PL CSR Broker

Company Description MacDowell Insurance Brokers Limited is a full-service, independently owned brokerage based in Burlington, Ontario, with over 139 years of experience serving a wide range of insurance needs. The team focuses on personalized, professional service, offering quality products, efficient support, and tailored advice for every client. By representing many respected insurance companies, MacDowell Insurance matches client needs with coverage options that balance value and protection. The brokerage emphasizes clear communication, competitive quotations, and staying current with industry trends through active association involvement. Team members work in an environment where client livelihoods and assets are carefully safeguarded, and long-term relationships are a priority.

Role Description The PL CSR Broker is a full-time, on-site role based in Burlington, ON, responsible for servicing and supporting personal lines insurance clients. Day-to-day responsibilities include responding to client inquiries, processing policy changes, renewals, and cancellations, and providing clear explanations of coverage, premiums, and options. The role involves preparing quotes, reviewing documentation for accuracy, and liaising with insurers to resolve issues, secure competitive terms, and ensure timely handling of requests. The PL CSR Broker maintains up-to-date client records, follows compliance and underwriting guidelines, and contributes to a positive client experience through proactive communication and follow-up. Collaboration with colleagues, participation in training, and ongoing knowledge development in personal lines products are important aspects of the position.

Qualifications

• Strong customer-focused skills, including Customer Service and Customer Experience, with an ability to build trust and long-term client relationships.
• Experience in client support environments, such as Customer Support and Customer Service Representatives roles, with a focus on professionalism and accuracy.
• Demonstrated commitment to Customer Satisfaction, including effective issue resolution and clear, empathetic communication.
• Ability to manage multiple client requests, prioritize tasks, and maintain detailed documentation in a fast-paced brokerage setting.
• Solid written and verbal communication skills and comfort interacting with clients, insurers, and internal team members.
• Proficiency with insurance management systems, office applications, and basic data entry and analysis.
• Relevant insurance licensing or accreditation (such as RIBO or equivalent) or willingness to obtain, and previous experience in personal lines insurance is an asset.
• High level of integrity, attention to detail, and commitment to regulatory compliance and industry best practices.