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Broker Success Manager

Broker Success Manager

APOLLO is a digital insurance company. Our platform, the APOLLO Exchange, launched in 2019 and now offers the largest selection of online insurance for small businesses in Canada. We recently launched renters insurance and continue to rapidly expand our product offering. The Exchange reduces what can commonly be a painful weeks-long process of back and forth into simple and immediate digital fulfillment. Five minutes is all it takes to get covered, 24/7, from anywhere and any device.

The APOLLO values are Courage, Adventure, Integrity, Candor and Desire. APOLLO is a team of empowered and driven individuals who embody these values and have the desire to build a great company. This position offers a chance for the right applicant to make a name for themselves with a rising company on the forefront of the digital innovation of a global, $5 trillion dollar industry.
The Broker Success Manager drives incredible broker experiences by providing insurance expertise and relationship-centred, high-quality service. You will be there to listen, teach, and problem solve insurance opportunities with APOLLO’s broker partners via multiple mediums such as phone calls, livechat, and email.
The Broker Success Manager will further collect feedback from brokers and work internally to optimize insurance products offered on the Exchange. As a driven, eager, and ambitious member of the APOLLO team, the Broker Success Manager will be instrumental in achieving the company’s accelerated growth.

Benefits:

  • Competitive salary & bonus
  • Development programs
  • Casual dress
  • Company events
  • Generous vacation policy
  • Extended medical, Dental and Vision care
  • Wellness program
  • Work from home flexibility
  • Central Gastown office location just blocks from seabus terminal

Responsibilities:

  • Learn the ins and out of our product offering so you are confident in how to help educate our customers
  • Engaging in human conversations with merchants to identify and resolve issues, and provide coaching/growth opportunities
  • Adhering to a daily schedule that includes a mix of: Phones, incoming live chats, and emails
  • Ensuring brokers have a quick response time by staying on top of incoming requests, with same-day review
  • Offer brokers education on insurance product, sales strategy, and market insights
  • Engage with industry professionals through LinkedIn connections, regular posting, and interactions
  • Acknowledge positive interactions brokers have had with APOLLO by sending gifts and tokens of our appreciation
  • Participate in new product launches through broker outreach and leveraging key brokerage contacts to promote internally while working with the Insurance Product Manager to gather valuable feedback
  • Identify opportunities to optimize internal processes and communicate with the development team to create automation solutions
  • Share best practices and product/process improvement ideas with peers and other segments of the business
  • Be a strong advocate for APOLLO brokers, ensuring that opportunities and issues are brought forward to relevant stakeholders
  • Help design new on-boarding processes and systems so customers achieve high activation and retention rates
  • Identify gaps in our resources (documentation, training videos, etc)
  • Provide closed-loop feedback with the team to ensure continuous process optimization

Skills and Qualifications:

  • Underwriting or broking background with technical knowledge of multi-line (package) insurance policy wordings
  • Understanding of customer service processes and workflows
  • Understanding of workflows of policy journey (submission, triage, quote, policy issuance and billing)
  • Understanding of endorsements, exclusions, and their impact on coverage
  • Insurance course work demonstrating the desire to continue growing and deepening technical insurance fundamentals
  • Embody the APOLLO values
  • A self-starter with a high level of customer empathy, you know how to listen, and constructively engage with customers.
  • Strong LinkedIn presence
  • Creative and solution-oriented
  • Entrepreneurial spirit that takes ownership of their work
  • A self-starter with a high level of customer empathy, you know how to listen, and constructively engage with customers.
  • Highly organized and superior attention to detail
  • Team player with the ability to work in a high-energy team environment
  • Positive and energetic phone communication skills, excellent listening skills, strong writing skills

Team collaboration

APOLLO believes in a team approach where all members have equal opportunity to voice ideas to advance the agenda of the Company and its clients. Working well in a team, taking initiative, and possessing a desire for greatness is important. Must have excellent communication skills and an ability to collaborate effectively to move the best ideas forward.

Job Types: Full-time, Permanent

Location: Remote anywhere in Canada