Auto Claims Specialist I

ICBC; Vancouver; Hybride; CAD 25 000 - 33 000; Temps partiel

Résumé du poste

ICBC in Canada is hiring Part-Time Auto Claims Specialists I to be the first point of contact for customers reporting claims. You will gather information, initiate claim files, and resolve straightforward claims at first contact when possible.

This role offers remote work within British Columbia with monthly in-person office visits, and requires strong communication skills, empathy, and the ability to work in a fast-paced call centre.

Qualifications

• 2+ years of customer service in a contact centre, insurance, telecommunications, financial services, or similar environment.
• Strong verbal and written communication skills.
• Ability to handle emotionally sensitive interactions with empathy and professionalism.
• Strong multitasking and time-management skills.
• Ability to provide information about company products and services professionally.
• Typing minimum of 35 words per minute with 90% accuracy.
• Previous experience in a call centre or contact centre environment.

Responsabilités

• Respond to customers reporting automobile claims with professional, customer-focused service.
• Initiate claim files and gather first notice of loss information accurately and efficiently.
• Ask appropriate questions to obtain information required for the claims process.
• Clearly communicate information to customers by phone and email.
• Provide support to customers during emotionally sensitive situations with empathy and professionalism.
• Resolve straightforward claims at first contact when appropriate.
• Direct customers and claims to the appropriate team when further assistance is needed.
• Accurately manage information while handling multiple tasks and interactions.
• Adapt to changing priorities in a fast-paced, high-volume contact centre environment.
• Provide information about company products and services in a positive and professional manner.

Connaissances

Customer service

Verbal communication

Written communication

Empathy

Multitasking

Time management

Typing 35 wpm

Call center experience

Description du poste

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We welcome applications from all qualified job seekers. Should you require accommodations throughout the application or hiring process, please don’t hesitate to contact [e-mail] , as we are committed to ensuring a seamless and accessible experience for all candidates. Also consider joining our Indigenous Peoples or People with Disabilities Talent Pool to receive information about future opportunities and to learn more about our DEI hiring.

Position Highlights

We’re looking for motivated individuals to join our Claims Contact Centre as Part-Time Auto Claims Specialists I. As the first point of contact for customers reporting claims to ICBC, you’ll provide helpful, professional support while guiding customers through the initial claims process. You’ll gather first notice of loss information, initiate claim files, resolve straightforward claims at first contact when appropriate, and connect customers with the appropriate team when additional assistance is required.

Position Responsibilities

• Respond to customers reporting automobile claims and provide professional, customer-focused service.
• Initiate claim files and gather first notice of loss information accurately and efficiently.
• Ask appropriate questions to obtain the information required to support the claims process.
• Clearly communicate information to customers by phone and email.
• Support customers through emotionally sensitive situations with empathy and professionalism.
• Resolve straightforward claims at first contact when appropriate.
• Direct customers and claims to the appropriate team when further assistance is required.
• Accurately manage information while handling multiple tasks and customer interactions.
• Adapt to changing priorities in a fast-paced, high-volume contact centre environment.
• Provide customers with information about relevant company products and services in a positive and professional manner.

Position Requirements

• A minimum of 2 years of customer service experience in a contact centre, insurance, telecommunications, financial services, or a comparable customer-focused environment.
• Strong verbal and written communication skills, with the ability to communicate effectively with customers by phone and email.
• Ability to handle emotionally sensitive customer interactions with empathy and professionalism.
• Strong multitasking and time-management skills, with the ability to adapt to changing priorities in a fast-paced, high-volume environment.
• Ability to provide information about company products and services in a positive and professional manner.
• Ability to type a minimum of 35 words per minute with 90% accuracy.
• Candidates must achieve medium proficiency, within the 31st–70th percentile or higher on both the Call Center Listening and Data Entry assessments.
• Previous experience working in a call centre or contact centre environment.

Position Location and Work Arrangement

These positions will be based in one of the following offices: Surrey, Vancouver, Chilliwack, Prince George, Kelowna, Kamloops, or Victoria. Candidates may indicate their preferred location or locations; however, preferences cannot be guaranteed. Final work locations will be determined based on organizational requirements.

The work arrangement is remote within British Columbia, with one required visit to your primary office each month.

Shift Availability

Our contact centre operates seven days a week, Monday through Sunday. Shifts are assigned based on business needs, so flexibility with scheduling is important.

About us:

At ICBC, it’s our job to make sure the car insurance system works for all British Columbians, today and in the future. Checkout our ICBC Year in Review 2025 to learn more about what we've accomplished! If you want to make the most of your skills and expertise while growing your career, we want you. A career at ICBC is an opportunity to be part of a talented, diverse and inclusive team that is driven to serve its customers and community. You can expect a competitive salary, comprehensive benefits and a collaborative work environment. If you are reliable and dependable, contact us today to be part of our talented and diverse team as we work together to create an insurance system we can all be proud of.

Our values guide how we interact with customers, partners, and each other. They shape our decisions and create a culture where employees feel inspired and empowered to do their best work.

• Collaborative: We include different perspectives to reach our common goals.
• Supportive: We seek to understand to meet diverse and evolving needs.
• Straightforward: We simplify the complex to make things easier.
• Knowledgeable: We gain knowledge through experience and learning to make informed decisions.
• Remote – you will work remotely from within British Columbia, with one required visit to your primary office per month.

Only candidates legally entitled to work in Canada will be considered for this position.