Claims Client Service Representative

Co-operators; Mississauga; Hybrid; CAD 40,000 - 80,000; Full time

Job summary

Join a leading Canadian financial services cooperative as a Claims Client Service Representative. This dynamic role is essential in delivering exceptional claims experiences, where you'll engage with clients, provide guidance, and ensure timely responses to inquiries. You'll work in a supportive environment that values continuous improvement and client satisfaction. With training and development opportunities, flexible work options, and a comprehensive benefits package, this position offers a chance to thrive in your career while making a positive impact on your community. If you're passionate about client service and eager to grow, this opportunity is perfect for you.

Benefits

Training and development opportunities

Flexible work options

Paid time off

Health and wellness programs

Paid volunteer days

Comprehensive total rewards package

Qualifications

• 1+ year of customer service experience required.
• Proficiency in Microsoft Office and willingness to obtain insurance licenses.

Responsibilities

• Deliver exceptional client service and respond to claims inquiries.
• Collect claims details and provide guidance on next steps.

Skills

Customer Service

Critical Thinking

Communication Skills

Team Player

Proficiency in Microsoft Office

Education

Post-secondary diploma in Insurance

Provincial Adjuster License

Chartered Insurance Professional (CIP) designation

Tools

Microsoft Office

Internet

Email Systems

Job description

Company: CGIC
Department: Claims
Employment Type: Regular Full-Time
Work Model: Hybrid
Language: English is required, French is an asset.
Additional Information: There are 18 positions available.

The Opportunity:

We are a leading Canadian financial services co-operative committed to being a catalyst for a sustainable and resilient society. Our team is essential to delivering on this strategy. We prioritize our people to ensure we provide a strong culture and development opportunities that enable our team to thrive and live our purpose. You will work with people who care passionately about you, our clients, and our communities.

Our Claims team aspires to create peace of mind for our clients and communities. Our national team of knowledgeable and trusted professionals serves our clients with compassion. We are passionate about continuous improvement and operate with high integrity, motivated by our desire to do the right thing for our clients.

As the Claims Client Service Representative, you will play a critical role in delivering an exceptional claims experience for our clients. You will offer guidance by answering incoming calls and providing meaningful direction while ensuring efficiency and timeliness for all inquiries. You will be responsible for collecting loss details, advising of coverage, setting up claim-related information, and sharing next steps.

How you will create impact:

1. Providing exceptional client service in accordance with our claims service and quality standards, enabling the organization to be the industry leader in client engagement.
2. Responding to losses presented by insureds, determining the cause of loss, collecting claims details, setting up rentals or tows, and providing information on next steps.
3. Responding to client inquiries and counseling them on the different options available in reporting their claims.
4. Identifying claim scenarios that require further investigation and escalating as required.
5. Offering feedback to our leadership team on efficiencies for processes and procedures that will enhance the client experience.

How you will succeed:

1. You influence change and are committed to continuous improvement to exceed client expectations.
2. You leverage critical thinking skills to identify problems and proactively propose solutions.
3. Your strong communication skills allow you to clearly convey messages.
4. You’re an effective team player who shares knowledge to support your peers.

To join our team:

1. You have one year of customer service experience.
2. You have sound knowledge of client service principles.
3. You have proficiency using Microsoft Office software, internet, and email systems.
4. You have or are willing to work towards your provincial adjuster licenses and/or Chartered Insurance Professional (CIP) designation.
5. Having a post-secondary diploma in Insurance is an asset.
6. Having contact centre experience, basic understanding of claims concepts and practices for auto and property insurance coverage is an asset.

• This position primarily works with majority non-francophone groups and teams located outside of Québec, requiring proficiency in English. The essential non-French duties are not assignable to adjacent or other team members.

What you need to know:

1. This role operates in a contact centre environment where a high level of audio and visual concentration is required for extended periods of time.
2. Rotational shifts outside of standard business hours, Monday through Friday.
3. Rotational on-call schedule, with shifts during evenings and weekends may be required.
4. Extended work hours, including evenings and weekends, may be required.
5. Potential exposure to conditions that require health and safety protection, such as chemicals, noise, dust, and debris.
6. This role may involve direct contact with clients and/or service providers in their environment.
7. You will be subject to a Criminal Record and Consumer History background check as a condition of employment, in the event you are the successful candidate.
8. You will be expected to work in-office for the first 3-6 months during your onboarding/learning period.

What’s in it for you?

1. Training and development opportunities to grow your career.
2. Flexible work options and paid time off to support your personal and family needs.
3. A holistic approach to your well-being, with physical and mental health programs and a supportive workplace culture.
4. Paid volunteer days to give back to your community.
5. In addition to our competitive salary and incentive programs, eligible employees also benefit from a comprehensive total rewards package including group retirement savings plans, pension, and benefits (e.g., health and wellness, dental, disability, and life coverage), mental health support, and an employee assistance program.