey feedback to our customers.
• Achieve our productivity and efficiency targets, to ensure that our customer interactions are answered in a timely manner.

Hours of Operation

Sonnet Digital Contact Centre hours of operation are Monday to Friday, 8 a.m. to 6 p.m. All applicants must be able to work shifts during these hours. The hours are subject to change in future if the business needs change. 

What do you bring to the role?

• Preference given to candidates with Insurance/Underwriting experience (AMF licensed or have successfully passed all 3 AMF exams)
• Bilingual English and French 
• AEC or College Diploma is needed
• Willingness to meet your license requirements, through continuing education or CIP courses.
• A minimum of one year of experience in a customer service role 
• Previous experience working in an inbound call center 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 must be comfortable with various forms of technology and be web-savvy.
• Knowledge of Guidewire, Salesforce and Five9 applications is an asset.
• Ability to shift and pivot as the business requires
• Strong written and verbal communication skills
• Skilled at de-escalating customer’s concerns and problem solving to reach a resolution

Salary Range: $42,400 - $78,100

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).

#LI-Hybrid