What it’s like to be a Customer Support Specialist at Federated Insurance

As a fully licensed Customer Support Specialist at Federated Insurance, you play a key role in supporting our commercial micro‑business clients and delivering the exceptional service we’re known for. Reporting to the Sales division, you’re often the first point of contact - providing clear guidance, resolving questions, and ensuring every interaction is a positive experience.

In this role, you’ll balance client service and internal sales responsibilities, handling policy changes, certificates, and new business opportunities while working closely with teams across Underwriting, Billing, Risk Services, and Claims. Using multiple systems and tools, you’ll help ensure our clients receive efficient, accurate, and seamless support.

We want your talent!

If you are great at:

• Delivering friendly, professional service through phone‑based client interactions
• Communicating clearly and confidently with both clients and internal partners
• Managing multiple tasks and systems with confidence and accuracy
• Staying organized and detail‑focused in a high‑volume environment
• Adapting quickly during periods of change and tight timelines
• Collaborating with teammates and internal partners

You have:

• An active Level 1 General Insurance license (or the ability to obtain one quickly)
• 3+ years of experience in insurance, customer service, or a related field
• Experience handling policy changes, client inquiries, and service requests
• Strong computer skills, including working knowledge of Microsoft Office

We really mean it when we say we put you first. Here are a few ways how:

• Hybrid work! You get to work from the office and at home 50/50, allowing you to manage both worlds with the ease and flexibility you need.
• Competitive compensation with a strong base salary aligned to market expectations.
• We support your well‑being with a flexible, balanced work environment that helps you prioritize what matters most.
• We are invested in helping you grow in your career through access to a wide range of internal and external professional development resources, along with opportunities to build new skills and expand your expertise.
• NBFC cares about the community and supports the causes you believe in with donation matching and team volunteer days.

We’re committed to pay transparency and fairness. The base salary range for this position is $55,000 - $75,000, which reflects the expected base pay for the position. The actual base salary offered may vary depending on your experience, skills, and alignment with the role. We’re also open to candidates at different levels, so if this range doesn’t quite match your expectations, we still encourage you to apply.

This is a real opportunity — we’re actively hiring. If the role sounds like a good fit, we’d love to hear from you.

We also want to be transparent about our hiring process. While one of our systems includes AI capabilities, over 99% of our screening is done by real people. We believe in thoughtful, human‑centered hiring decisions and are committed to giving every application the attention it deserves.

Who we are:

We’re Federated Insurance. We’ve proudly been serving Canadian businesses for 100 years. We have a reputation for being one of Canada’s leading commercial insurance providers. Our employees are dedicated to focusing on our customers’ unique needs and we go above and beyond to help Canadian businesses have a safer and brighter future. We’re a company of passionate people who put people first. Do you want to join a team that believes in working hard – and having fun at work – all while making a difference? Look no further than Federated.

At Federated we embrace and celebrate you and are committed to creating an inclusive workplace for all! No matter who you are or what makes you unique, we welcome you. Please let us know how we can assist or accommodate you during the selection process.