Team Lead, Accounts Customer Experience (remote First)

Zensurance is a scale-up InsurTech company that is re-imagining the commercial insurance market. At Zensurance, we want to empower small businesses across Canada to thrive by offering an honest, simplified, and modern approach to insurance. Our main recipe is a combination of modern technology and insurance industry expertise powered by our talented team members. 

Being a technology-forward company, we utilize various tools and platforms to create fun, engaging and meaningful work experiences for our employees, as a remote-first company.

We are boldly going where no insurance broker has gone before!

We are looking for a Team Lead to join our growing Accounts Customer Experience Team! This is an excellent opportunity for an individual who thrives in process implementation and improvement, coaching and mentoring a team of brokers striving to provide a first-class customer experience and finding out-of-the-box solutions to further our retention of our existing clients.

Reporting to the Associate Director of Accounts, in this role, you will be required to mentor and coach a team of Accounts Brokers in addition to monitoring and improving best practices and process improvement for our clients. Customer experience and coaching ability are at the core of this position, seeking every opportunity to nurture your Accounts team members to deliver results.

Responsibilities

• Leadership
• Must continue to learn and inspire others to continue to learn as well.
• Build up others and inspire their colleagues to do things that are more challenging than what they might think they are capable of.
• Will be accountable for managing and driving performance to exceed company targets, by conducting team meetings and impactful performance plans to elevate results.
• Must perform one-on-one meetings with each of their direct reports and work to discover action items to help them improve.
• Actively shadow team members and coach them to lift their performance to achieve desired levels.
• Assist in the onboarding and training of new talent and set them up for success.
• Other duties as assigned.
• Operations
• Prepare and follow up on progress trackers for direct reports.
• Implement best practices for retaining policies during cancellations.
• Create and train brokers on best practices to encourage clients cancelling their policies to return to Zensurance.
• Work closely with leads to ensure service, business process and operations are consistent with quality standards.
• Manage and oversee escalations with integrity and direction to the client.
• Host and support internal audit preparation, process and follow up.
• Manage and distribute Zen website inquiries and triage support emails and general voicemail inbox that is not assigned.
• Other duties as assigned.

Requirements

• RIBO license required.
• Over 3 years of broking experience.
• At least one year of people management or mentorship experience.
• Persistence and agility to meet set targets consistently.
• Ability to communicate effectively with multiple stakeholders.
• Attention to detail and demonstrated flexibility in managing multiple clients at a time.
• CAIB/CIP would be an asset.
• Experience working in a call center would be an asset.