Commercial Lines CSR Team Lead

Commercial Lines CSR Team Lead

Internal Job Posting

LOCATION: Hamilton, Simcoe, or St. Catharines office. Travel to other offices is required.

Morison Insurance is currently seeking a Team Lead for our Commercial Lines Customer Service Representative team!

Position Responsibilities The Commercial Lines CSR Team Lead will complete regular duties of a CSR and provide day-to-day guidance to the CSR team to ensure our Commercial Lines Client Account Managers and clients are supported in a timely and accurate fashion.

• Accountable for a group of Account Managers (Regular CSR duties)
  
  
  
  • Certificate of Insurance processing
  
  
  • Policy endorsements and invoicing
  
  
  • New business setup and processing
  
  
  • Cancellations and renewals
  
  
  • Abeyance system maintenance and accuracy
  
  
  • Renewal list management for Account Managers
  
  
  • Driver report ordering and processing
  
  
  • Other duties as required
  
  
  
  


• Audit CSR activities across assigned Account Manager books (including but not limited to):
  
  
  
  • Certificate of Insurance processing
  
  
  • Policy endorsements and invoicing
  
  
  • New business setup and processing
  
  
  • Cancellations and renewals
  
  
  • Abeyance system maintenance and accuracy
  
  
  • Renewal list management for Account Managers
  
  
  • Driver report ordering and processing
    
  
  
  
  


• Epic account setup and maintenance


• Communication and feedback with CL Managers on process improvements


• Work with CSR Manager to communicate process updates/changes; results from audits


• Actively monitor CSR workload distribution across Account Manager assignments


• Involvement in Company Audits


• Ongoing Epic Optimization Assessment


• Support CSRs with their assigned Account Manager books as needed


• Provide training and mentoring to CSR team members as required


• Serve as an escalation point for complex processing issues and client inquiries


• Maintain expert knowledge of commercial insurance products and processing requirements


• Create a teamwork and client service-oriented environment.


• All other duties as required

Skills You Will Need To Succeed

• A Registered Insurance Broker License (RIBO) is required


• Minimum 2-5 years of experience in a Commercial Lines Customer Service role


• Strong knowledge of commercial insurance processing, including certificates, endorsements, and renewals


• Demonstrated teamwork skills and ability to collaborate across departments


• Solution-oriented approach to problem solving


• Demonstrated accountability and ability to take ownership


• Innovative and creative thinking


• Solid understanding of abeyance systems and renewal management processes


• Strong organizational and time management skills are imperative in this role


• Ability to meet deadlines and targets consistently while guiding others


• Proficient in Applied Epic and commercial insurance processing workflows


• Experience with driver report ordering and Epic account setup


• Excellent written and verbal communication skills in English


• Ability to train and mentor team members effectively


• Additional industry designations such as CAIB, CIP, or CISR are considered an asset


• Consistently demonstrates the values of Morison Insurance

Values We Live By

• Go Beyond - Be exceptional, shine brightly


• Evolve - Think outside the box


• Own It - Empowered to deliver


• Our Promise - Do the right thing


• Unified - Together as one

What We Offer

• Competitive salary


• RRSP Matching Plan


• Group Benefits Plan (health, dental, vision)


• Employee Assistance Program


• 4-weeks of vacation


• Paid personal days and extra days off at Christmas


• Monday to Friday work schedule – 8:30 am - 4:30pm


• Growing insurance brokerage with access to many markets


• Continuing Education


• Modern offices and technology that supports teamwork, skills development, and collaboration


• Our offices close early on Fridays of long weekends from May to October


• Full commission on employee home and auto policies

Accommodations Morison Insurance prides itself on being an equal opportunity employer. Disability-related accommodations are available by request during any/all stages of the application process. If you have any special requirements, please advise the interviewer during the recruitment and selection process. For more information regarding disability-related accommodation, please email [email protected]