Representative, CISS (6-month Contract)

Definity Financial Corporation; Toronto; Hybrid; CAD 48,000 - 58,000; Full time

Benefits offered by this job

Hybrid work model

In-office Oakville three days a week

Job summary

Definity Financial Corporation is seeking a Customer Care Specialist to serve as the first contact for customers, brokers, and claimants. You will capture first notice of loss information, respond to inquiries, and escalate urgent claims when needed.

You will build customer trust through active listening, empathy, and professional communication while navigating multiple systems to document information accurately.

Qualifications

• Bachelor’s degree or college diploma required or equivalent.
• Strong customer service background with call center experience preferred.
• Fluent in English; French is an asset and bilingual communication is valued.

Responsibilities

• Answer inbound calls to capture first notice of loss information and respond to inquiries.
• Provide superior customer experience by listening, de-escalating, and resolving issues.
• Navigate multiple systems to input information accurately while assisting customers.
• Document and communicate information following standardized workflows across lines of business.
• Maintain a professional and empathetic communication style and ensure attendance and reliability.

Skills

Customer service

Active listening

Communication

Bilingual English/French

Education

Bachelor's degree or college diploma

Tools

CRM software

Job description

Definity is the parent company to 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

Do you have a strong desire to help others with life's unpredictable moments? Do you provide a superior customer experience by building an authentic emotional connection with customers and maintaining a high level of professionalism and productivity? As the first contact for customers, brokers, and claimants, the Customer Care Specialist provides needed assurance and crisis management while setting the tone for Travelers' Claim experience. By handling a high volume of incoming calls, you will accurately and efficiently capture first notice of loss information and respond to customer inquiries. As you expand your communication, technical, and business knowledge you will have the opportunity to grow your career at Definity.

What to Expect

• Answers inbound calls to meet customer needs by efficiently capturing first notice of loss information, responding to questions, redirecting customers to appropriate department/claim professional or promptly escalating urgent claims according to the established escalation guidelines.
• Build and maintain customer satisfaction and trust by graciously listening to denote customer concerns and effectively applying learned product and systems knowledge.
• Adapt and modify communication style to provide a positive, consistent, empathetic, and thorough customer experience.
• Assess a variety of customer situations to ensure appropriate and comprehensive documentation of information following the guidelines of multiple workflows under the corresponding line of business.
• Navigate numerous technological systems and platforms simultaneously to accurately access and input information while interacting with the customer.
• Other responsibilities as assigned.
  

What You Bring

• Bachelor’s Degree or College Diploma with one year of insurance call centre experience claims clerical support, office related or customer service experience, or an equivalent combination of education and experience preferred.
• Bilingual in English and French is an asset.
• Enrollment in C.I.P program is an asset.
• Strong ability to maintain composure and flexibility while displaying passion, integrity, commitment, and drive to deliver a positive, differentiated service that improves our customers’ lives.
• Excellent communication skills with the ability to actively listen, empathize, build trust, establish rapport, and effectively de-escalate customer issues.
• Self-starter with the ability and drive to continuously learn new skills and flexibly adapt to new information and technology platforms.
• Strong multitasking skills including the ability to apply typing skills and system navigation to proactively address customers’ needs and concerns.
• Ability to work well in a structured work setting and adhere to a daily schedule including commitment to excellent attendance with proven reliability.

This role requires regular in-office attendance, with employees expected to work from our Oakville office three days per week.

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.

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 [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.