Work As Customer Service Manager (Retention)

Customer Service Manager (Retention)
Customer Service Manager (Retention)

Canada Policy Experts (CPE) is currently in the process of modernizing the way life insurance is sold within the country. They focus on assisting their customer service manager retention in acquiring coverage from the comfort of their homes and have established a substantial client base across Canada.

To meet the increasing demand for their services, CPE is actively seeking a Customer Service Manager for a remote work opportunity.

If individuals are seeking a fulfilling career in the life insurance industry, CPE provides an ideal platform. CPE agents demonstrate significantly higher productivity levels than the industry average. They offer an extensive training program designed to support new agents in becoming proficient professionals. CPE has a proven system with a strong track record of success, and there’s no requirement for cold calling or prospecting on an individual basis.

Working Arrangement

Remote work

The Opportunity

For those who are enthusiastic about working with customers, building relationships, and contributing to the growth of a thriving business, CPE invites you to join their Customer Service Team as a Licensed Conservation Manager. This role places a strong emphasis on client retention and the management of the existing book of business. It requires maintaining a high level of service while preserving and managing life insurance policies. Responsibilities include arranging payments, providing services, and developing resources, policies, and procedures for the department.

This is a remote work opportunity, but it necessitates a private home office with a wired Ethernet connection to ensure the privacy of client data.

Responsibilities of Customer Service Manager (Retention)

  • Engaging with existing clients, fielding approximately 100 – 200 calls daily, and interacting with 20 – 30 clients daily to assist them in managing insurance policy payments.
  • Assisting clients in completing necessary forms and fulfilling other policy requirements.
  • Taking an active role in maintaining company data and updating conservation reporting and key performance indicators (KPIs).
  • Assisting life insurance advisors in obtaining new payment instructions for existing life insurance policies.
  • Staying updated on company policies, procedures, and processes.
  • Meeting productivity, accuracy, and service excellence expectations.
  • Processing policy changes on behalf of clients when necessary.
  • Recommending client-centered payment arrangements to maintain policies and initiating these actions in accordance with exceptions and guidelines.
  • Identifying opportunities and making recommendations for improving operational processes and practices.
  • Upselling and reissuing policies.
  • Addressing inquiries related to existing life insurance policies.
  • Updating KPIs and providing reports to upper management.
  • Developing policies and procedures.
  • Overseeing future Licensed Conservation Specialists.
  • Reporting directly to upper management and the executive team.

Qualifications to work as Customer Service Manager (Retention)

  • Bilingual proficiency in both English and French is preferred but not mandatory (both verbal and written).
  • Background in customer service or administration (1-3 years of experience is ideal).
  • Ability to handle irate or upset clients when necessary.
  • Efficient time management skills and the ability to handle multiple cases/tasks concurrently.
  • Adaptability to rapid changes in policies and procedures.
  • Building positive relationships between clients and the company.
  • Taking responsibility and ownership of issues until resolution.
  • Knowledge of life insurance administrative policies, procedures, and concepts.
  • LLQP certification is 100% mandatory; candidates without LLQP will not be interviewed.

What CPE Offers

  • Competitive salary and benefits packages.
  • Opportunities for growth and advancement based on performance.
  • A safe work environment.
  • Fair and customizable shifts with two weeks of paid vacation per year.
  • Professional development and leadership opportunities.

About Canada Policy Experts (CPE) and is an insurance brokerage located in Aurora, Ontario, and is a division of TEIX Financial. They specialize in comparing offerings from over 20 companies to find the right policy for their clients. CPE has assisted over 7,000 Canadians in finding the most suitable policy for their needs.

Some of the carriers they work with include

  • Canada Protection Plan,
  • Foresters, Industrial Alliance,
  • Humania Assurance, and many more.

They have a state-of-the-art marketing system and a life insurance advisor training program designed to enable advisors to sell policies without face-to-face interactions with clients who are actively seeking coverage. The company has been in operation since August 2019 and has experienced rapid growth.

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Salary & Benefits of Customer Service Manager (Retention)

  • Annual salary of $50,000 CAD + bonuses.
  • Benefits package available after a three-month probationary period, including coverage for eyecare, dental, prescription medications, life insurance, and paid time off.

Job Type: Permanent, Full-time

Salary: From $50,000.00 per year

Expected hours: 40 per week

Benefits of Customer Service Manager (Retention)

  • Casual dress
  • Dental care
  • Extended health care
  • Life insurance
  • Paid time off
  • Vision care
  • Work from home

Schedule for works:

  • Monday to Friday
  • Weekends as needed

Supplemental pay types:

  • Bonus pay


  • Life Insurance: 2 years (required)
  • Customer service: 3 years (required)


  • Life Insurance License and LLQP Course (required)

Work Location: Remote

Application Deadline: November 15, 2023

Expected Start Date: November 15, 2023


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