Client Experience Representative

Hi, we’re HUB!

We are a leading North American insurance brokerage that advises businesses and individuals on how to reach their goals. When you partner with us, you’re at the center of a vast network of risk, insurance, employee benefits, retirement and wealth management specialists that bring clarity to a changing world with tailored solutions and unrelenting advocacy – so you’re ready for tomorrow.

The Opportunity

Are you someone who genuinely loves helping people, stays calm under pressure, and takes pride in making every interaction count? Do you enjoy a role where no two days are exactly the same,one that blends relationship-building, insurance transactions, and real client service into one dynamic position? If so, we’d love to hear from you.

As a Client Experience Representative, you will be the first voice clients hear when they call anywhere across HUB Canada West and you’ll play a hands-on role helping clients connect to the insurance solutions they are looking for. This role is built around a single priority: an exceptional client experience, every time, across everything you do.

What Sets You Apart

The strongest candidates for this role combine composure with a drive to get things done. You stay steady under a busy workload without letting quality slip, read each situation quickly, and know what needs attention first. You bring genuine warmth to every conversation, take pride in representing HUB’s commitment to service excellence, and have the confidence and energy to meet targets while keeping every client interaction feeling personal.

What You’ll Bring to Our Team

• A genuine passion for delivering an exceptional client experience, every time, no exceptions

• A self-starter mentality with the drive to meet and exceed performance goals

• A calm, steady presence under pressure, you don’t let a busy day affect the quality of your service

• Confident, articulate communicator who builds rapport instantly and makes every caller feel heard

• Detail-oriented and organized, someone who can multitask under pressure and stay accurate

• Reliable and accountable, your team and your clients can count on you

• Proficiency in Microsoft Office Suite and CRM or broker management systems

• Experience in a call centre, reception, retail, or client-facing role is an asset, if you’ve worked in a high-volume, client-facing or target-driven environment, you’re already one step ahead

• Insurance or financial services experience is a strong asset, but not required

• Level 1 Insurance License is an asset, but absolutely not required; we’ll support you in obtaining it

A Day in the Life

• Serve as the first live point of contact for inbound calls across HUB Canada West branches, resolve inquiries and ensure every client is connected with a broker who can assist them

• Manage high call volumes with professionalism, patience, and genuine warmth, staying calm and composed no matter how busy it gets

• Accurately route calls and inquiries to the right person, department, or branch the first time

• Prioritize and triage effectively, recognizing urgent client needs and resolving or escalating them quickly

• Build and maintain strong relationships with clients, teammates, and auto dealership partners

• Actively promote and sell insurance products to ensure clients have the best possible coverage for their needs, meeting and exceeding daily, weekly, and monthly targets

• Maintain accurate, real-time client records in the Broker Management System (EPIC)

• Provide administrative support across the branch network and champion a client-first culture in everything you do

How Success is Measured

• Client satisfaction and call quality scores

• First-call resolution and response time

• Sales targets and transaction accuracy

• Accuracy and speed of call routing and handoffs

• Consistency and reliability across high-volume periods

Salary Expectations

The expected salary range for this position is $40,000.00 to $50,000.00 and will be impacted by factors such as the successful candidate’s skills, experience, and working location, as well as the specific position’s business line, scope, and level. HUB International is proud to offer comprehensive benefit and total compensation packages which could include extended health benefits, disability insurance, RRSP matching, paid-time-off benefits, and eligible bonuses and commissions for some positions.

If you believe that your qualifications and experience surpass the minimum requirements for this role, we encourage you to submit your application. By doing so, we will be able to keep your application on file for consideration for potential future positions within our organization.

Why Join HUB?

• Do you enjoy making friends? We love making friends: join our team of amazing people who all get along and thrive together!

• We work hard and play hard! Get ready for our Staff Holiday Parties!!

• Paid day off for your birthday – we want to celebrate you!

• Paid day off for volunteering in your community; HUB is a company that gives back and is active in our communities

• Lots of company perks, comprehensive benefits, RRSP matching, and great compensation

• Room to grow within the organization, opportunities for advancement across HUB Canada West

Your Future with HUB

Choose a career with HUB International and take the first step toward creating a future that combines a diverse, challenging work environment with financial security and career satisfaction. By joining HUB, you will become part of a rapidly growing company that offers significant opportunity for advancement.

At HUB, we value education and continuous learning, and we will assist you along your career development path. We provide HUB Ready training for new employees, as well as financial support for licensing, industry designations, management & leadership development, and other related courses, designations, or programs.

What Makes Us Different Than All the Rest?

Our Vision: To be everywhere risk exists – today and tomorrow. Helping protect what matters most.

Our Mission: To protect and support the aspirations of individuals, families and businesses. To empower our employees to learn, grow and make a difference in their communities.

Our Core Values:

• Entrepreneurship: We encourage innovation and educated risk-taking.

• Integrity: We do the right thing every time.

• Teamwork: We work together to maximize results.

• Accountability: We measure and take responsibility for outcomes.

• Service: We serve customers, communities and colleagues.

If you value what we value, and like the perks along the way, apply TODAY!

The employment offer is contingent upon completion of a successful background check.

HUB is a company where your contributions will make a difference. We invite you to learn more about our team at www.hubinternational.com. If you require any accommodations during the hiring process, please reach out to [email protected]. Only candidates selected for an interview will be contacted.

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