Agent service client - 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

Extra vacation days (up to 5)

Wellness benefits

Employee Share Purchase Plan

Job summary

Intact Financial Corporation in Dorval is seeking a customer service representative to join a growing team. You will become an expert on our policies, products, and initiatives, assisting insureds, internal staff, and suppliers by phone, email, or in person, and handling claims with empathy and efficiency.

The role requires bilingual (French and English) communication, strong organizational skills, and the ability to work five days a week on-site from 7h to 15h, with occasional Saturday shifts.

Qualifications

• Experience in customer service in a bilingual (French/English) environment.
• Excellent communication and listening skills to build solid working relationships.
• Motivated, resourceful, and resilient with the ability to multitask in a dynamic setting.

Responsibilities

• Be an expert on our policies, products, services and initiatives.
• Respond to questions from insureds, internal staff and suppliers by phone, email, or in person, applying knowledge to resolve issues and move claims forward.
• Document files clearly and concisely, accurately transcribing conversations and actions taken.
• Initiate difficult conversations with empathy and clarity about policies, coverages, or operational challenges.
• Contribute to achieving Service Center objectives while performing daily tasks.
• Provide excellent customer service with professionalism and respect at all times.
• Collaborate with internal and external stakeholders (insureds, claims adjusters, repair shops, etc.).
• Work under pressure, adapt to evolving environments, execute tasks concurrently, and meet deadlines.

Skills

Customer service

Bilingual (FR/EN)

Communication skills

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!

Ce que vous ferez ici :

• 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 avec.
• 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.

Ce que vous apportez :

• 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.
• Ce poste est exclusivement offert en présentiel au Centre de Service Intact Dorval, 5 jours par semaine.
• Flexibilité de travailleur 35 heures par semaine pendant nos heures d’opérations du lundi au vendredi de 7h à 15h. Possibilité de travailler les samedis à tour de rôle, de 8h à 14h,

Ce poste jouera un rôle essentiel au sein de notre équipe. This position will fill an essential role in our team.

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.

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.

Learn more about our recruitment process and your candidate journey here.