Posted: June 4, 2026
Aggregated from oraclecloud. View original posting at hdks.fa.ca2.oraclecloud.com. Apply directly with the employer.
Insurance Representative, Customer Service Experience is listed at Definity in Toronto, ON. The Beaver Board aggregates this opening from the employer's career page — apply using the button below to reach the official application. Browse more jobs at Definity.
Overview
Definity, a leader in Canadian insurance, is actively seeking an Insurance Representative to join our dynamic team in Toronto, Ontario. This pivotal role offers a unique opportunity to deliver exceptional customer service experience within Sonnet's digital Contact Centre. As an Insurance Representative, you will be the primary point of contact for customers, providing expert guidance on various insurance products, policy details, and billing inquiries. Our commitment to customer satisfaction drives us to empower service professionals who are empathetic, transparent, and dedicated to regulatory compliance. This position is perfect for someone passionate about leveraging digital tools to enhance the customer experience in a fast-paced, innovative environment, contributing to operational excellence and regulatory compliance.
Key Responsibilities and Impact
In this role, your primary responsibility will be to assist customers with a wide range of insurance matters, ensuring a seamless service experience. You will expertly handle billing questions, including payments, adjustments, and account reconciliations, while also facilitating simple policy management changes such as address updates. A significant part of your contribution will involve supporting customers as they navigate Sonnet’s digital platform, utilizing co-browse tools to enrich their online experience. You will provide accurate, timely, and empathetic service across both digital and voice channels, always operating within defined authority limits. Furthermore, you will collaborate with cross-functional teams to resolve issues that impact customer experience, sales, and retention. Applying foundational insurance knowledge and billing expertise, you will proactively identify opportunities for multiline and cross-selling, contributing to operational excellence and compliance in a digitally enabled environment. Your experience in applying regulatory and compliance knowledge to all policy management activities will be crucial.
What You'll Bring to Our Team
To excel in this service-oriented role, candidates should possess deep knowledge of Canadian personal lines insurance, specifically home and auto coverages and endorsements, coupled with industry best practices. We are looking for professionals with 2-4 years of experience in property and auto insurance, with prior contact centre experience considered a strong asset. A college diploma or university degree in business, insurance, or a related field is typically expected. Exceptional communication skills, including mastery in objection handling, are essential for providing superior customer service. You should be tech-savvy, proficient with CRMs like Salesforce and Guidewire, and comfortable with contact centre platforms. A solid understanding of provincial insurance regulations, licensing, and compliance requirements is mandatory, and for Ontario, an active OTL/RIBO license is a prerequisite. Your digital fluency and adaptability to evolving technologies will be key in delivering seamless customer experiences and achieving first-contact resolution. We value individuals who are adaptable, resilient, and thrive in a fast-paced, high-volume environment dedicated to continuous improvement. The salary range for this position is $45,000 - $82,100; however, the actual salary may vary based on work location and other factors such as skills, education, and experience.
Why Join Definity?
Joining Definity means becoming part of a leading Canadian insurance provider that values its employees and customers equally. We offer a flexible, hybrid work experience that balances office and virtual work, promoting a healthy work-life integration. Our comprehensive benefits package includes a company share ownership program, an incentive program tied to individual and company performance, and robust pension and savings programs with company-matched RRSP contributions. We are committed to fostering an inclusive work environment, providing resources for professional development, including tuition assistance and paid time off for exams. Definity has been recognized as one of the Best Workplaces™ in Canada for women, youth, and inclusion, reflecting our dedication to a rewarding and empowering experience for all. Your contribution will help us continue to make insurance better for our customers across Canada, within a culture that is collaborative, ambitious, rewarding, and empowering.
