Representative, Sharing Economy Express Team

Definity Financial Corporation; Canada; Hybrid; CAD 44,000 - 81,000; Full time

Benefits offered by this job

Company share ownership

Pension & RRSP matching

Volunteer days

Tuition assistance

Inclusion programs

Wellness programs

Discounts on products

Job summary

Definity Financial Corporation in Canada is seeking a Customer-focused claims professional to join the Sharing Economy Express Team as a Representative. You will guide customers through FNOL, manage commercial auto claims, and deliver empathetic, accurate service while gathering essential information and ensuring timely follow-up.

The role emphasizes effective communication, ownership of calls until resolution, and collaboration with brokers, vendors, and stakeholders.

Qualifications

• Minimum one year of APD claims experience (claims handling or FNOL).
• Active adjuster license in New Brunswick or ability to obtain one.
• Bilingualism (French/English) is an asset.
• Preferably hold a university degree, college diploma, or CIP designation.
• Knowledge of claims processes and procedures.
• Previous customer service or call centre experience is an asset.

Responsibilities

• Provide prompt, courteous, accurate, and fair claims service to all customers (internal and external).
• Guide customers through FNOL via telephone: set up FNOL, share contact details, explain next steps.
• Respond to incoming calls and call out to customers in a courteous and compassionate manner.
• Listen to customer and understand what matters to them in this claim and establish trust.
• Gather all necessary claim adjudication information, using natural conversation flow.
• Take ownership of each call until resolution and follow up on promised actions.
• Manage pending of commercial auto claims.
• Explain the claim process clearly via telephone and email.
• Interpret and apply policy wordings to determine coverage.
• Ensure claims are thoroughly investigated; collaborate with fraud investigators when needed.
• Work with customers, brokers, vendors, and stakeholders to resolve claims.
• Maintain detailed file records in appropriate systems.
• Process claims payments within authority level.
• Achieve targeted number of assigned claims annually while upholding core values.

Skills

Customer service

Communication

Bilingual (FR/EN)

Analytical thinking

Education

University degree / college diploma / CIP designation

Tools

Excel

InsurCloud

Job description

Representative, Sharing Economy Express Team

Canada

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

Customer-focused Claims Specialist experienced in guiding customers through FNOL and managing commercial auto claims from intake to resolution. Known for delivering empathetic, accurate service while building trust, gathering key information, and ensuring timely follow-up.

What to Expect

• Provide prompt, courteous, accurate, and fair claims service to all customers (internal and external).
• Guide customers through FNOL (First Notice of Loss) via telephone:
  • Set up FNOL.
  • Share contact details.
  • Explain next steps in the claims journey.
• Respond to incoming calls and call out to customers in a courteous and compassionate manner
• Listen to customer and understand what matters to them in this claim and establish trust
• Gather all necessary claim adjudication information, using natural conversation flow
• Take ownership of each call until resolution:
  • Follow up to ensure the promised actions are completed.
• Manage pending of commercial auto claims.
• Explain the claim process clearly via telephone and email.
• Interpret and apply policy wordings to determine coverage.
• Ensure claims are promptly and thoroughly investigated; collaborate with fraud investigators when needed.
• Work with customers, brokers, vendors, and stakeholders to resolve claims.
• Maintain detailed file records in appropriate systems.
• Process claims payments within authority level.
• Achieve targeted number of assigned claims annually while upholding core values.
• Perform other duties as assigned.

Customer Experience Focus

• Guide Customers Through FNOL:
  • Set up FNOL and ensure clarity on next steps.
• Connect and Build Trust:
  • Respond to calls with compassion and friendliness.
  • Listen attentively to understand customer needs.
• Create a Smooth Claims Experience:
  • Use engaging conversation to gather claim details.
  • Record information efficiently in InsurCloud.
• Inform and Support:
  • Provide clear coverage information.
  • Arrange additional services as needed.

Additional Info

• Operating hours:8 AM – 8 PM EST- Must be able to work 12-8pm shift

What You Bring

• Professional, friendly, and courteous with customers and co-workers.
• Preferably hold a university degree, college diploma, or CIP designation.
• Minimum one year of APD claims experience (claims handling or first notice of loss).
• Knowledge of claims processes and procedures.
• Previous customer service or call centre experience is an asset.
• Active adjuster license in New Brunswick or ability to obtain one.
• Excel under pressure and adapt well to change.
• Efficient in high-volume, fast-paced environments.
• Strong analytical and decision-making skills; detail-oriented and highly organized.
• High proficiency with Windows programs; excellent keyboarding skills.
• Team-oriented; value collaboration and shared goals.
• Excellent written and verbal communication skills; strong listening skills.
• Bilingualism (French/English) is an asset.

Salary Range:$43,700 - $80,500

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.

What’s in it for you?

• 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 [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).