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Greenstone Financial Services Canada

Customer Support Advisor (LLQP Licensed)

Toronto, ON, Canada
North York, ON, Canada

Full-time

Apply About employer

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Job details

Job type: Full-time
Apply by: Nov 18, 2026
Experience: Call Centre Experience: 1-2 years in a service, sales, customer service and relationship management
Posting language: English
Posted: Oct 19, 2026

Original job description

ONLY CANDIDATES WITH THEIR LLQP WILL BE CONSIDERED AT THIS TIME

We are looking for dynamic and motivated individuals who pride themselves on delivering the best possible customer experience to join our fantastic Customer Support Team!

PURPOSE OF THE ROLE

Establish and nurture meaningful relationships with clients to support their journey from providing insurance advice, advising on inquiries and addressing concerns our clients might have throughout the lifetime of the policy. This includes inbounds and outbounds, attending to scheduled callbacks, assisting with payment-related inquiries, capturing answers on UW questions, handling complaints, addressing concerns or answering policy related inquiries, and addressing clients’ needs. The advisor will ensure that every client interaction is completed with excellent client experience. 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 Loyalty & Revenue Optimization

Handle a wide range of client requests, including correspondence requests, payment arrangements, policy detail updates, coverage adjustments, further disclosures, claims intake and refund processing, in accordance with documented guidelines.
Understand the system and actively listen to client’s financial issue to support premium collection through relationship-driven communication
Provide accurate, clear information to clients while maintaining a professional and empathetic approach across all interactions.
Provide insurance advice to assist clients with understanding the features and benefits of the policy, ensuring clients have adequate insurance coverage for the needs as well as manage/adjust the policy with clients throughout the lifetime of the policy.
Follow and apply all quality assurance, compliance guidelines, and maintain accurate records at all times
Resolve client complaints with empathy and escalate calls when necessary to ensure timely resolution.
Accurately document all interactions 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

Build lasting relationships through active listening, empathy, and personalized engagement to build rapport and foster trust and long-term loyalty.
Ensure all client requests are managed within agreed service standards whilst also adhering to the process requirements of the business.
Investigate and resolve client inquiries,
Address client complaints professionally and empathetically, ensuring timely resolution and a positive experience.
Leverage CRM tools and client insights to tailor interactions and proactively anticipate client needs.
Consistently deliver accurate information and maintain a high standard of customer service across all touchpoints.
Participate actively team huddles and team initiatives such as performance incentives to drive KPIs and enhance service quality.
Monitor and report trends and emerging trends for potential optimization on existing process or new processes to enhance efficiency and provide 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, customer service and relationship management
Client Relationship Management: Proven experience in customer engagement, ideally within insurance, financial services, or other client-facing sectors.
Communication Skills: Warm, enthusiastic, and engaging phone presence with a natural ability to build rapport and foster strong client relationships that support business outcomes.
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 engagement strategies.
Attention to Detail: Demonstrated accuracy in handling client information and transactions.
Financial Literacy: Ability to clearly explain financial arrangements, health and lifestyle planning, and policy-related financial matters.
Sales & Retention Expertise: Proven ability to communicate product features and benefits effectively, with a track record in sales, service, and retention.
Client-Centric Problem Solving: Strong ability to understand client concerns and offer tailored solutions aligned with business objectives.
Empathy & Complaint Resolution: Skilled in managing client complaints with empathy and professionalism, ensuring positive outcomes.
Analytical Thinking: Highly developed problem-solving skills and the ability to think critically under pressure.
Work Ethic: Positive, proactive, and self-motivated approach to work.
Time Management: Exceptional organizational skills with the ability to prioritize and manage tasks efficiently.
Autonomy: Comfortable working independently in a fast-paced call centre environment.

BENEFITS

That's why you can expect to be rewarded for the hard work you put in through job satisfaction, career development and the fantastic range of benefits we offer:

What's in it for you?

Meaningful training and onboarding program to set you up for success, plus ongoing coaching and support
4 weeks vacation per year
10 paid sick days per year
Hybrid role – 3 days in office and 2 days work-from-home (following successful transition to the sales floor)
100% employer paid health benefits from day 1 including $500 Healthcare Spending Account
Parental leave top-up
5% RRSP matching after 3 months of service
Learning and growth opportunities
Will pay for memberships and renewals/ongoing licensing costs for relevant provinces
Free weekly lunches, epic social events, and more!

Apply Now!

If this role interests you, we would love to hear from you!

Apply About employer

More about this job

Responsibilities

Support clients throughout the life of their insurance policies by answering inquiries, providing insurance advice, handling payments and policy changes, and resolving complaints. Maintain accurate and compliant records, build client loyalty, meet performance targets, and contribute to improvements in service processes.

Requirements

An LLQP certification is required, with a minimum of Ontario licensing, and candidates should have one to two years of call centre or client-facing experience. The role also requires strong communication and relationship-building skills, CRM familiarity, accuracy, financial literacy, and the ability to resolve client concerns empathetically.

Skills

Customer Service
Insurance Advice
LLQP Licensing
Active Listening
Empathy
Complaint Resolution
Sales And Retention
Communication
CRM Platforms
Problem-Solving
Attention To Detail
Financial Literacy
Time Management
Policy Administration
Compliance

Benefits

Training And Onboarding
Ongoing Coaching And Support
Four Weeks Of Vacation
Ten Paid Sick Days
Hybrid Work Arrangement
Employer-Paid Health Benefits
Healthcare Spending Account
Parental Leave Top-Up
RRSP Matching
Learning And Growth Opportunities
Licensing Costs And Memberships
Weekly Lunches
Social Events

Visa sponsorship

Not detected in the job text

Keywords

LLQP
Life Insurance
Insurance Advice
Customer Support
Call Centre
CRM
Client Retention
Premium Collection
Policy Administration
Coverage Adjustments
Payment Arrangements
Claims Intake
Refund Processing
Underwriting Questions
Complaint Resolution
Quality Assurance
Compliance
Client Experience
Sales
Financial Literacy
Performance Targets
Cross-Functional Collaboration
Ontario Insurance Licensing

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