Client Experience Leader - Calgary
We are currently recruiting for a Client Experience Leader for a respected brokerage in Alberta.
3 Reasons to Apply:
🚀 Step into a key leadership role influencing both Commercial and Personal Lines service teams.
đź’° Competitive compensation package with full benefits.
âś… Make a meaningful impact by shaping service standards, coaching teams, and driving operational excellence.
Responsibilities:
Leadership & Team Development: Lead, coach, and mentor Commercial Account Managers, Assistant Account Managers, and Personal Lines teams through regular 1-on-1s, training, and workflow guidance.
Operational Excellence: Oversee day-to-day servicing operations, conduct file reviews, QA checks, and renewal audits to ensure compliance, consistency, and E&O prevention.
Systems & Reporting: Act as the EPIC system champion, ensuring strong utilization, data accuracy, reporting, and consistent workflows across teams.
Performance Management: Monitor KPIs, service standards, renewal timelines, and retention metrics through EPIC reporting and dashboards.
Client Support: Collaborate with Account Executives, Producers, and Claims Advocates, and engage directly with clients on complex accounts, escalations, or renewals when required.
Process Improvement: Identify workflow efficiencies and contribute to continuous improvement initiatives across departments.
Desired Skills:
7+ years of Commercial and/or Personal Lines brokerage experience
Alberta General Insurance License – Level 2 required (Level 3 and RIBO considered assets)
Advanced proficiency with Applied EPIC, including workflows and reporting
Proven experience leading, coaching, or mentoring licensed service teams
Strong technical understanding of commercial placements and personal lines markets
CAIB, CIP, or other professional designations preferred
Contact:
If you're interested in this opportunity, feel free to reach out. If this role isn’t the right fit, send your resume to Alex, who can help guide you toward more relevant opportunities.
👉🏻 alexander@helloworldrecruitment.ca
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