Customer Care Advisor (LLQP)

PURPOSE OF THE ROLE

Establish and nurture meaningful relationships with clients to support their journey from policy onboarding through ongoing engagement. This includes welcoming new clients, assisting with payment arrangements, and proactively addressing concerns to prevent cancellations via inbound/outbound calls. As an LLQP licensed insurance professional, the role is pivotal in securing outstanding premiums and maintaining long-term client retention and satisfaction.

KEY ACCOUNTABILITIES The following aspects of this role are indicative only and in no way limit the company in allocating additional accountabilities (specific tasks, projects or related activities) to the employee, within the scope of the employee’s level of competence, experience, knowledge and qualification.

Client Retention & Revenue Optimization

• Collaborate with advisors to support premium collection through relationship-driven communication
• Proactively contact policyholders with missed payments and offer payment arrangements and empathetic solutions to retain their policy
• Follow all business processes in relation to dishonour management (payment recovery & retention)
• Follow and apply all quality assurance, compliance guidelines, and maintain accurate records at all times
• Handle a wide range of client requests, including payment arrangements, policy detail updates, coverage adjustments, cancellations, and refund processing, in accordance with documented guidelines.
• Provide accurate, clear information to clients while maintaining a professional and empathetic approach across all service, sales, and cancellation interactions.
• Address cancellation requests by discussing concerns, reiterating policy benefits, offering solutions, and using available tools to support policy retention and renewal.
• Monitor client policies proactively to prevent cancellations and encourage continued coverage.
• Resolve client complaints with empathy and escalate calls when necessary to ensure timely resolution.
• Accurately document all interactions, including policy and payment changes, to maintain complete and compliant business records.
• Meet individual performance targets and contribute to overall team and business revenue objectives
• Stay informed of updates to company policies, procedures, and processes to ensure compliance and consistency in service delivery.
• Maintain all required licenses to operate as a life insurance advisor across applicable jurisdictions.

Client Experience & Relationship Management

• Welcome new clients with a seamless onboarding experience, including a clear review of their policy and next steps.
• Build lasting relationships through active listening, empathy, and personalized engagement to build rapport and foster trust and long-term loyalty.
• Leverage CRM tools and client insights to tailor interactions and proactively anticipate client needs.
• Address client complaints professionally and empathetically, ensuring timely resolution and a positive experience.
• Consistently deliver accurate information and maintain a high standard of customer service across all touchpoints.
• Manage all Customer Care cases and callbacks promptly, escalating calls when necessary to ensure client satisfaction.
• Participate actively in team initiatives such as daily huddles, call calibrations, and performance incentives to drive KPIs and enhance service quality.
• Monitor and report trends related to client cancellations and dishonoured payments, providing actionable insights to management.
• Recommend solutions to recurring client issues and collaborate with leadership to improve service processes.
• Apply coaching and feedback from managers to continuously improve performance and client engagement to meet role expectations.
• Communicate effectively and professionally with cross-functional teams to support client needs.

Position Requirements

• Licensing

: LLQP certification required (minimum Ontario; additional jurisdictions considered an asset).

• Call Centre Experience

:

1-2 years

in a service, sales, retention, or collections environment.

• Client Relationship Management

: Proven experience in customer engagement, ideally within insurance, financial services, or other client-facing sectors.

• Interpersonal Strengths

: Excellent communication skills with a genuine passion for helping people; able to infuse personality into client conversations to foster connections while maintaining professionalism.

• Technology Proficiency

: Familiarity with CRM platforms and data-driven customer enga