Customer Service Representative (Bilingual - must speak English & Mandarin or Cantonese)

Job Title: Customer Service Representative (Bilingual - English & Mandarin/Cantonese)
Location: 505 Hwy 7 #311, Thornhill, ON L3T 7T1
Employment Type: Full-time / Permanent / 5 Days in Office
Salary Range: $50,000 - $60,000
Reason for Vacancy: Replacement

Who we are:
CIS Insurance Brokers (Canada) Ltd., powered by My Insurance Broker, is a proud family-owned and Canadian-operated brokerage. As one of Ontario's fastest-growing online brokerages, we have established strong partnerships with Canada's leading insurance companies.

With multiple offices across Southern Ontario and a dedicated support centre in Richmond Hill, we are committed to providing our clients with competitive pricing, comprehensive coverage, and exceptional service.

About the role
We are looking for a detail-oriented and client-focused Customer Service Representative to join our team. In this role, you will provide exceptional support to brokers and clients by handling endorsements, billing inquiries, claims assistance, and day-to-day service requests.

You will play an important role in ensuring insurance transactions are processed accurately, efficiently, and in compliance with company and industry requirements. The ideal candidate is an excellent communicator who can build strong relationships with brokers, clients, carriers, and internal teams while delivering timely and professional service.

What you’ll be doing:
Endorsements & Policy Changes

Handle endorsement requests, including adding or removing drivers, vehicles, and coverage; processing address changes; vehicle substitutions; and cancellations.
Prepare required documentation for endorsements, such as bills of sale, confirmation of insurance, safety certificates, and temporary liability slips.
Request underwriting details and coverage information for new property locations (e.g., year built, construction type, and home updates) and prepare insurance binders for lawyers.
Collect necessary reports (AutoPlus, DASH, MVR, driver licensing history) and signed forms for driver or coverage changes as required.
Add applicable endorsements (e.g., OPCF 43/43A) for new vehicles.
Submit change requests and schedule follow-ups in EPIC for Brokers.
Maintain accurate records of ownership documents and other endorsement-related files in EPIC.
Follow up on outstanding endorsements as required by Junior Underwriting
Process cancellation requests as needed.
Provide coverage for Brokers during their absence.

New Business & Remarketing

Transfer quotes from ARS to EPIC.
Prepare policy applications and supporting forms for property and auto policies, including consent forms, payment forms, optional coverage forms, and temporary slips.
Support Brokers with renewal and remarketing requests by issuing binders, liability slips, and certificates of insurance.

Billing & Payments

Process premium payments accurately and on time.
Update client banking or credit card information as requested.
Verify billing status, including cancellations for non-payment, and confirm reinstatement options with carriers.
Respond to inquiries regarding account statements, payment methods, and credit card updates on carrier portals or agency bill matters. Ensure appropriate documentation is include in the accounting binder at reception.

Claims Assistance

Report claims to insurance carriers and inform Brokers. Attach all claim notices to EPIC.
Follow up with carriers regarding claims progress and include Brokers in correspondence.

General Support

Handle client and broker inquiries via phone and email promptly and professionally.
Prepare and send DocuSign application requests to clients.
Check broker slots daily, scan and email notices, and record details in EPIC.
Provide backup support for team members during absences.
Perform other duties as required.

What we need you to bring:

Must be fluent in English AND Mandarin or Cantonese.

Undergraduates Degree or or equivalent professional industry experience.

RIBO (Level I) License.
Minimum 1 year of experience in a general insurance brokerage (preferred).
Minimum 1 year of experience in servicing personal lines.
Experience working with EPIC and COMPU quote is considered an asset.
Proficient with insurance policy systems as well as MS Office (Excel, Word, Outlook).
Excellent verbal and written communication skills.
Demonstrated ability to handle multiple priorities successfully.
Excellent verbal and written communication skills.
Strong analytical, time management and organizational skills
Strong attention to detail and efficient keyboarding skills.
Ability to work independently and as part of a team.

CIS Insurance Brokers is an equal opportunity employer committed to fostering an inclusive, respectful, and diverse workplace. We are committed to providing accommodation upon request for applicants and employees with disabilities, in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA). If you require accommodation at any stage of our hiring process, please inform us and we will work with you to meet your needs.

Your application will be reviewed by a member of our recruitment team who will carefully assess your qualifications - never AI. We thank all candidates for their interest, however, only those selected for an interview will be contacted.