Insurance Representative, Service Experience

{
  "content_hash": "f95e59c27ef8794ac92af23e1524c03f45d696c4049b6fcad7ef6b4175551f79",
  "source_hash": "6f4be73bb09a3b2ea28702de3dac370152680fc813af5171b92b583e1d561066",
  "last_changed_at": "2026-06-06T11:23:28.908Z",
  "active_status": "active"
}

{
  "language": "en",
  "location": {
    "raw": "Toronto, ONT, Canada",
    "city": "Toronto",
    "region": null,
    "country": "Canada",
    "is_remote": false,
    "confidence": 0.8
  },
  "salary_max": 82100,
  "salary_min": 45000,
  "inferred_at": "2026-06-06T11:23:28.842Z",
  "launch_scope": {
    "reason": "english_us_canada",
    "included": true,
    "language": "en",
    "location": {
      "raw": "Toronto, ONT, Canada",
      "city": "Toronto",
      "region": null,
      "country": "Canada",
      "is_remote": false,
      "confidence": 0.8
    },
    "countries": [
      "Canada"
    ]
  },
  "remote_policy": "hybrid",
  "salary_period": "year",
  "workplace_type": "hybrid",
  "salary_currency": "USD"
}

{}

{
  "detail": {
    "Id": "9137",
    "Title": "Insurance Representative, Service Experience",
    "media": [],
    "skills": [],
    "JobType": null,
    "Category": "Customer Service and Contact Center Operations",
    "JobGrade": null,
    "JobLevel": null,
    "JobShift": null,
    "WorkDays": null,
    "WorkHours": null,
    "WorkYears": null,
    "Department": null,
    "HotJobFlag": false,
    "StudyLevel": null,
    "WorkMonths": null,
    "WorkerType": null,
    "GeographyId": 300000007182476,
    "JobFamilyId": 300002624297724,
    "JobFunction": "Customer Service",
    "JobSchedule": "Full time",
    "BusinessUnit": null,
    "ContractType": null,
    "Organization": null,
    "TrendingFlag": true,
    "workLocation": [
      {
        "Country": null,
        "Region1": null,
        "Region2": null,
        "Region3": null,
        "Building": null,
        "Latitude": "43.65189",
        "Longitude": "-79.36511",
        "LocationId": 300000007172445,
        "PostalCode": null,
        "TownOrCity": null,
        "AddressLine1": null,
        "AddressLine2": null,
        "AddressLine3": null,
        "AddressLine4": null,
        "LocationName": "Toronto - 351 King E"
      }
    ],
    "ContentLocale": "en",
    "HiringManager": null,
    "LegalEmployer": null,
    "RequisitionId": 300002740244942,
    "WorkplaceType": "",
    "BusinessUnitId": 300000007117075,
    "OrganizationId": 300001030771564,
    "GeographyNodeId": 300000021020157,
    "JobFunctionCode": "CSV.02",
    "LegalEmployerId": 300000007170853,
    "PrimaryLocation": "Toronto, ONT, Canada",
    "RequisitionType": "Professional",
    "NumberOfOpenings": null,
    "WorkplaceTypeCode": null,
    "BeFirstToApplyFlag": false,
    "otherWorkLocations": [],
    "secondaryLocations": [],
    "ExternalContactName": null,
    "ShortDescriptionStr": "",
    "ExternalContactEmail": null,
    "ExternalPostedEndDate": null,
    "OtherRequisitionTitle": null,
    "requisitionFlexFields": [
      {
        "Value": "$45,000 - $82,100",
        "Prompt": "Posting Range",
        "ControlType": "SingleChoiceList",
        "SequenceNumber": 2
      }
    ],
    "ApplyWhenNotPostedFlag": true,
    "DomesticTravelRequired": null,
    "ExternalDescriptionStr": "<p><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\"><strong>The Opportunity</strong></span></span></p><p><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">The Insurance Representative, Service Experience, is accountable for delivering superior customer experience when assisting customers with general inquiries relating to products, billing, policy details and facilitating simple policy management changes while also providing self-serve digital navigation and insurance advice. The role applies to foundational insurance knowledge and billing expertise to deliver efficient, accurate, and customer-centric service, through multiple channels for home, auto and UBI products, supporting operational excellence and regulatory compliance in a digitally enabled environment. They are high-performing, customer-centric professionals who demonstrate empathy, transparency, and compliance with regulatory guidelines for fair treatment of customers.</span></span></p><p><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">Operating within Sonnet’s Digital Contact Centre, the Agent contributes to a collaborative, innovative culture focused on team and individual success. Reporting to the Team Leader, Policy Management and Billing, the Service Experience advisor partners cross-functionally to address risk, compliance, and process improvement opportunities.</span></span></p><p><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\"><strong>What to Expect</strong></span></span></p><ul><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">Address customer questions related to billing (payments, adjustments, account reconciliations) and policy management (i.e. address changes).</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">Support customers by providing guidance as they navigate the Sonnet digital site leveraging co-browse tools to enrich the customer experience.</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">Provide accurate, timely, and empathetic service to customers across digital and voice channels within&nbsp;</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">defined authority limits.</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">Collaborate with cross-functional teams to resolve issues impacting customer experience, sales, and&nbsp;</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">retention.</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">Respond to policy interactions through multiple channels for general inquiries relating to products, billing, policy information etc. questions and clarification, providing guidance, and insurance advice.&nbsp;</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">Apply regulatory and compliance knowledge to all policy management activities.&nbsp;</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">Proactively look for multiline / cross-selling opportunities on existing business.&nbsp;</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">Leverage technology like CRM, telephone, quoting tools, and contact center AI to deliver seamless experiences and achieve first-contact resolution.</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">Support customers by providing guidance as they navigate the Sonnet digital site leveraging co-browse tools to enrich the customer experience</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">Approve low risk policy and billing exceptions initiated by customers within underwriting appetite and&nbsp;</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">authority and document business cases to support decisions in Salesforce/Guidewire.</span></span></li></ul><p>&nbsp;</p><p><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\"><strong>What You Bring</strong></span></span></p><ul><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">Deep knowledge of Canadian personal lines insurance home and auto coverages, endorsements, and industry best practices.</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">Exceptional communication skills, with mastery in objection handling and closing techniques.</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">Tech-savvy proficiency with CRMs and contact center platforms (e.g., Salesforce, Guidewire, Five9, Medallia).</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">Solid understanding of provincial insurance regulations, licensing, and compliance requirements.</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">Experience interpreting performance metrics and applying required behaviors to achieve KPIs.</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">Digital fluency and adaptability to evolving technologies and retention processes.&nbsp;</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">Adaptable, resilient, and able to excel in a fast-paced, high-volume contact center that champions innovation and continuous improvement.</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">Education: College diploma or university degree in business, insurance, or a related field.</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">Experience: 2–4 years in property and auto insurance. Contact center experience is a strong asset.</span></span></li><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">Licensing:</span></span><ul style=\"list-style-type: circle;\"><li><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">For Ontario: Active OTL/RIBO license is required.</span></span></li></ul></li></ul><p><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">High degree of proficiency with English required to service customers, both internal to the company and external, across Canada.&nbsp;</span></span></p><p><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 11pt; line-height: 115%;\">Salary Range: $45,000 - $82,100</span></span></p>",
    "ObjectVerNumberProfile": null,
    "PrimaryLocationCountry": "CA",
    "CorporateDescriptionStr": "<p>Actual salary for the role may vary depending on work location of the successful candidate and other factors including but not limited to, skills, education, experience, working conditions and the local labour market.</p>\n<p></p>\n<p>This position is being posted to fill an existing vacancy.</p>\n<p><b>Interested in this role, but don’t meet every requirement?&nbsp;</b>We encourage you to apply! We know from experience that a candidate doesn’t need 100% of the qualifications listed to bring incredible value to our team. We’re actively seeking diverse backgrounds and perspectives to help us make insurance better. At Definity, inclusion, diversity, and equity aren’t just “nice to have” — they’re essential to our success.&nbsp;</p>\n<p><b>What’s in it for you?</b></p>\n<ul>\n <li>Hybrid work schedule for most roles</li>\n <li>Company share ownership program</li>\n <li>Incentive Program - Eligible employees may participate in various incentive plans which are paid out at the discretion of the company and subject to individual and company performance.</li>\n <li>Pension and savings programs, with company-matched RRSP contributions</li>\n <li>Paid volunteer days and company matching on charitable donations</li>\n <li>Educational resources, tuition assistance, and paid time off to study for exams</li>\n <li>Focus on inclusion with employee groups, support for gender affirmation surgery, access to BIPOC counsellors, access to programs for working parents&nbsp;</li>\n <li>Wellness and recognition programs&nbsp;</li>\n <li>Discounts on products and services</li>\n</ul>\n<p><b>Go ahead and expect a lot — you deserve it.</b></p>\n<p>It’s better here — but don’t take our word for it. Definity was named by Great Place to Work® as one of the Best Workplaces™ in Canada for women, for youth, and for inclusion.</p>\n<p>Our inclusive work environment welcomes diversity and supports accessibility. If you require accommodation at any time during the recruitment process, please let us know by contacting&nbsp;[email protected].</p>\n<p>This role requires successful clearance of background checks (including criminal checks and leadership references).</p>\n<p></p>\n<p>#LI-Hybrid</p>",
    "ExternalPostedStartDate": "2026-06-03T13:22:02+00:00",
    "ExternalQualificationsStr": "",
    "InternalQualificationsStr": "",
    "OrganizationDescriptionStr": "<div>\n Sonnet is part of Definity, which includes some of Canada’s most long-standing and innovative insurance brands, including Economical Insurance, Sonnet Insurance, Family Insurance Solutions, and Petline Insurance. Our ambition is to be one of Canada’s leading and most innovative property and casualty insurers. We can’t do that without our people, so we embrace and encourage a culture that’s collaborative, ambitious, rewarding, and empowering.&nbsp;\n</div>\n<div>\n <div>\n  <p class=\"MsoNormal\">We offer a flexible, hybrid work experience where employees work from the office and virtually depending on the type of work they are doing and who they are working with. Bring your true self and be a part of our journey. It’s better here.&nbsp;</p>\n  <p class=\"MsoNormal\"><span></span></p>\n </div>\n</div>",
    "primaryLocationCoordinates": [
      {
        "Latitude": "43.65514",
        "Longitude": "-79.43731",
        "CountryCode": "CA",
        "GeographyId": 300000007182476,
        "GeographyNodeId": 300000021020157
      }
    ],
    "ExternalResponsibilitiesStr": "",
    "InternalResponsibilitiesStr": "",
    "InternationalTravelRequired": null
  },
  "list_job": {
    "Id": "9137",
    "Title": "Insurance Representative, Service Experience",
    "JobType": null,
    "Distance": 1780444800000,
    "JobShift": null,
    "Language": "US",
    "WorkDays": null,
    "JobFamily": null,
    "Relevancy": 9,
    "WorkHours": null,
    "Department": null,
    "HotJobFlag": false,
    "PostedDate": "2026-06-03",
    "StudyLevel": null,
    "WorkerType": null,
    "GeographyId": 300000007182476,
    "JobFunction": null,
    "JobSchedule": null,
    "BusinessUnit": null,
    "ContractType": null,
    "ManagerLevel": null,
    "Organization": null,
    "TrendingFlag": true,
    "workLocation": [
      {
        "Country": null,
        "Region1": null,
        "Region2": null,
        "Region3": null,
        "Building": null,
        "Latitude": 43.65189,
        "Longitude": -79.36511,
        "LocationId": 300000007172445,
        "PostalCode": null,
        "TownOrCity": null,
        "AddressLine1": null,
        "AddressLine2": null,
        "AddressLine3": null,
        "AddressLine4": null,
        "LocationName": "Toronto - 351 King E"
      }
    ],
    "LegalEmployer": null,
    "MediaThumbURL": null,
    "WorkplaceType": "",
    "BusinessUnitId": 300000007117075,
    "OrganizationId": 300001030771564,
    "PostingEndDate": null,
    "LegalEmployerId": 300000007170853,
    "PrimaryLocation": "Toronto, ONT, Canada",
    "WorkDurationYears": null,
    "WorkplaceTypeCode": null,
    "BeFirstToApplyFlag": false,
    "WorkDurationMonths": null,
    "otherWorkLocations": [],
    "secondaryLocations": [],
    "ShortDescriptionStr": "",
    "requisitionFlexFields": [],
    "DomesticTravelRequired": null,
    "PrimaryLocationCountry": "CA",
    "ExternalQualificationsStr": null,
    "ExternalResponsibilitiesStr": null,
    "InternationalTravelRequired": null
  },
  "detail_meta": {
    "url": "https://hdks.fa.ca2.oraclecloud.com/hcmRestApi/resources/latest/recruitingCEJobRequisitionDetails?expand=all&onlyData=true&finder=ById;Id=%229137%22,siteNumber=CX_1",
    "http_status": 200,
    "content_type": "application/json",
    "response_bytes": 13930
  },
  "detail_errors": []
}