Customer Service Representative - Claims

Intact; Calgary; Hybrid; CAD 44,000 - 53,000; Full time

Benefits offered by this job

Hybrid work model

Extra days off (up to 5)

Wellbeing benefits

Employee Share Purchase Plan (ESPP)

Pension plan

Job summary

Intact is hiring a full-time, Calgary-based representative for its Central Payment Team. You will support day-to-day payments, respond to inquiries, and ensure work is documented to guidelines and audit standards.

The role emphasizes customer service across phone, email, and other channels, with an enabling, team-focused environment. You will process payments, review requests, and stay updated on claims concepts while developing your insurance knowledge and skills through training and

Qualifications

• Customer service experience with strong written and verbal communication and a calm, professional approach.
• High attention to detail and ability to complete accurate, time-sensitive work.
• Comfort navigating multiple systems and adapting quickly to new tools and processes.
• Strong organization and time-management skills to prioritize in a high-volume environment.
• Sound judgment, accountability, and willingness to ask questions to expedite appropriately.
• Team-first mindset with flexibility to support cross-training and shifting business needs.
• Interest in building insurance knowledge and commitment to ongoing learning (training, LinkedIn Learning, CIP/ILA).

Responsibilities

• Provide professional, empathetic, and efficient service to internal and external customers via phone, email, and other channels.
• Process and issue accurate payments in a timely manner using multiple systems and tools.
• Review payment requests for completeness and accuracy; follow procedures, controls, and approvals.
• Investigate and resolve payment inquiries, discrepancies, returns, and exceptions; escalate complex issues as needed.
• Document actions clearly to ensure file integrity and audit readiness.
• Build foundational knowledge of claims concepts to support accurate processing and communication.
• Stay current on team objectives, best practices, and process updates; maintain proficiency in systems.
• Take initiative to develop skills and improve performance through coaching and self-directed learning.
• Support other Claims Operations teams as required when cross-trained.

Skills

Customer service

Communication

Attention to detail

Time management

Multisystem navigation

Adaptability

Teamwork

Continuous learning

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

About the role

Intact Central Payment Team (CPT) is seeking a full-time permanent representative to support their day to day activities!

CPT supports Claims by issuing accurate, timely payments and providing responsive service through multiple channels. In this role, you’ll use various claims and finance systems to complete payments, respond to inquiries, and ensure all work is documented and processed in accordance with guidelines, controls, and service standards.

What You’ll Do Here

• Provide professional, empathetic, and efficient service to internal and external customers via phone, email, and other communication channels.
• Process and issue accurate payments in a timely manner using multiple systems and tools.
• Review payment requests for completeness and accuracy; follow established procedures, controls, and approval requirements.
• Investigate and resolve payment inquiries, discrepancies, returns, and exceptions; elevate complex issues when required.
• Document actions clearly and accurately to ensure file integrity and audit readiness.
• Build foundational knowledge of claims concepts (e.g., policies, endorsements, liability, coverage basics) to support accurate processing and communication.
• Stay current on team objectives, best practices, and process updates; maintain proficiency in systems and workflows.
• Take initiative to develop skills and improve performance through coaching, feedback, and self-directed learning.
• Support other Claims Operations teams as required once cross-trained, remaining flexible as priorities and staffing needs change.

What You Bring To The Table

• Customer service experience with strong written and verbal communication skills and a calm, professional approach.
• High attention to detail and a proven ability to complete accurate, time-sensitive work.
• Comfort navigating multiple systems and adapting quickly to new tools and processes.
• Strong organization and time-management skills, with the ability to prioritize effectively in a high-volume environment.
• Sound judgment, accountability, and willingness to ask questions and expedite appropriately.
• Team-first mindset with flexibility to support cross-training and shifting business needs.
• Interest in building insurance knowledge and commitment to continuous learning (e.g., internal training, LinkedIn Learning, GIE/CIP/ILA).

Il s'agit d'un nouveau rôle au sein de notre équipe en pleine croissance | This role is a new member of our growing 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.

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.