City : Toronto

Category : PERMANENT FULLTIME

Industry : Insurance

Employer : Definity

The Opportunity

The Personal Lines Damage Insurance Agent, Sales & Customer Loyalty, supports Sonnet’s growth by driving new business sales and implementing retention strategies to maximize customer lifetime value. The role’s primary focus is consultative, needs-based sales matching client needs with the right insurance solutions to achieve revenue growth and customer satisfaction.

The Agent also handles interactions with existing customers, reinforcing relationships to retain policies. 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, Sales & Customer Loyalty, the Advisor partners cross-functionally to address risk, compliance, and process improvement opportunities.

What to Expect

• 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 to retain insurance policies.
• Apply consultative sales and retention 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 to keep coverage competitive.
• Own your performance by meeting KPIs like conversion rates, policy units, premium targets, save rates, 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, telephone, 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.

What You Bring 

• Expertise in sales, retention, and loyalty strategies, including advanced win-back and save techniques.
• Deep knowledge of Canadian personal lines insurance Home and Auto coverages, endorsements, and industry best practices.
• Proven consultative approach to sales and retention 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:
  • For Ontario: Active OTL and/or RIBO license is required
  • Preferred Certifications: PAA in progress or completed.

Salary Range: $51,300 - $94,400

High degree of proficiency with English required to service customers, both internal to the company and external, across Canada.