City : Toronto

Category : PERMANENT FULLTIME

Industry : Insurance

Employer : Definity

As an Insurance Advisor, Sales, you play a key role in driving Sonnet’s growth by converting new business opportunities and delivering tailored home and auto insurance solutions that protect clients when they need it most. This role emphasizes consultative, needs-based selling, ensuring every recommendation aligns with client priorities to achieve both revenue growth and exceptional customer satisfaction.

Beyond new sales, you’ll strengthen relationships with existing customers by identifying multi-line and up-sell opportunities. You are a high-performing, customer-focused professional who demonstrates empathy, transparency, and strict adherence to regulatory guidelines to ensure adherence to the regulatory principle of “fair treatment of customer” expected of licensed Insurance Agents.

Operating within Sonnet’s Digital Contact Centre, you’ll thrive in a collaborative, innovative environment that values both team and individual success. Reporting to the Team Leader, Sales, you’ll also partner cross-functionally to address risk, compliance, and process improvement initiatives—helping shape a seamless, customer-first experience.

• Handle inbound and outbound inquiries across digital channels, delivering expert advice on Auto, Home, and other personal lines insurance.
• Inspire customer confidence by building relationships that uncover customer needs, identify profiles, and recommend tailored coverage solutions.
• Apply consultative sales techniques, assess risk, understand customer financial goals, and provide the best-fit insurance options.
• Drive growth by proactively cross-selling, upselling, and conducting policy reviews for existing customers to keep coverage competitive.
• Own your performance by meeting KPIs like conversion rates, policy units, premium targets, productivity, and customer satisfaction.
• Collaborate with your Team Leader to implement coaching, overcome challenges, and optimize your development.
• Simplify complex insurance terms into clear, transparent language that empowers customers to make informed decisions with confidence.
• Ensure compliance with regulatory and underwriting guidelines and refer customer accounts to Team Leads and Underwriting support when needed.
• Partner with service, underwriting, and billing teams to resolve issues and strengthen customer loyalty.
• Leverage technology like our CRM, telephony, quoting tools, and contact center AI to deliver seamless experiences and achieve first-contact resolution.
• Educate customers on self-service options through Sonnet.ca and our mobile app.
• Share insights about customer trends and experiences to help improve processes and workflows.

• Expertise in customer experience-based sales strategies, including advanced win-back techniques.
• Deep knowledge of Canadian personal lines insurance Home and Auto coverages, endorsements, and industry best practices.
• Proven consultative approach to sales that builds trust and drives long-term customer success.
• 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 your 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 casualty insurance, with prior experience in sales or retention. Contact center or digital sales experience is a strong asset.
• Licensing:
  • Active General Insurance Agent/Broker License is required (e.g., OTL or R.I.B.O. in Ontario).
• Preferred Certifications: CIP (Chartered Insurance Professional) in progress or completed.

Salary Range: $50,200 - $92,500