Customer Service Representative, Service Centre

Intact Financial Corporation; Toronto; On-site; CAD 47,000 - 58,000; Full time

Job summary

Intact Financial Corporation in Toronto is hiring a Customer Service Representative to join our growing Service Centre. This full-time, permanent role will involve fast-paced front-line customer service, handling inquiries and documenting information.

You will contribute to process improvements, work closely with others, and provide courteous service in a 35-hour week on-site in Toronto. Insurance knowledge is a plus, and MS Office familiarity is beneficial.

Qualifications

• Experience in frontline customer service preferred.
• Knowledge of insurance is an asset.
• Excellent communication and interpersonal skills.
• Ability to document information accurately and follow procedures.
• Team-oriented with ability to work in a fast-paced environment.

Responsibilities

• Provide fast-paced front-line customer service within the Service Centre.
• Be the first point of face-to-face contact with customers and respond to inquiries.
• Identify opportunities to drive process improvements affecting the customer experience.
• Respond to inquiries including claims-related information in line with company standards.
• Interpret and update documents and data for various business lines; ensure accuracy.

Skills

Customer service

Communication

Problem solving

Teamwork

Driver license

Tools

MS Office

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.

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 below is based on a 35-hour workweek and would represent a majority of diffferent candidate profiles. However, we encourage candidates who may fall outside of this range to apply as well.

Salary range (but not limited to):

47,100 - 57,500

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%

About the role

We’re looking for a Customer Service Representative to join our growing team at the Toronto Service Centre (64 Fordhouse Blvd)! This is a full-time/permanent opportunity.

What you’ll do here:

• Be responsible for providing fast-paced front-line customer service within the Service Center.
• Be the first point of face-to-face contact with customers, responding to their inquiries, complaints, anticipating their needs and documenting information.
• Identify opportunities to drive process improvements that positively impact the customer’s experience in a holistic approach.
• Respond to internal and external customer enquiries which include completing and documenting inquiries received from claimants and provide information based on Intact’s standards and procedures in a courteous and respectful manner.
• In consultation with others, you will interpret, check and update various documents and data for various business lines, confirming accuracy and identifying issues or errors.
• Document and direct inqus and assignments to appropriate individuals or units.
• Perform routine administrative functions such as file processing as requested by the Service Centre Managers.

What you bring to the table:

• Availability to work a total of 35 hours per week within the Intact Service Centre operating hours: Monday to Friday 7:00 am to 7:00 pm, and Saturdays from 9:00AM – 5:00PM on a rotating basis.
• Ability to work on-site at the Intact Service Center in Toronto, work from home is not offered nor is any flexible work arrangement.
• A valid drivers license, with a clean driving record; able to drive automatic, and ability to drive manual transmission is an asset; and prepared for light physical work cleaning vehicles is an asset.
• Able to assist with Valet duties as required. This can include washing vehicles, vehicle deliveries, and valeting a vehicle to our Rely vendors.
• Ability to work on your feet for extended periods of time.
• Legendary customer service and communication skills.
• Ability to carry out instructions provided in written, oral, or diagram form.
• Ability to deal with and solve problems involving specific parameters in standardized situations.
• Ability to work in a fast pace, high pressure environment.
• Team player with ability to share job responsibilities of others when called on.
• Knowledge of Insurance is an asset.
• Familiarity with MS Office products.

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.

Learn more about our recruitment process and your candidate journey here.

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.