At GoToInsure, we’re more than a growing insurance brokerage serving the Atlantic Provinces — we’re building a workplace where people genuinely want to be. Proudly powered by Synex, our culture is deeply rooted in our values of Teamwork, Customer Service, Integrity, Respect, Above & Beyond, and Commitment.

We offer a competitive total compensation plan, which includes an employer matched retirement plan and comprehensive employee benefits. Every employee receives their birthday off, and benefit from a company-wide holiday break between Christmas and New Year’s to support work-life balance.

Growth and opportunity are part of our focus as an organization — we actively invest in training and development, empowering employees to take the next step in their careers. We actively work towards celebrating successes and showing appreciation through meaningful recognition which reflects individual contributions.

Beyond the workplace, we foster a strong sense of community and belonging. Our inclusive environment encourages employee engagement and makes space for everyone to thrive.

At GoToInsure, we’re proud of the culture we’ve built & continue to build upon — one that values people first, supports personal and professional fulfillment, and truly sets us apart.

The Training & Compliance Specialist plays a key role in developing confident, capable, and client-focused employees. This role supports new hires from their start through to working independently by building structured training plans, coaching client service skills, and reinforcing a strong understanding of our processes, systems, and expectations.

Working closely with the Processing Team, the Training & Compliance Specialist develops a practical understanding of the back-office work that supports our brokers and clients. This operational knowledge allows the incumbent to provide relevant onboarding, ongoing training, coaching, and process support to new and existing employees.

In addition to hands-on training, this position helps elevate our client experience through consistent activity and call audits. Using audit tools and scorecards, the Training & Compliance Specialist evaluates compliance, accuracy, client experience, and “wow factor,” delivering clear feedback to leaders and employees and identifying opportunities for continuous improvement.

This is a hands-on, people-centric role suited to someone patient, knowledgeable, detail-oriented, and energized by helping others grow. A positive attitude and the ability to simplify complex processes into practical training moments are essential.

KEY RESPONSIBILITIES
1. New Hire & Employee Development

- Partner with the Personal Lines Manager, Processing Team,



and relevant leaders to create structured onboarding and role-specific training plans for new hires.
- Deliver training in personal lines workflows, client service, sales fundamentals, back-office processing, and system and insurer portal navigation.
- Facilitate interactive learning, including role plays, simulations, de-escalation practice, objection handling, and scenario-based training.
- Track learner progress and readiness, providing regular updates to the Training Manager and relevant leaders.
- Support the transition from new hire to independent employee through coaching, practice sessions, job shadowing, and reinforcement.

2. Staff Training & Knowledge Support

- Coordinate and deliver continuous process-based training for all staff, including new processes, updates, major changes, and refresher training.
- Develop short-form training materials for huddles and staff meetings (“trainer tips,” micro-lessons, quick hits).
- Maintain and contribute to an organized knowledge base, ensuring training documents, guides, and walkthroughs remain accurate and accessible.
- Partner with leaders and subject matter experts to update content following workflow, compliance, or system changes.

3. Processing Team Partnership & Back-Office Training

- Work closely with the Processing Team to maintain current, hands-on knowledge of back-office workflows, service standards, common errors, and training needs.
- Develop and deliver practical training on reviewing completed policy changes, confirming accuracy, and reading and closing all relevant tasks once changes have been received and checked.
- Train employees to identify policy document or mid-term adjustment errors and follow the appropriate correction process, including contacting the insurer or referring the correction to the Portal Team.
- Provide training and support on reviewing payment reminder notices, completing insurer portal transactions as requested, updating client information, and notifying Account Managers of large premium changes.
- Build employee capability to review incoming renewals for missing coverages, significant premium increases, and other items requiring Account Manager attention.
- Reinforce accuracy standards for policy details, limits, premiums, client information, processing documentation, and established procedures.
- Support employees in monitoring assigned workflow queues, meeting service turnaround standards,



and completing processing work efficiently in support of Account Managers and service teams.
- Use feedback from the Processing Team, Account Managers, and audit results to identify recurring knowledge gaps and develop targeted coaching, job aids, and refresher training.

4. Auditing & Quality Assurance

- Conduct regular call and activity audits using an established audit scorecard to evaluate compliance, accuracy, tone, and overall client experience.
- Provide summarized clear, actionable feedback on strengths and growth opportunities, for coaching
- Maintain and update the audit scorecard in partnership with the leadership team, ensuring consistency, calibration, and alignment with expectations.
- Review audit trends and prepare summary insights for leaders to support coaching discussions and continuous improvement.
- Identify training needs based on audit patterns and collaborate on developing targeted training or refreshers.

5. Collaboration & Culture

- Work closely with all departments to ensure training and auditing support broader operational, client experience, and service goals.
- Promote a culture of learning, curiosity, and continuous improvement.
- Model patience, positivity, and professionalism - especially when working with new or developing brokers.

QUALIFICATIONS

- Bilingual (English and French) with strong written and verbal communication skills
- Minimum of 2 years experience as a successful insurance broker/advisor
- Emphasis on customer experience, retention and technical/systems skills
- Level 1 Insurance Agent certification required at minimum
- Full CAIB or CIP designation considered an asset
- Strong working knowledge of personal lines workflows, policy documentation, insurer portals, and back-office processing activities
- Experience training, coaching, mentoring, or supporting the development of new employees
- Strong attention to detail and the ability to identify errors, trends, and opportunities for process improvement
- Ability to explain technical processes clearly and adapt training to different learning needs

WORK SETTING

- Employees work a 35 hour work week (Monday to Friday 8:30 am to 4:30 pm).
- Travel to various offices to help with training needs.
- Remote, within NB.

We welcome applications from all interested individuals; however only those candidates selected for an interview will be contacted.​

Job Types: Full-time, Permanent

Benefits:

- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- Paid time off
- RRSP match
- Vision care

Experience:

- Insurance: 1 year (preferred)

Language:

- English (preferred)
- French (preferred)

Licence/Certification:

- Level 1 Insurance Agent Certification (preferred)

Work Location: Remote

📌 Training and Compliance Specialist (New Brunswick)
🏢 GoToInsure.ca
📍 New Brunswick