Company Overview

Service Broker

Scoop Insurance (Rates.ca Group Ltd.)

The Service Broker role at Scoop Insurance is built for people who find genuine satisfaction in helping others — and who take real ownership of the customer interactions they're trusted with. Our service brokers are the reason customers stay, and the quality of their work shows up directly in the experience we're known for.

No insurance experience is required. We provide full licensing support and structured onboarding. What we look for is naturally dependable, curious, and customer-focused — the kind of person who follows through, communicates clearly, and takes pride in getting things right.

Role Responsibilities

- Handle inbound customer inquiries across phone and digital channels with professionalism and care
- Support customers through policy renewals, identifying retention opportunities and ensuring best-fit coverage
- Process mid-term policy changes and endorsements accurately and efficiently
- Educate customers on their coverage options, identifying opportunities to round out or upgrade coverage where it genuinely serves the customer
- Convert service interactions into sales opportunities — cross-selling and upselling where appropriate and in the customer's best interest
- Adhere to compliance requirements and documentation standards on every interaction
- Maintain accurate records in broker management systems
- Collaborate with team leads and peers to share knowledge and elevate team performance

What We Offer

- Paid licensing training: earn your RIBO license through our structured onboarding program
- Alan Benefits: Health, Vision, Dental (Orthodontics!), Life Insurance, and Critical Illness — premiums fully covered
- Wealthsimple RRSP Matching Program: 2% match after 1 year of service
- Hybrid Work: work from home two days per week after onboarding,



with potential for full-time remote based on performance
- Compensation: competitive base salary with a monthly bonus tied to retention performance and sales activity — brokers who build strong customer relationships and identify the right opportunities within their book are rewarded for both

Scheduled Shifts We are open 8 AM–8 PM Monday to Friday and 10 AM–4 PM Saturday. Starting shifts are 10 AM–6 PM, with approximately one 12 PM–8 PM shift per week. Saturday shifts are occasional, averaging 2–3 per year. Training hours are 9 AM–5 PM.

Who We're Looking For

Genuine care for the customer. The brokers who thrive here are the ones who treat every call as an chance to make someone's day a little easier — not just a task to complete.

Transparent, confident communication. The ability to explain complex information in plain language, and to hold a conversation with warmth and direction even when the topic is unfamiliar or the customer is frustrated.

Sales instinct within a service mindset. The best service brokers here don't just solve problems — they recognize when a customer could be better protected and know how to have that conversation naturally. We're looking for people who can hold both at once: genuine care for the customer and a comfort with asking for the sale.

Attention to detail. Policy changes and renewals require precision. Strong candidates take documentation and accuracy seriously, every time.





Composure under volume. This role involves a steady flow of interactions. The ability to stay present, reset between calls, and bring consistent energy throughout a shift matters here as much as any technical skill.

Accountability and follow-through. Customers trust that what they're told is correct and that commitments will be honoured. A history of reliability and ownership is something we look for and reward.

Coachability. We invest in our service brokers. Candidates who are open to feedback, committed to improving, and willing to work within proven processes advance the fastest.

Post secondary education or work experience is an asset.

If you are looking for the opportunity for your career to take off, you’ve come to the right place! Apply today.

Rates.ca Group Ltd. is an equal opportunity employer and is committed to providing a recruitment process that respects the dignity and independence of all candidates and we will accommodate people with disabilities throughout the recruitment and selection process. Applicants are encouraged to make their needs known in advance if accommodation is required.

We thank all applicants for their interest in a career with Rates.ca Group Ltd. Due to the volume of applications we receive, we may be unable to reply to all applicants. Only those candidates being considered are being contacted.

Pay: From $45,000.00 per year

Advantages

- Casual dress
- Dental care
- Employee assistance program
- Life insurance
- On-site parking
- Paid time off
- RRSP match

Ability to commute/relocate:
- Welland, ON L3B 4N4: reliably commute or plan to relocate before starting work (required)

Education:
- Secondary School (preferred)

Work Location: Hybrid remote in Welland, ON L3B 4N4

📌 Insurance Service Broker (Welland)
🏢 RATESDOTCA Group
📍 Welland