Bilingual Customer Service Representative - Auto Claims

Intact Financial Corporation; Dartmouth; On-site; CAD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a Bilingual Customer Service Representative to join their dynamic team. This exciting role involves engaging with customers, answering inquiries, and processing auto claims while ensuring exceptional service delivery. You will thrive in a fast-paced environment, utilizing your problem-solving skills and empathy to navigate challenges. With a hybrid work model, you can enjoy the flexibility of working from home while also benefiting from meaningful in-person interactions. Join a company that values integrity, respect, and excellence, and be part of a team that empowers you to achieve your best every day.

Benefits

Financial rewards program

Employee Share Purchase Plan

Flex pension and benefits package

Extra days off

Annual wellness account

Access to virtual healthcare

Dynamic workplace learning ecosystem

Inclusive employee-led networks

Community Impact program

Qualifications

• Bilingual in English and French is required for effective communication.
• Customer service and sales experience preferred for this role.

Responsibilities

• Handle inbound calls for inquiries and claims with empathy and clarity.
• Document conversations and actions taken on claims accurately.
• Meet daily call center metrics while providing quality customer service.

Skills

Bilingual (English and French)

Customer service experience

Sales experience

Problem-solving skills

Excellent communication skills

Organizational skills

Flexibility

Resilience

Education

High school diploma or equivalent

Job description

We’re looking for a Bilingual Customer Service Representative, Auto Claims to join our growing team!

This role is located in St. John's, NL / Dieppe, NB / Dartmouth, NS.

What you’ll do here :

• Be a subject matter expert on our policies, products, services, and initiatives.
• Answer inquiry and new claims calls on an inbound queue while applying your knowledge, problem-solving skills and making on-the-spot decisions to move requests forward.
• Accurately and clearly document files to reflect conversations and actions taken on claims.
• Willingness to initiate difficult conversations with empathy and clarity regarding policy, insurance coverage, or operational challenges.
• Ensure that daily call centre metrics are met while taking a high volume of inbound calls.
• Provide quality customer service, maintaining low hold times, and documenting files in a clear and concise manner.
• Execute multiple tasks aligning with changing priorities and time-sensitive deadlines.
• This is a fast-evolving environment, and other ad hoc duties could be assigned to you.

What you bring to the table :

• Living the Intact Values: Integrity, Respect, Customer-driven, Excellence, and Generosity with customers, peers, and vendors is vital.
• Customer service and sales experience preferred.
• Bilingual in English and French is required.
• Insurance experience is considered an asset.
• Self-motivated, resourceful, and resilient to overcome various situations is essential.
• Superior organizational skills, results-oriented, and agility to navigate an environment where you must think on your feet.
• Excellent listening and communication skills with the ability to foster strong working relationships.
• Must be flexible to work 35 hours a week during our business hours of operation: Monday to Friday 8:00 am to 6:00 pm, and Statutory holidays.
• No Canadian work experience required; however, must be eligible to work in Canada.

What we offer:

Our hybrid work model provides the balance between working from home and enjoying meaningful in-person interactions.

Working here means you'll be empowered to be and do your best every day. Here is some of what you can expect as a permanent member of our team:

• A financial rewards program that recognizes your success.
• An industry-leading Employee Share Purchase Plan; we match 50% of net shares purchased.
• An extensive flex pension and benefits package, with access to virtual healthcare.
• Possibility to purchase up to 5 extra days off per year.
• An annual wellness account that promotes an active and healthy lifestyle.
• Access to tools and resources to support physical and mental health, embracing change and connecting with colleagues.
• A dynamic workplace learning ecosystem complete with learning journeys, interactive online content, and inspiring programs.
• Inclusive employee-led networks to educate, inspire, amplify voices, build relationships and provide development opportunities.
• Inspiring leaders and colleagues who will lift you up and help you grow.
• A Community Impact program, because what you care about is a part of what makes you different. And how you contribute to your community should be just as unique.