Representative, Auto Claims

Kibbi Technologies Inc.; Calgary; Hybrid; CAD 45,000 - 82,000; Full time

Benefits offered by this job

Hybrid work schedule

Company share ownership program

Pension and RRSP

Paid volunteer days

Tuition assistance

Wellness programs

Job summary

Definity's Economical Insurance division is hiring a Claims Representative for Auto Claims. You will investigate and settle first-party automobile claims while delivering a positive experience for customers.

You will guide customers through FNOL by phone, explain the process, determine coverage, work with vendors, and maintain detailed records. The role requires a high school diploma and strong communication skills; hybrid work is available.

Qualifications

• Minimum high school diploma required.
• Experience handling automobile policies and terminology.
• Previous customer service and call centre experience is an asset.
• Excellent keyboarding skills to navigate multiple systems quickly.
• Professional, friendly, and courteous to customers.
• Ability to thrive under pressure and stay calm.
• Excellent written and verbal communication skills.

Responsibilities

• Investigate and settle first-party automobile claims.
• Guide customers through FNOL by telephone and explain next steps.
• Provide prompt, courteous, accurate, and fair claims service.
• Own each call until resolution; follow up as needed.
• Explain the claim process clearly to customers.
• Confirm coverage under the customer policy.
• Ensure timely investigation of claims.
• Work with customers and vendors to resolve claims.
• Maintain detailed file records in systems.
• Process claim payments within authority.
• Initiate salvage and subrogation on assigned claims.
• Meet targets for assigned claims per year and maintain file disposition rate.

Skills

Auto claims knowledge

Customer service

Call center experience

Typing/keyboarding

Communication

Calm under pressure

Professional demeanor

Education

High school diploma

Job description

Economical is part of Definity, which includes 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

Are you passionate about helping customers through challenging situations and delivering exceptional service? We are looking for a Claims Representative to join our Auto Claims team. In this role, you will investigate, evaluate, and resolve first-party automobile claims while providing a positive and seamless experience for our customers.

What to Expect

• Report to the Team Leader and will be responsible for investigating and settling first-party automobile claims.
• Guide Customers through FNOL by telephone: Set up the FNOL, sharing contact details and ensuring the customer knows the next steps in their claims journey.
• Provide prompt, courteous, accurate and fair claims service to all customers, internal and external.
• Taking ownership of each call, handling it until resolution is reached, which includes follow-up, as necessary to ensure that the actions promised to the caller are completed.
• Fully explain the claim process to all customers in a way they’ll easily understand.
• Confirm whether claims are covered under a customer’s policy.
• Ensure all claims are promptly investigated.
• Work with the customer and preferred vendors to determine the best way to resolve the claim.
• Maintain detailed file records by entering pertinent data into the appropriate systems.
• Process claims payments within your authority level.
• Initiate salvage and subrogation procedures on assigned claims.
• Achieve the targeted number of assigned claims per year, while living our core values and meeting competencies.
• Achieve and maintain a file disposition rate of 100% on a monthly basis.

What You Bring

• Minimum high school diploma required
• Experience handling automobile with a good understanding of terminology and auto policies
• Previous customer service and call centre experience is a definite asset
• Excellent keyboarding skills and ability to navigate through numerous screens and systems quickly and easily
• Professional, friendly and courteous to customers
• Able to thrive under pressure and remain calm
• Excellent written and verbal communication skills

***Our operating hours are between 8 am - 7pm EST***

Salary Range: $45,000 - $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’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?

• Hybrid work schedule for most roles
• 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 contacting [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).

#LI-Hybrid