Personal Lines Customer Service Representative (CSR)
Burlington| Full-Time | In-Office
About the Role
Our client, a respected brokerage in the Halton Region, is seeking a Personal Lines Customer Service Representative to join their in-office team. The ideal candidate is a RIBO-licensed insurance professional with strong technical knowledge of personal lines products, markets, and insurer portals.
In this role, you’ll be the trusted point of contact for personal home and auto clients—delivering exceptional service, expert guidance, and proactive policy management. You’ll play a key part in maintaining high client satisfaction, retention, and growth, while upholding the brokerage’s commitment to personalized service and professionalism.
Key Responsibilities
Client Service & Relationship Management
Respond promptly to client inquiries via phone or in person, ensuring timely and professional communication (calls returned within 2 hours).
Greet walk-in clients promptly, providing friendly and efficient service.
Manage claims proactively—report immediately, follow up with adjusters and clients, and maintain communication throughout the process.
Conduct policy reviews, explain coverage's and limits, and identify opportunities to fill gaps in protection.
Handle billing inquiries, payments, and account reconciliations accurately and efficiently.
Maintain professionalism when managing complaints or resolving client issues.
Adhere to privacy and confidentiality regulations when handling client information.
Sales & Account Development
Identify opportunities to up-sell or cross-sell additional products to enhance client protection.
Round out accounts and write new business through referrals and relationship building.
Support retention and growth goals through consistent and value-driven client interactions.
Administration & Processing
Maintain accurate client records in the Broker Management System (BMS).
Stay up to date with insurer communications, procedures, and underwriting guidelines.
Utilize rating software and portals to process quotes, endorsements, and renewals efficiently.
Ensure all documentation and correspondence are recorded accurately and on time.
Qualifications & Skills
Education & Licensing
High School Diploma (post-secondary education in Business or Insurance preferred).
RIBO License required.
Technical Skills
Proficiency in MS Office (Word, Excel, Outlook).
Experience with Broker Management Systems, rating software, and insurer portals.
Strong computer literacy and attention to detail.
Core Competencies
Exceptional customer service and relationship-building skills.
Strong organizational and multitasking abilities.
Effective problem-solving and conflict resolution skills.
Excellent listening, communication, and policy interpretation abilities.
Team-oriented with a proactive, professional attitude.
Why Join Our Client’s Team?
Be part of a respected brokerage with a strong reputation for client care and retention.
Work in a supportive, in-office environment that values teamwork and professional growth.
Opportunity to build lasting client relationships while developing your career in personal insurance.
If you’re a detail-oriented and client-focused insurance professional who thrives in a collaborative environment, we want to hear from you!
Thanks,
Lexi
Personal Lines CSR • Burlington, ON
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