Customer Service Representative – Erie Mutual Insurance Company
Employer: Erie Mutual Insurance Company
Location: Dunnville, ON
Employment Type: Full time permanent, in-office
Status: New position
Expected Compensation: From $60,000 salary

About Erie Mutual
Erie Mutual Insurance is a 155-year-old company providing Home, Auto, Commercial and Farm Insurance to its valued members. Primarily servicing the Haldimand & Niagara region. We strive to provide an excellent customer experience in a rapidly changing insurance environment.

Role Description
We are seeking a licensed (OTL or RIBO) insurance professional to join Erie Mutual Insurance in a new customer-facing role based in our Dunnville office. This position is designed to strengthen service support for our Sales team while helping us continue to deliver the personalized, relationship-driven experience our members value. At Erie Mutual, we believe excellent service goes beyond answering questions. We want our members to understand the coverage they are buying, feel supported when they contact us, and know they are dealing with a team that genuinely cares about protecting their future. This role is ideal for an insurance professional who enjoys building trust, assisting clients with day-to-day policy needs, and contributing to a positive and professional office experience.

Responsibilities

Provide exceptional day-to-day service to Erie Mutual members in person, by phone, and through written communication

Welcome clients to the office and create a positive, qualified, and helpful customer experience

Assist clients with policy inquiries, changes, endorsements, renewals,



billing-related questions, and general coverage explanations

Help members better understand their insurance coverage and identify solutions that support their needs

Review client information and recommend appropriate coverage options, including opportunities to up-sell or cross-sell where suitable

Support inbound sales and service opportunities by responding to leads and directing inquiries appropriately

Process policy updates accurately and in a timely manner while maintaining strong attention to detail

Work collaboratively with internal departments and external partners to ensure service requests are handled efficiently

Support inspection follow-up, documentation review, and other service-related administrative tasks as needed

Field initial claims-related calls with empathy and professionalism, and guide members through the next steps of the process

Maintain accurate notes, records, and follow-up activities within company systems

Build strong professional relationships with members by providing consistent, knowledgeable, and friendly service

Adapt to evolving workflows, company procedures, and regulatory or service expectations as required

Contribute to a team environment focused on service excellence, responsiveness,



and continuous improvement

Other duties as required

Qualifications

3+ years experience in Personal lines Account management/service experience

Valid Other-Than-Life License (or RIBO) and eligible to be sponsored by Erie Mutual

Strong written and verbal communication skills

Friendly and pleasant demeanor

Highly organized and disciplined to manage workload primarily independently

Skilled at defusing high-tension situations

Experience with Microsoft Office 365 and Dynamics 365 would be beneficial

Ontario College Diploma in Insurance considered an asset

Valid Ontario’s driver’s license

Our Mission
Like most companies, Erie Mutual has a mission, and it’s not about us. It’s about being the best we can be at the worst of times for our members. It’s to hold onto and provide a level of service that we know people appreciate. It’s not just an insurance policy, it’s protecting your member’s future.

Benefits

Health & Dental benefits

Group RSP

Serene commute

Learning oriented environment

Educational Assistance

Erie Mutual will provide accommodations for persons with disabilities, where needed, to support their participation in our recruitment process.

Transparency & Candidate Communication (ESA) – These postings disclose the expected compensation and vacancy status. Erie Mutual does not use artificial intelligence to screen, assess or select applicants. All interviewed candidates will be notified of the hiring decision within 45 days of their last interview.

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📌 Customer Service Representative (Ontario)
🏢 Erie Mutual Insurance
📍 Ontario