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.
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.
The Opportunity
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.
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.
What to Expect
- Address customer questions related to billing (payments, adjustments, account reconciliations) and policy management (i.e. address changes).
- Support customers by providing guidance as they navigate the Sonnet digital site leveraging co-browse tools to enrich the customer experience.
- Provide accurate, timely, and empathetic service to customers across digital and voice channels within
- defined authority limits.
- Collaborate with cross-functional teams to resolve issues impacting customer experience, sales, and
- retention.
- 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.
- Apply regulatory and compliance knowledge to all policy management activities.
- Proactively look for multiline / cross-selling opportunities on existing business.
- Leverage technology like CRM, telephone, quoting tools, and contact center AI to deliver seamless experiences and achieve first-contact resolution.
- Support customers by providing guidance as they navigate the Sonnet digital site leveraging co-browse tools to enrich the customer experience
- Approve low risk policy and billing exceptions initiated by customers within underwriting appetite and
authority and document business cases to support decisions in Salesforce/Guidewire.
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What You Bring
- Deep knowledge of Canadian personal lines insurance home and auto coverages, endorsements, and industry best practices.
- Exceptional communication skills, with mastery in objection handling and closing techniques.
- Tech-savvy proficiency with CRMs and contact center platforms (e.g., Salesforce, Guidewire, Five9, Medallia).
- Solid understanding of provincial insurance regulations, licensing, and compliance requirements.
- Experience interpreting performance metrics and applying required behaviors to achieve KPIs.
- Digital fluency and adaptability to evolving technologies and retention processes.
- Adaptable, resilient, and able to excel in a fast-paced, high-volume contact center that champions innovation and continuous improvement.
- Education: College diploma or university degree in business, insurance, or a related field.
- Experience: 2–4 years in property and auto insurance. Contact center experience is a strong asset.
- Licensing:
- For Ontario: Active OTL/RIBO license is required.
High degree of proficiency with English required to service customers, both internal to the company and external, across Canada.
Salary Range: $45,000 - $82,100
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.
This position is being posted to fill an existing vacancy.
Interested in this role, but don’t meet every requirement? 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.
What’s in it for you?
- Hybrid work schedule for most roles
- Company share ownership program
- 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.
- Pension and savings programs, with company-matched RRSP contributions
- Paid volunteer days and company matching on charitable donations
- Educational resources, tuition assistance, and paid time off to study for exams
- Focus on inclusion with employee groups, support for gender affirmation surgery, access to BIPOC counsellors, access to programs for working parents
- Wellness and recognition programs
- Discounts on products and services
Go ahead and expect a lot — you deserve it.
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.
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 [email protected].
This role requires successful clearance of background checks (including criminal checks and leadership references).
#LI-Hybrid
