Position Summary:
Supervise and support our Contact Center Auto Team by:
- Promoting a strong sales culture for our Auto Team with a focus on ICBC, Private Auto & Vehicle Replacement Cost as well as upselling coverages, and cross-selling into habitational and other lines of business
- Driving strong team and personal financial performance and accountability
- Championing a client-centric approach to deliver an outstanding client experience
- Cultivating a culture of innovation, entrepreneurship, and employee engagement
- Guiding team member development to ensure the team has an appropriate level of understanding of product, process and customer service.
This role requires availability on Tuesdays and Saturdays. Business hours are Monday to Friday, 8:00 AM to 6:00 PM and Saturday 9:00 AM to 5:00 PM. so flexibility is essential.
Responsibilities:
- Communicate, promote and reinforce departmental goals, objectives and targets
- Serve as the subject matter expert to support the team, taking calls from clients to stay relevant in call handling and assist with service level challenges.
- Conduct quality reviews of transactions and calls to measure compliance with standards, policies, and procedures; reinforce call center best practices and provide coaching for performance improvement while recognizing positive results.
- Provide day to day training, supporting, coaching team members
- Identify opportunities for business process improvements and operational efficiencies
- Support in the development of business change, communications, and engagement plans; lead the execution of such plans to ensure deliverables are achieved
- Proactively handle and resolve client escalations or concerns
- Time accounting and scheduling
- Monitoring volume of work and ensure appropriate coverage
- Collect data, provide insights and drive team member performance to ensure meeting and exceeding departmental KPIs
- Process the team’s incentive payouts
Skills, Characteristics & Qualifications
- Level 2 General Insurance License
- Minimum 2 years’ Auto Insurance experience
- Habitational experience and knowledge are an asset
- Sales and results driven spirit
- Ability to work collaboratively with direct reports, colleagues and front-line talent to create a result driven and team-oriented environment
- Outstanding client service abilities
- Ability to adapt and thrive in a changing environment
- Excellent time management skills and ability to prioritize multiple demands
- Exceptional communication skills (written and verbal by phone, in person or online)
- Excellent knowledge of ICBC Policy Center. BC Auto Renew and Broker Link experience is an asset.
- Strong understanding of the personal auto insurance business including ICBC, private auto & replacement cost coverage.
- Proficiency in MS Office Suite, including Excel, Outlook, Word and PowerPoint.
- Completion of industry-related designation (CAIB, CIP, CRM) is an asset
The expected salary range for this position is $55,000- $75,000 and will be impacted by factors such as the successful candidate’s skills, experience and working location, as well as the specific position’s business line, scope and level. HUB International is proud to offer comprehensive benefit and total compensation packages which could include extended health benefits, disability insurance, RRSP matching, paid-time-off benefits, and eligible bonuses, and commissions for some positions.
Our Culture Starts with You
- We are looking for SELF-STARTERS with an ENTREPRENEURIAL mindset who will take OWNERSHIP of their business
- We want you to be INNOVATIVE and open to sharing your ideas
- You work with URGENCY while providing a high level of PROFESSIONAL SERVICE towards our customers, communities, & colleagues.
- You are a TEAM PLAYER who positively impact those around them; We MOTIVATE each other to GROW TOGETHER
- You work with a high degree of INTEGRITY and ACCOUNTABILITY
If this sounds like a place you want to be or want to talk to us about the role and opportunities, contact us or apply now. To find associated positions at our HUB simply search myHUBbc as a keyword in the search bar on our careers page!
Department Business Operations
Required Experience: 2-5 years of relevant experience
Required Travel: No Travel Required
Required Education: Some college (no degree)
