Agent(e) service à la clientèle - Indemnisation

Intact Financial Corporation; Saint-Hyacinthe; Hybrid; CAD 30,000 - 60,000; Full time

Job summary

A leading insurance provider in Canada is seeking a Customer Service Representative, Claims. This role involves handling inbound claims calls, problem-solving, and providing quality customer service. The ideal candidate should have strong communication skills and be self-motivated. The position offers a hybrid work model and a comprehensive benefits package including a financial rewards program.

Benefits

Employee Share Purchase Plan

Flex pension and benefits package

Possibility to purchase extra days off

Annual wellness account

Inclusive employee-led networks

Qualifications

• Customer service and sales experience preferred.
• Insurance experience is considered an asset.
• Excellent listening and communication skills.

Responsibilities

• Be a subject matter expert on policies and products.
• Answer inquiry and new claims calls on inbound queue.
• Accurately document files to reflect conversations.

Skills

Customer service experience

Listening skills

Communication skills

Problem-solving skills

Organizational skills

Job description

About the role

We’re looking for a Customer Service Representative, Claims to join our growing team!

What you’ll do here:

• Be a subject matter expert on our policies, products, services, and initiatives.
• Answer inquiry and new claims calls on an inbound queue while applying your knowledge, problem-solving skills and making on-the-spot decisions to move requests forward.
• Accurately and clearly document files to reflect conversations and actions taken on claims.
• Willingness to initiate difficult conversations with empathy and clarity regarding policy, insurance coverage, or operational challenges.
• Ensure that daily call centre metrics are met while taking a high volume of inbound calls.
• Provide quality customer service, maintaining low hold times, and documenting files in a clear and concise manner.
• Execute multiple tasks aligning with changing priorities and time-sensitive deadlines
• This is a fast-evolving environment, and other ad hoc duties could be assigned to you.

What you bring to the table:

• Living the Intact Values : Integrity, Respect, Customer-driven, Excellence and Generosity with customers, peers, and vendors is vital.
• Customer service and sales experience preferred.
• Insurance experience is considered an asset.
• Self-motivated, resourceful, and resilient to overcome various situations is essential.
• Superior organizational skills, results-oriented, and agility to navigate an environment where you must think on your feet.
• Excellent listening and communication skills with the ability to foster strong working relationships.
• Must be flexible to work 35 hours a week during our business hours of operation : Monday to Friday 8 : 00 am to 6 : 00 pm, and Statutory holidays.
• No Canadian work experience required however must be eligible to work in Canada.

What we offer

Our hybrid work model provides the balance between working from home and enjoying meaningful in-person interactions.

Working here means you'll be empowered to be and do your best every day. Here is some of what you can expect as a permanent member of our team :

A financial rewards program that recognizes your success

An industry leading Employee Share Purchase Plan; we match 50% of net shares purchased

Benefits

An extensive flex pension and benefits package, with access to virtual healthcare

Flexible work arrangements

Possibility to purchase up to 5 extra days off per year

An annual wellness account that promotes an active and healthy lifestyle

Access to tools and resources to support physical and mental health, embracing change and connecting with colleagues

A dynamic workplace learning ecosystem complete with learning journeys, interactive online content, and inspiring programs

Inclusive employee-led networks to educate, inspire, amplify voices, build relationships and provide development opportunities

Inspiring leaders and colleagues who will lift you up and help you grow

A Community Impact program

Because what you care about is a part of what makes you different. And how you contribute to your community should be just as unique.