Insurance Customer Service Representative

Insurance Customer Service Representative    

Help people feel confident, cared for, and protected, while building a career with room to grow.

This is more than answering the phone

Insurance is personal. A client may call because they bought their first home, welcomed a new driver, started a business, or are navigating a stressful claim. Your job is to make the complicated feel clear and the stressful feel manageable.

At JCR Insurance & Financial Services Inc., you will join a close-knit, community-minded team where your ideas matter, your development is supported, and great service is something we take personally. We work hard, laugh often, celebrate wins, and hold ourselves to a high standard because our clients are trusting us with what matters most.

What you will do

• Create a warm, professional client experience by phone, email, text, and in person.
• Help clients with policy changes, billing questions, documents, renewals, coverage questions, and everyday service needs.
• Listen carefully, ask thoughtful questions, and explain insurance in language real people understand.
• Review client accounts for accuracy and identify gaps, discounts, or opportunities for a more complete insurance conversation.
• Support home and auto clients through claims by providing clear direction, timely follow-up, and genuine care.
• Document conversations accurately, complete follow-ups when promised, and keep client files organized and compliant.
• Work closely with the agency owner and teammates to manage priorities, solve problems, and deliver a consistent experience.
• Contribute ideas that improve workflows, client retention, education, and the impact we make in our community.
• Ask for reviews and referrals when we have earned them, and help turn great service into lasting relationships.

How our five pillars show up in this role

Integrity: You give accurate information, protect confidentiality, own mistakes, and do what is right even when no one is watching.

People First: You listen before solving, treat every client and teammate with respect, and remember there is a person behind every policy.

Ownership & Excellence: You follow through, pay attention to details, manage your responsibilities, and take pride in delivering work you can stand behind.

Growth Mindset: You welcome coaching, ask questions, practise new skills, and see feedback as fuel rather than criticism.

Community Impact: You care about the place where we live and work, and you are excited to help us educate, support, and show up for our community.

      You may be our kind of person if :

• You are naturally warm, curious, and calm under pressure.
• You can be empathetic without losing accuracy, boundaries, or professionalism.
• You enjoy solving problems and do not need every day to look exactly the same.
• You find opportunities that clients may not have realized they needed
• You spot gaps and are forward thinking on finding solutions
• You communicate clearly and confidently, and you are comfortable picking up the phone.
• You are comfortable making outbound calls
• You are organized, dependable, and known for doing what you said you would do.
• You want feedback, coaching, and a path to become excellent at your craft.
• You like being part of a small team where everyone contributes and your effort is visible.
• You are comfortable using technology and can learn new systems with practice.
• You want work that combines relationships, problem-solving, education, and meaningful community impact
  
  This may not be the right fit if :
• You prefer to wait for someone else to notice or fix a problem.
• Details, documentation, deadlines, or follow-up feel optional to you.
• You are uncomfortable having thoughtful conversations about coverage, value, or client needs.
• You want a large corporate environment where your individual contribution is less visible.
• You see customer service as simply completing transactions. We see it as earning trust.

Licensing and what comes next

Because this role involves advising and servicing clients on property and casualty insurance in Ontario, the successful candidate must hold, or become eligible to hold, an Ontario general insurance agent licence.

Already licensed: An active Ontario OTL general insurance agent licence is an asset. Candidates with relevant RIBO or CIP credentials are also encouraged to apply, as FSRA may recognize certain equivalencies.

Not licensed yet: We are open to a strong candidate who is ready to complete the Other Than Life (OTL) Agent's Exam within 90 days. We cover the costs after 1 year with the team.

Your commitment: Licensing requires focused study, personal accountability, successful completion of the exam, and a commitment to ongoing learning and compliance.

Obtain your LLQP license within 12 months

Our support: We will provide a clear onboarding plan, study guidance, practical coaching, job shadowing, and regular check-ins as you build confidence.

What we offer

• A supportive small-team environment where you will be known, valued, and encouraged to contribute.
• Hands-on guidance from an engaged agency owner and experienced teammates.
• Structured onboarding, regular coaching, and practical learning, not a sink-or-swim experience.
• A career path in a stable industry, with opportunities to deepen your insurance knowledge and take on greater responsibility.
• Meaningful client relationships and the chance to make a difficult day a little easier for someone.
• Community involvement, local initiatives, and a team that believes business can be a force for good.
• A professional environment with high standards, genuine connection, and room for personality.
• Paid vacation
• Benefits after 90 days
• Bonuses and incentives
• Hybrid after proven ability to manage workload and live our 5 pillars
• Investment in your insurance career with courses and workshops

Qualifications

• Customer service, hospitality, financial services, sales, administration, or another people-focused background is an asset.
• Bilingual is an asset
• Strong spoken and written communication skills in English. French is a valued asset.
• Comfort with Microsoft Office, email, digital systems, and accurate data entry.
• Ability to prioritize, manage interruptions, and follow through in a fast-moving environment.
• Ability to meet all licensing, background, suitability, confidentiality, and compliance requirements applicable to the role.

Ready to build a career where your work genuinely matters?

If you are a people focused, detail oriented professional who wants to make a real difference for clients while growing your insurance career, we would love to hear from you.

Join JCR Insurance & Financial Services Inc., bring your strengths to the team, and take the next step in your career. Apply today!