Location: Toronto, training fully on-site, after 3 months, you will work 2 days remote 
Language: English (fluent written and spoken required)
Background Check: Criminal background check required

About the Opportunity

We are seeking a dynamic Customer Care Advisor with an active LLQP license in good standing to join our team. In this role, you will establish and nurture meaningful client relationships, supporting them from policy onboarding through ongoing engagement. You will assist with payments, proactively address concerns, prevent cancellations, and contribute to long-term client satisfaction and retention.

This is a fast-paced, client-focused environment where your communication, problem-solving, and service skills will directly impact revenue and client experience.

What’s in it for You

You will join a collaborative, purpose-driven team that values proactive problem solving, continuous improvement, and professional growth. You will gain hands-on experience in life insurance client engagement, retention strategies, and premium management, while leveraging CRM tools to maximize your impact.

You will develop your career by working alongside experienced professionals, participating in coaching sessions, and applying your LLQP expertise to influence client outcomes.

Your Responsibilities

• You will support client retention and revenue optimization by proactively contacting policyholders, offering empathetic payment solutions, and preventing cancellations.
• You will manage policy and payment inquiries including payment arrangements, coverage updates, cancellations, and refunds while maintaining compliance and accurate records.
• You will provide a seamless onboarding experience for new clients, reviewing policies and guiding them through next steps to foster long-term engagement.
• You will deliver exceptional customer service across all touchpoints, resolving complaints with empathy and escalating as needed to ensure timely resolution.
• You will leverage CRM tools and client insights to personalize interactions, anticipate client needs, and contribute actionable insights to management.
• You will contribute to team performance by participating in daily huddles, call calibrations, and performance initiatives to meet KPIs and enhance service quality.
• You will maintain professional and regulatory standards, ensuring LLQP certification and compliance with company policies across all jurisdictions.
• You will collaborate with cross-functional teams to support client needs and continuously improve service processes through feedback and coaching.

Skills and Qualifications

You will have:

• Licensing: LLQP certification in good standing (Ontario required; additional jurisdictions an asset).
• Call Centre Experience: 1–2 years in service, sales, retention, or collections roles.
• Client Relationship Management: Proven ability to engage clients, build rapport, and maintain satisfaction in insurance or financial services environments.
• Communication Skills: Warm, professional phone presence; ability to explain policy and financial information clearly.
• Technology Proficiency: Familiarity with CRM systems and data-driven engagement tools.
• Problem Solving & Analytical Skills: Ability to understand client issues, resolve complaints empathetically, and offer tailored solutions.
• Time Management & Autonomy: Skilled at prioritizing tasks and working independently in a fast-paced environment.
• Attention to Detail: Demonstrated accuracy in processing client transactions and maintaining records.