Client Manager, Personal Insurance

About NFP

We are NFP, a four-time Best Places to Work award winner in Business Insurance for 2017 through 2020. We are a world-class, leading insurance broker and consultant that genuinely cares deeply about our employees’ and clients’ well-being.

We’re honest, hardworking, dedicated professionals who love what we do and strive to lead by example. Our expertise and scale are only matched by our passion for building lifelong personal relationships.

About the Role

The primary role of the Client Manager to attract, retain and build strong relationships with our clients by providing superior service and tailoring recommendations that fit the needs of successful and accomplished individuals and families.

The ideal candidate is self-motivated, proactive, and client-focused; intent on providing exceptional day-to-day service to maintain and exceed the reputation and service standards of NFP Canada.

Essential Duties and Responsibilities :

• Provides expert advice, recommendations and counselling to clients about their personal insurance coverage geared to their unique needs and exposures
• Conducts needs assessment to offer customized solutions to clients
• Completes proactive contact with clients at each renewal to develop strong relationships and strengthen the NFP Brand
• Provides exceptional day-to-day service to clients and handling the client file activities to maintain retention targets
• Contributes to premium growth targets by cross-selling other lines and upselling appropriate coverages
• Prepare documentation for insurers, complete applications for clients, issue insurance certificates, process changes and review renewals
• Maintains professional and collaborative relationships with key underwriters
• Resolves any concerns or complaints with your personable and professional demeanour by leveraging product and service knowledge based on clients’ needs
• Reviews and processes renewals, endorsements and midterm changes; rewriting / remarketing where necessary to enhance the client experience
• Issuing policies and changes on various insurer online portals
• Initiating and providing guidance in the claims process to provide peace of mind to clients and assist in recovering their assets
• Represents the brokerage at industry functions where required
• Keep current on industry changes, underwriting rules and workflow processes
• Actively participate in training initiatives

Knowledge, Skills, and / or Abilities :

• Strong customer service skills in order to maintain long-term growth and retention
• Strong Quotation skills for new business, cross-selling, upselling and remarketing to ensure clients’ needs are consistently met or exceeded
• Self-starter with strong negotiation skills
• Excellent organizational, planning and prioritizing skills
• Adaptable to change
• Proficient in the Microsoft Office suite, experience in EPIC and industry software and rating engines
• A talent for listening, establishing trust and is dedicated to crafting solutions for clients
• Strong oral and written communications skills
• Detail and goal-oriented, highly motivated and resourceful to achieve results
• Solid team player ability to adapt to and collaborate with various team members and individuals
• Positive attitude with a strong work ethic

Education and / or Experience :

• Post-secondary education, or related job experience is preferred
• Registered Insurance Broker of Ontario (RIBO) license in good standing required
• Minimum 2 years of Personal Insurance experience
• Major Market portal experience
• Excellent computer skills expected and EPIC fluency an asset

Excellent benefits are offered : competitive salary, group health and dental benefits, flexible leave days, group RRSP, social events, continuing education, etc.

Applicants must be eligible to work in Canada upon hire.

NFP is committed to a diverse and inclusive workplace. We welcome and encourage applications from all qualified candidates.

Accommodations are available on request for candidates taking part in all aspects of the selection process.