_{25th August, 2026}

At Duliban Insurance, our values of honesty, integrity, and hard work guide everything we do—from our innovative approach to insurance to our commitment to the communities we serve. We strive for excellence while staying true to our local roots. Duliban Insurance Brokers is an award-winning, third-generation brokerage and a divisional brokerage of The McDougall Insurance Group. Consistently recognized as a top insurance workplace, we are proud of the reputation we've built for both exceptional client service and a strong team culture. With offices across Niagara and Haldimand, our team is dedicated to helping clients find simple, affordable solutions for their auto, home, business, and farm insurance needs. Become a valued member of the Duliban Dream Team and work alongside dedicated, motivated individuals who are passionate about serving our clients and communities.

Job Title: Customer Service Professional
Department: Personal Lines Service
Reports To: Personal Lines Service Manager
Compensation Range:  $50,000 - $65,000 per annum
Hours of Work: Monday to Friday, 8:30am to 4:30pm (37.5 hours per week), with rotating Saturday shifts from 9:00am to 2:00pm (approximately one Saturday every other month)
Work Location: Grimsby, Ontario, Canada
 This is an on-site position and training may take place in Welland, Ontario.
Position Type: Permanent, Full-Time
Vacancy Status: Existing

Primary Responsibilities

• Provide quality service to personal lines clients, resolving discrepancies efficiently and respectfully by answering incoming calls, communicating digitally, or in person.
• Manage client requests from a variety of methods including policy changes, endorsements, and billing inquiries.
• Review policies and recommend coverages to clients based on individual needs.
• Assist clients in reporting claims and provide support throughout the claims process while liaising with insurance carriers to ensure smooth resolution.
• Respond to requests for policy documentation and clarifications, ensuring accurate and timely follow-up.
• Quote coverages and ensure clear communication of options, premium differences, and the value of different coverages.
• Oversee specialty products such as PAL, Hagerty, and Elite policies, ensuring proper handling and client education regarding these niche coverages.
• Collaborate with other departments, including sales, underwriting, etc. to provide seamless, team-based service experience.
• Uphold all company health and safety policies, ensuring a safe environment for all.
• Demonstrate professionalism and integrity in all client and colleague interactions, always ensuring confidentiality and trustworthiness.
• Participate in ongoing training, workshops, and development initiatives to enhance product knowledge, service skills, and regulatory understanding.

Required Skills and Qualifications

• Minimum 2 years of experience in personal lines insurance or similar client-facing experience
• Demonstrates a high degree of professionalism and integrity
• Has excellent interpersonal and communication skills
• Works well within a team and independently
• Pays close attention to detail and multitasks with a high level of organization and accuracy
• Approaches learning and professional development with enthusiasm
• Ability to work full-time Monday through Friday, with rotating Saturday shifts

Other requirements: Valid RIBO license in good standing.
  
RIBO
RIBO stands for the Registered Insurance Brokers of Ontario. RIBO regulates the licensing, professional competence, ethical conduct and insurance related financial obligations of all independent general insurance brokers in the province of Ontario. To learn more please visit https://www.ribo.com/
  
Benefits

• Comprehensive benefits package, including medical, dental, and vision coverage
• Health Spending Account (HSA)
• RRSP and DPSP programs
• Paid personal days
• Competitive vacation entitlement
• Paid time to volunteer in the community
• Ongoing training and professional development opportunities

Accommodation
Duliban Insurance Brokers Ltd. is committed to providing accommodations throughout the recruitment process 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 the hiring process, please let us know and we will work with you to meet your needs.
  
Artificial Intelligence (AI) Hiring Disclosure
Duliban Insurance Brokers Ltd. does not use artificial intelligence (AI) to screen, assess, or select applicants for employment. Every application and resume is reviewed by a member of our hiring team.
  
Equal Opportunity Employer
Duliban Insurance Brokers Ltd. is an equal opportunity employer. Employment decisions are based on qualifications, merit, and business needs. We are committed to fostering a respectful, inclusive workplace where equal employment opportunities are available to all applicants and team members.

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