Commercial Insurance Broker, Client Service

Job Description

Job Description

Commercial Service Broker, Client Service & Risk Management

Location: Vaughan, ON

Role Type: Permanent | Full-Time

About the Opportunity

This pivotal role is with a leading Insurance Brokerage, distinguished by its focus on complex commercial and institutional risk, integrity, and operational excellence. You will join the Commercial Lines team, serving as the primary client-facing service and technical expert that drives retention and client satisfaction across a sophisticated book of business.

Your work requires superior technical expertise, meticulous attention to detail, and proactive client advocacy across the entire policy lifecycle. This includes managing day-to-day service, executing complex renewals and endorsements, providing claims advocacy, and supporting growth initiatives. You act as the trusted operational liaison for clients, ensuring timely, accurate, and tailored insurance solutions that protect their assets and organizations.

Why This Role is a Great Fit for You

If you are a licensed insurance professional who combines deep technical mastery with strong relationship management intuition, this position offers a profound opportunity to be the operational backbone of a high-value, complex book of business.

• You will leverage your expertise to focus on client retention, complex renewals, and proactive service delivery, with a supportive role in new business development (no primary sales quota).
• You will gain continuous, deep expertise in analyzing institutional and complex commercial risk profiles, interpreting challenging coverage language (e.g., Property, Liability, Cyber, D&O), and navigating dynamic carrier markets.
• This is the perfect role for an expert who thrives on managing high-stakes relationships and complex policy analysis, translating technical compliance and policy language into client peace of mind.

What You'll Be Doing

Your mission is to maintain exceptional service and technical integrity across the customer lifecycle:

Client Relationship Management & Service

• Serve as the primary service contact for assigned commercial accounts, promptly responding to all inquiries regarding coverage, certificates, billing, and claims status, aiming for immediate or same-day response where possible.
• Clearly explain coverage and limits to clients, discuss product enhancements, and proactively develop existing coverage through up-selling, rounding accounts, and cultivating referrals.
• Maintain a professional demeanor when handling complaints, solving problems, and resolving conflicts.

Policy & Renewal Management

• Proactively manage and execute the renewal process days out), including reviewing policies, rating, remarketing where necessary, recommending coverage enhancements, and flawlessly processing complex policy endorsements.
• Prepare quotes and applications for new business or remarkets, and process client change requests.
• Maintain the Broker Management System (BMS), documenting all client conversations, resulting activity, renewal reviews, recommendations, and ensuring abeyances are reviewed daily to prevent backlog.

Financial & Compliance Management

• Resolve issues regarding client premiums, account reconciliation, and aged receivables; efficiently manage the collection of payments and ensure all premium, taxes, and fees are collected prior to binding.
• Maintain deep, up-to-date knowledge of commercial insurance products and regulatory environments, ensuring all documents and transactions adhere to professional standards and the Privacy Act.

Claims Advocacy & Sales Support

• Act as the primary brokerage contact for all claims, immediately reporting them, collecting necessary information, communicating updates between the client and carrier, and following up to ensure a satisfactory resolution.
• Collaborate with Sales Brokers to gather information, rate new business applications, and prepare comprehensive coverage proposals to drive the firm's growth initiatives.

What You Bring

Licensing & Experience

• Licensing: Current registration as an insurance broker (e.g., RIBO) or a commitment to achieve licensing within 60 days of hire is required.
• Experience: A minimum of 3-5 years of commercial insurance experience is required.

Education & Technical Acumen

• Education & Designation: High School education is required. Completion of a university degree or an industry designation (e.g., CIP, CRM, CAIB, FCIP) or active pursuit of one is desired.
• Technical Acumen: Demonstrated proficiency with industry Broker/Agency Management Systems (e.g., PowerBroker, Vertafore, Applied Systems, EPIC, TAM) and advanced skills in MS Office (Outlook, Excel, Word).

Mindset & Commitment

• Mindset: Exceptional attention to detail, superb interpersonal skills, and effective listening. Must be a highly organized, process-driven self-starter with strong written and oral communication skills, and the proven ability to analyze, form independent judgments, and thrive in a high-volume, fast-paced environment.
• Commitment: Integrity, sound ethical standards, and a commercial savvy that supports the success of our clients, carrier partners, and the firm.

Why Join

• Career Advancement: Solidify a specialized career path as a trusted advisor in complex commercial risk management.
• Impact: Directly influence client retention and satisfaction, serving as an indispensable technical expert on a high-performing team.
• Expertise: Continuously strengthen critical skills in market analysis, regulatory compliance, and complex policy analysis and interpretation.
• Environment: Work in a professional environment that values discipline, expertise, precision, and collaboration.

At Leap we are an Equal Opportunity and Affirmative Action employer. That means all applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status. Leap will not tolerate any discrimination or harassment based on any of these characteristics. Leap encourages applicants of all ages.