Job Description

Personal Lines Insurance Service Broker

Location: Markham, ON
Role Type: Permanent | Full-Time

About the Opportunity

This role is with a dedicated insurance brokerage, focused on delivering timely and professional service that underpins client retention and satisfaction across a diverse book of personal insurance accounts (home, auto, recreational, etc.). You will be the front-line service expert, managing the end-to-end client service lifecycle—from initial inquiry and immediate claim reporting to meticulous policy management, renewals, and premium collection. Your precision, rapid responsiveness, and technical knowledge will be the key drivers of client trust and operational excellence.

Why This Role is a Great Fit for You

If you are a licensed broker who thrives in a fast-paced environment and excels at problem-solving and technical accuracy, this position offers the opportunity to be an indispensable member of the team.

• You will be empowered to own the client service experience, prioritizing rapid-response communication (calls, walk-ins, and claim reporting) to ensure immediate client peace of mind during critical times.

• You will deepen your expertise in policy interpretation, coverage explanation, and premium account reconciliation—the core operational skills of a successful personal lines broker.

• This is the ideal role for a disciplined self-starter who enjoys the combination of high-volume client interaction with meticulous, process-driven paperwork and system documentation.

What You’ll Be Doing

Your mission is to maintain an exceptional level of service and technical integrity throughout the customer lifecycle:

• Rapid Client Engagement & Service: Serve as the primary service contact, ensuring immediate greeting for walk-in clients and a same-day (within 2 hours) callback for incoming telephone inquiries.

• Claims Advocacy & Follow-up: Immediately report new claims to carriers. Proactively follow up with both the Adjuster and the Insured (within 2 hours of reporting) and continue regular follow-up on serious or complex claims to ensure the client is continuously informed.

• Proactive Policy Management & Sales: Initiate policy and renewal reviews 60 days in advance of the effective date. Clearly explain coverage, limits, and potential exclusions, and actively identify opportunities to upsell (e.g., increased liability, scheduled items) and round out client accounts (e.g., adding auto to a home policy) to ensure comprehensive protection.

• Account Resolution & Compliance: Resolve client issues related to premiums, billing, and account reconciliation. Efficiently receive and process client payments, while rigorously following up on Aged Receivables.

• Technical Processing & Documentation: Prepare accurate quotes, new business applications, remarket submissions, and policy change requests on behalf of the client. Maintain the Broker Management System (BMS) with detailed documentation of all client conversations, recommendations, and resulting activity.

• Operational Discipline: Review and clear abeyances daily to prevent backlogs and stay current with all incoming company correspondence, online manuals, and carrier portals to maintain a high level of market knowledge.

What You Bring

• Experience & Licensing: A minimum of 3 years of Customer Service Representative (CSR) experience in a brokerage environment is required. A current Registered Insurance Broker of Ontario (RIBO) License is mandatory.

• Education: High School Diploma is required.

• Technical Acumen: Demonstrated proficiency with industry Broker Management Systems (e.g., PowerBroker knowledge is an asset), Rating software, and Portal Navigation. Strong skills in MS Office applications (Excel application is an asset).

• Mindset & Skills: Exceptional Customer Service focus, a professional demeanor, and proven ability in Multi-tasking, Problem Solving, and Conflict Management. Must be highly organized with effective listening and strong policy interpretation skills.

Why Join

• Impact: Directly influence client retention by being the face of the brokerage and delivering rapid, resolution-focused service.

• Growth: Solidify your career as a technical expert through deep involvement in policy interpretation, complex claims follow-up, and account management.

• Environment: Work in a professional, process-driven setting where meticulous documentation and client satisfaction are valued above all else.

• Type: Full-time, Permanent Position.
  
  
  At Leap we are an Equal Opportunity and Affirmative Action employer. That means all applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status. Leap will not tolerate any discrimination or harassment based on any of these characteristics. Leap encourages applicants of all ages.