Who We Are
Halwell Dumfries Mutual is a policyholder owned, financially secure, community-based Property & Casualty insurer; one of a group of Mutual companies forming a strong partnership across the province. We have been insuring the assets of rural and urban policyholders in Guelph and the Tri-Cities through a dedicated network of independent brokers and exclusive agents for 170 years and counting, with a Gross Written Premium base of over $75 million.
What We Offer
The opportunity to make an impact on a well-established and growing organization
Freedom and autonomy to work on new and interesting things
The opportunity to make an impact on a well-established and growing organization
A flexible, fun and supportive culture that’s a certified Great Place to Work™ 5-years running
Meaningful work in an organization that maintains a strong link to community and strives to “make it better”
Competitive compensation package for all permanent staff, including salary, benefits & pension, Annual Incentive Plan, learning & development opportunities, and generous paid time off
The Position
Level – 1 2 3 4 5 6
Reason for Posting Vacancy / New Position
Job Summary
The Customer Service Representative 2 (CSR2), under the direction of the Agent Experience Manager, is responsible for providing exceptional service to policyholders, agents, and internal teams. This role acts as the primary point of contact, assisting members with inquiries, policy changes, billing questions, and claims reporting. The CSR2 collaborates closely with agents and underwriters to ensure accurate and efficient processing of policy documentation across personal, farm, and commercial lines of business. The incumbent must have strong communication and organizational skills, attention to detail, and the ability to work both independently and as part of a team.
What You Have
- Secondary school diploma and a valid OTL or RIBO license
- 3-5 years of relevant insurance, underwriting, customer service, or broker-facing experience
- Experience supporting Home and Auto insurance servicing, including policy changes, endorsements, renewals, claims reporting, billing, and account documentation
- Several years’ working in Applied Epic, with confidence maintaining accurate client, policy, and transaction records
- Strong client-service orientation, with exceptional interpersonal and communication skills
- Excellent attention to detail, with the ability to identify errors, review documentation for completeness, and support audit-ready file management
- Sound judgment, critical thinking, negotiation, and decision-making skills
- Strong financial acumen, with the ability to understand and communicate premiums, discounts, rates, payments, and account balances
- Demonstrated time management and organizational skills, with an appropriate sense of urgency
- Proficiency with Microsoft 365, including Outlook, Teams, and Word, as well as database and web-based InsurTech (policy management systems, Applied Epic)
- Ability to adapt to new technology, workflows, and changing business needs
- High level of integrity and excellent work ethic; takes full accountability for own work
- Ability to work independently as well as part of a distributed team
What We Are Looking For
We are looking for a confident, client-centric insurance professional with strong technical knowledge, sound judgment, and excellent attention to detail to join our team on a permanent, full-time basis. Equally at ease working independently and collaborating cross-functionally, you always push yourself and those around you to think big and deliver great results. As a flexible hybrid workplace, you will split your time between your home office and our office in Guelph. During your first year, there may be a greater need for in-office collaboration, training, and project work, so candidates should be willing and able to attend the Guelph office regularly as business needs require. If you thrive in a supportive hybrid team environment and are seeking meaningful employment with an innovative organization that truly values its staff apply today!
The successful applicant will be subject to applicable background screening, including professional references and a criminal background check. Applicants are screened by our human hiring team, without the use of Artificial Intelligence. We thank all applicants for their interest, however; only those selected for screening will be contacted.
Our Values
Put People First.
Every interaction counts as we keep care at the center of what we do.
Make it Better.
Embracing change, we seek out new ways to evolve, adapt, and iterate – striving for simplicity.
Grow by Leading the Way.
We are curious, bringing a fresh mindset to new possibilities.
Community at our Core.
We make a lasting impact where we live and work so our members know we’re there.
Always Connected.
We are inspired to come together, celebrate our success, and enjoy every moment.
Accessibility Statement
Halwell Dumfries Mutual is an Equal Opportunity Employer that is committed to inclusive, barrier-free recruitment and selection processes in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA). If contacted for an employment opportunity, please advise Human Resources if you require accommodation for testing, interview, or employment purposes.
Compensation
$45,000.00 – $65,000.00 per year
Know someone who would be a perfect fit? Let them know!
