Bilingual Customer Care Associate, Sharing Economy

Definity Financial Corporation; Canada; Hybride; CAD 49 000 - 82 000; Plein temps

Avantages offerts par ce poste

Share ownership program

Incentive plans

Pension & RRSP contributions

Volunteer days

Tuition assistance

Inclusion programs

Wellness programs

Discounts

Résumé du poste

Definity Financial Corporation in Canada is seeking a Bilingual Customer Care Associate to guide customers through their first steps of a claim using the InsurCloud platform. The role offers structured daytime hours (8:00 AM to 4:30 PM EST), comprehensive training on Guidewire, and a clear path to build a long-term career in insurance.

Qualified candidates are bilingual in English and French with a secondary school diploma, strong communication, empathy, and comfort with common computer

Qualifications

• Must be bilingual in English and French.
• Minimum secondary school diploma.
• Proficient with common computer applications.
• CDS and Guidewire experience would be an asset.
• Experience in Customer Service or inbound call center is an asset.

Responsabilités

• Respond to incoming calls and reach out to customers in a courteous manner.
• Listen to customers and understand what matters in the claim and establish trust.
• Gather necessary claim information using natural conversation flow.
• Input claim information into InsurCloud to set up the claim.
• Provide the insured with basic information on coverage and arrange supplemental services.
• Create the FNOL and share all contact details with the insured.

Connaissances

Bilingual English & French

Empathy & active listening

Communication skills

Tech-savvy

Inbound call center experience

Formation

Secondary school diploma

Outils

Guidewire

CDS

Description du poste

Bilingual Customer Care Associate, Sharing Economy

ONT, Canada

Definity is the parent company to some of Canada’s most long-standing and innovative insurance brands, including Economical Insurance, Sonnet Insurance, Family Insurance Solutions, and Petline Insurance. Our ambition is to be one of Canada’s leading and most innovative property and casualty insurers. We can’t do that without our people, so we embrace and encourage a culture that’s collaborative, ambitious, rewarding, and empowering.

We offer a flexible, hybrid work experience where employees work from the office and virtually depending on the type of work they are doing and who they are working with. Bring your true self and be a part of our journey. It’s better here.

The Opportunity

In this role, you will use our advanced InsurCloud platform to guide customers through their first steps of a claim, with no prior insurance experience required. This is an excellent opportunity offering structured daytime hours (8:00 AM to 4:30 PM EST), comprehensive training on systems like Guidewire, and a clear path to build a long-term career in the insurance industry.

What to Expect

• Respond to incoming calls and call out to customers in a courteous and compassionate manner
• Listen to customer and understand what matters to them in this claim and establish trust
• Gather all necessary claim adjudication information, using natural conversation flow
• Accurately input claim information on to InsurCloud to set-up claim
• Provide the insured with basic information on coverage, and arrange any necessary supplemental services
• Create the FNOL and give all contact details to the insured

What You Bring

• Bilingualism Required (must be fluent in English and French)
• Minimum Secondary school diploma
• Must have an aptitude for providing successful customer interactions and an ability to show empathy through emotional intelligence, calmness, using proper telephone etiquette and active listening skills
• Be an excellent communicator and comfortable with various computer applications
• An ability to use CDS and Guidewire would be an asset
• Experience in Customer Service and/or experience working in an inbound call center would be an asset.
• No insurance industry experience required
• Your shift will be scheduled between 8:00AM and 4:30PM EST

Salary Range:

$49,300 - $82,100

Actual salary for the role may vary depending on work location of the successful candidate and other factors including but not limited to, skills, education, experience, working conditions and the local labour market.

This position is being posted to fill an existing vacancy.

We know from experience that a candidate doesn’t need 100% of the qualifications listed to bring incredible value to our team. We’re actively seeking diverse backgrounds and perspectives to help us make insurance better. At Definity, inclusion, diversity, and equity aren’t just “nice to have” — they’re essential to our success.

What’s in it for you?

• Company share ownership program
• Incentive Program - Eligible employees may participate in various incentive plans which are paid out at the discretion of the company and subject to individual and company performance.
• Pension and savings programs, with company-matched RRSP contributions
• Paid volunteer days and company matching on charitable donations
• Educational resources, tuition assistance, and paid time off to study for exams
• Focus on inclusion with employee groups, support for gender affirmation surgery, access to BIPOC counsellors, access to programs for working parents
• Wellness and recognition programs
• Discounts on products and services

Go ahead and expect a lot - you deserve it.

It’s better here - but don’t take our word for it. Definity was named by Great Place to Work as one of the Best Workplaces in Canada for women, for youth, and for inclusion.

Our inclusive work environment welcomes diversity and supports accessibility. If you require accommodation at any time during the recruitment process, please let us know by [e-mail].

As part of Definity’s commitment to reconciliation, we acknowledge that our work, meetings, and travel take place on the lands now known as Canada, and recognize the enduring presence, wisdom, and stewardship of the First Nations, Métis, and Inuit peoples who have long cared for these lands.

Background checks

This role requires successful clearance of background checks (including criminal checks and leadership references).