Client Services Representative

CMB is a place where driven professionals come to build meaningful careers in a vital and evolving industry. We foster a values-based culture that emphasizes collaboration, continuous learning, and personal growth. With structured development programs, clear advancement opportunities, and a strong commitment to internal talent, CMB empowers its team members to thrive and make a lasting impact.

What do we offer?

• Competitive & Unique Compensation Structures – Designed to reward performance and support long-term career growth.
• Growth Opportunities – Clear paths for advancement and internal promotions.
• Benefits Active Day One – Enjoy full health and wellness coverage from your first day.
• Award-Winning Employer – Recognized as a Top Insurance Employer four years in a row.
• Supportive Culture – A values-driven workplace that prioritizes collaboration and respect.
• Mentorship & Leadership Training – Structured development for those with leadership aspirations.
• Education Support – Licensing, training, and course grants to help you grow professionally.
• Industry Stability – Be part of an essential and resilient sector with long-term demand.
• Modern Work Environment – Tools, tech, and flexibility to help you do your best work.

As a Client Service Representative (CSR), you will report directly to your Service Supervisor and contribute to the servicing of client requests. Specific duties that a CSR would be expected to perform are as follows:

Client Service

• Focus on client service including timely response to telephone and email enquiries by creating expectations and timelines for work completion with a proactive service approach.
• Ensure the proper and appropriate use of company processes and procedures, including brand maintenance, as required when performing the tasks below:
• Prepare correspondence, pink cards, endorsement requests, client record books, schedules, finance contracts, invoices, cover notes and cancellation requests, claims requests and notice of loss as determined.
• Coordinate and prepare certificate requests such as mortgagee requests, lessor, loss payable, additional insureds, CSIO, ISNetWorld.
• Update Epic with accurate policy information, assist with all schedules, create and complete appropriate abeyances & support with the preparation of new business submissions as required.
• Create accurate invoices for endorsements, renewals, policy audits, memos, binder bills, and financing.
• Maintain, update, and organize computer and paper files utilized by the department.
• Mail – incoming mail (Canada Post, ICS and Courier) sorted, time stamped and processed into the system, as required.
• Mail – outgoing; letters, envelopes, prepare all courier waybills, accurate mailing labels and appropriate postage.
• Scanning, filing, and light office duties, as required.
• Other duties that may be assigned.

Team Support

• Be familiar with and follow company policies and procedures as established (Employee Handbook, Renewal Procedure, Claims Procedures, Collections and AR procedures, etc.)
• Respond to and address all client inquiries and requests in a timely manner
• Report any problems on potential lost accounts before occurrence to the Service Supervisor
• Report all potential bad debts immediately to the Service Supervisor
• Take all steps to prevent Errors & Omissions, and report any potential E&O to the Service Supervisor

Office Support

• Attend and participate in Account Manager/CSR meetings, general staff meetings, company functions
• Appropriately utilize all programs and portals as required
• Other related duties as assigned

This job operates in a professional office environment. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.