Agent service à la clientèle - Centre de service de Dorval

Intact Financial Corporation; Dorval; Hybrid; CAD 44,000 - 53,000; Full time

Benefits offered by this job

Hybrid work model

Possibility to purchase up to 5 extra

Telemedicine

Wellness account

Employee Share Purchase Plan

Job summary

Intact Financial Corporation in Dorval (Québec) is looking for a bilingual Customer Service - Claims representative to join a growing team. You will respond to insureds, staff and providers by phone, email or in person, applying knowledge of policies to move claims forward and document conversations clearly.

The role requires empathy, clear communication, and the ability to work under pressure in a dynamic in-person environment. Fluency in French and English is required.

Qualifications

• Bilingual abilities in French and English are required.
• Experience in customer service within an insurance environment is preferred.
• Strong communication and problem-solving skills.

Responsibilities

• Be a customer service expert for policies, products, services and initiatives.
• Respond to insureds, internal staff and providers by phone, email or in person to move claims forward.
• Document claims clearly and concisely, accurately transcribing conversations and actions.
• Handle challenging conversations with empathy while adhering to policies and coverages.
• Support service center objectives and daily tasks with professionalism.

Skills

Customer service

Bilingual (FR/EN)

Empathy

Communication

Job description

Our employees are at the heart of everything we do. Together, we help people, businesses, and society prosper in good times and be resilient in bad times. Our employee promise represents Intact’s commitment to you in exchange for living our Values, striving to do your best work, being open to change and investing in your career. In return, we promise to provide support, opportunities and performance-led financial rewards at a workplace where you can shape the future, win as a team and grow with us.

Pay at Intact is about much more than just salary. Flexible work arrangements and a hybrid work model. Possibility to purchase up to 5 extra days off per year. Multiple benefits offered to support physical and mental wellbeing, including telemedicine, Wellness account and much more.

Share plan & other savings: up to 12% of salary or even more (ask how you could earn guaranteed income for life).

Salary range (but not limited to): 43,600 - 53,200. Annual bonus target, based on the base salary, with a potential payout of up to double the target (subject to personal and company performance): 5%.

As part of our commitment to Win As A Team, we share our success with employees through our annual bonus plan and Employee Share Purchase Plan (ESPP) – with Intact matching 50% of your net shares. Our pension offerings provide flexibility and long-term security for our employees beyond their careers. We are one of the few companies offering the opportunity to receive guaranteed income for life via our defined benefit pension plan.

Salary for the candidate will be determined taking into consideration a number of factors including: experience, skills, qualifications, anticipated contribution to role, internal equity, etc. The salary range presented above is based on a 35-hour workweek and would represent a majority of different candidate profiles. However, we encourage candidates who may fall outside of this range to apply as well.

About the role

Nous sommes à la recherche d'un.e représentant.e du service à la clientèle, Indemnisation pour se joindre à notre équipe en pleine croissance! Bureau: 2020, route Transcanadienne, bureau 101, Dorval (Québec) H9P 2N4 Ce poste est exclusivement offert en présentiel. Horaire: Lundi au vendredi de 11h à 19h.

Responsibilities

• Être un expert de nos politiques, produits, services et initiatives.
• Répondre aux questions de nos assurés, du personnel interne et de nos fournisseurs, par téléphone courriel ou en personne, et ce, en appliquant vos connaissances, en utilisant votre capacité à résoudre les problèmes et à prendre des décisions rapidement afin de faire avancer un dossier de réclamation adéquatement.
• Documenter les dossiers de réclamations de façon claire et concise de manière à transcrire précisément les conversations et actions prises au dossier.
• Initier des conversations difficiles avec empathie et clarté portant sur nos politiques, les couvertures d’assurance ou encore les défis opérationnels.
• Contribuer à l’atteinte des objectifs du Centre de Service tout en performant les tâches quotidiennes.
• Fournir un excellent service à la clientèle en maintenant en tout temps professionnalisme et respect.
• Collaborer étroitement et professionnellement avec tous les intervenants internes et externes, entre autres, les assurés, experts en sinistre, ateliers de réparations…
• Être capable de travailleur sous pression et s’adapter facilement à un environnement en évolution en exécutant des tâches simultanément et répondre avec efficacité aux changements de priorités en respectant des délais stricts.
• Toute autre tâche en lien avec les besoins changeants du Centre de Service.

Qualifications

• Vivre les Valeurs d’Intact (Intégrité, Respect, Engagement envers le client, excellence et générosité) avec nos assurés, nos collègues et nos fournisseurs est primordial.
• Avoir un Permis de conduire valide avec un bon dossier de conduite.
• Avoir de l’expérience en service à la clientèle dans un environnement bilingue (Français/Anglais).
• Avoir des connaissances en assurance de dommages est un atout.
• Être motivé, débrouillard et résilient est essentiel afin de surmonter diverses situations.
• Démontrer d’excellentes compétences organisationnelles, être orienté résultats et être alerte afin de naviguer dans un environnement dynamique avec agilité.
• Compétences d’écoute et de communication permettant le développement et l’entretien de solides relations de travail.
• Bilinguisme (Anglais et Français)
• Capable d’interagir autant avec la clientèle francophone qu’anglophone au quotidien.
• Nécessité de traiter des dossiers de réclamations d’une clientèle anglophone sur une base régulière.

Diversity and Inclusion

We are an equal opportunity employer. At Intact, our Value of respect is founded on seeing diversity as a strength. We strive to create an accessible workplace where employees feel valued, included and encouraged to share their unique perspectives.

We encourage applications from individuals who are members of equity-deserving groups, including but not limited to women, Indigenous peoples, persons with disabilities, Black people, and members of the 2SLGBTQI+ community.

As part of Intact’s commitment to reconciliation, we acknowledge that we work, meet and travel across the land currently called Canada, originally inhabited by First Nations, Metis and Inuit people. This history extends through many centuries and continues to evolve today.

We have policies to ensure equal access and participation for people with disabilities, including providing workplace adjustments (accommodations). A copy of applicable policies is available on request. If we can provide a specific adjustment to make the recruitment process more accessible for you, please let us know when we reach out about a job opportunity. We’ll work with you to meet your needs.

Please note that Intact does not provide sponsorship or other support for immigration-related matters including but not limited to employer-specific closed work permits. Candidates must be eligible to work in Canada from the anticipated start date and throughout their employment and are solely responsible for maintaining their work eligibility.