Agent service client - Indemnisation (BG-EFT)

Intact Financial Corporation; Laval (administrative region); On-site; CAD 44,000 - 53,000; Full time

Benefits offered by this job

Flexible hybrid work

5 extra days off per year

Telemedicine

Wellness account

Employee Share Purchase Plan

Pension with guaranteed income forLife

Annual bonus up to target

Job summary

Intact Financial Corporation is seeking a bilingual Customer Service Representative (Indemnization) to join our growing team in Laval, Quebec. You will become an expert on our policies, products, and initiatives, answering inquiries and processing new claims with empathy and clear decision-making.

This full-time role offers a 35-hour workweek, a hybrid work model, competitive pay, a strong bonus plan, and benefits focused on physical and mental wellbeing.

Qualifications

• Bilingual French and English oral and written communication.
• Experience in customer service and sales is a plus.
• Experience in insurance is considered an asset.
• Motivated, inventive and resilient to handle diverse situations.
• Excellent listening and communication to build solid working relationships.
• Flexible to work 35 hours per week during opening hours (Mon-Fri 8:00–18:00) plus holidays.

Responsibilities

• Be an expert on our policies, products, services and initiatives.
• Respond to inquiries and new claims in an inbound queue with empathy and clear problem-solving.
• Document files with accuracy to reflect conversations and actions taken on claims.
• Engage in difficult conversations with empathy when discussing policies or coverage.
• Meet call center KPIs while handling a high volume of inbound calls daily.
• Provide quality customer service, maintain short wait times and accurate documentation.
• Perform multiple tasks and adapt to changing priorities and deadlines.

Skills

Bilingual (Fr/En)

Communication skills

Customer service

Sales experience

Organizational skills

Problem solving

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.e en la matière de nos politiques, produits, services et initiatives.
• Répondre aux demandes de renseignements et aux nouveaux appels de réclamations, dans une file d'attente entrante, tout en appliquant vos connaissances, et vos compétences en résolution de problèmes afin de prendre des décisions rapidement pour faire avancer les demandes.
• Documenter les dossiers avec précision et clarté pour refléter les conversations et les mesures prises dans le cadre des réclamations.
• Avoir la volonté d'entamer des conversations difficiles avec empathie et clarté au sujet des politiques, des couvertures d’assurance ou des défis opérationnels.
• S'assurer de respectés les indicateurs du centre d'appels tout en prenant un volume élevé d'appels quotidiens entrants.
• Fournir un service à la clientèle de qualité, maintenir des temps d'attente peu élevé tout en documentant les dossiers avec précision et clarté.
• Exécuter plusieurs tâches en s'alignant sur les priorités changeantes et les échéances prioritaires.
• Notre environnement évolue rapidement et pourrait requérir que vous accomplissiez d'autres tâches de façon ponctuelle.

Ce que vous apportez :

• Il est essentiel de vivre les valeurs d'Intact: L’intégrité, Le respect, L’engagement envers le client, L’excellence et La générosité avec les clients, nos pairs et les fournisseurs.
• Une expérience du service à la clientèle et de la vente, de préférence.
• Une expérience en assurance est considérée comme un atout.
• Il est essentiel d'être motivé, ingénieux et résilient pour surmonter diverses situations.
• Compétences organisationnelles supérieures, orientation vers les résultats et agilité pour naviguer dans un environnement où vous devez réfléchir rapidement.
• Excellentes aptitudes d'écoute et de communication avec la capacité de favoriser de solides relations de travail.
• Doit avoir la flexibilité de travailler 35 heures par semaine pendant nos heures d'ouverture : du lundi au vendredi de 8h00 à 18h00, et les jours fériés.
• Aucune expérience de travail au Canada n'est requise, mais doit être admissible à travailler au Canada.
• Bilingue (français et anglais) Nécessité d’interagir sur une base régulière avec des collègues partout au pays.

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. We’ll work with you to meet your needs.

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

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.

If you are an employee of Intact or belairdirect, please apply for this role on Internal Career Site.