Senior Customer Experience Consultant- Claims

Intact Financial Corporation; Canada; Hybrid; CAD 81,000 - 99,000; Full time

Benefits offered by this job

Hybrid work model

Extra days off (up to 5)

Wellbeing programs

ESPP

Defined benefit pension

Job summary

Intact Financial Corporation is seeking a Senior Advisor, Customer Experience in Claims. You will analyze complex client files, resolve claims complaints, and provide expert guidance to internal and external clients.

The role requires 5+ years as a Claims Adjuster, a valid adjuster certificate, and fluency in French and English to serve clients across Canada. A hybrid work model and strong pension/bonus programs are part of the package.

Qualifications

• Minimum 5 years of experience as a Claims Adjuster (Auto & Property).
• Bilingual in French and English for nationwide interactions.
• Valid Claims Adjuster certificate (Personal & Commercial lines) required.

Responsibilities

• Analyze complex client files using information from multiple units.
• Resolve claims complaints and issue final position to insured.
• Make sound, compliant decisions on client files.
• Draft professional, formal position letters.

Skills

Claims experience 5y

Bilingual French-English

Education

DEC in Insurance

CIP designation

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.

Benefits

• - 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):
80,700 - 98,700

Annual bonus target, based on the base salary, with a potential payout of up to double the target (subject to personal and company performance):
10%

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

We are looking for a Senior Advisor, Customer Experience , to join our growing team in Claims!

What you’ll do here:

• - Analyze complex client files: Conduct in-depth factual research by leveraging all available resources and information from various business units.
• - Resolve claims complaints: Take full ownership of complaint analysis related to claims files to determine and issue the company’s final position to the insured.
• - Make sound decisions: Exercise judgment on client files while ensuring full compliance with company guidelines and policies.
• - Draft professional correspondence: Write clear, detailed, and formal position letters.
• - Provide technical expertise: Support both internal and external clients by providing expert-led technical advice.
• - Manage social media inquiries: Oversee and respond to investigations and inquiries originating from social media platforms.
• - Contribute to special projects: Participate in various strategic initiatives based on business needs.
• - Report to management: Prepare case studies and briefing notes for leadership, focusing on trends and opportunities to prevent recurrence.
• - Drive efficiency: Proactively identify opportunities to improve team processes and operational efficiency.
• - Handle information requests: Manage and process formal Access to Information requests.

What You Bring:

• - Education & Expertise: College Diploma (DEC) in Insurance or equivalent education and experience. A CIP (Chartered Insurance Professional) designation is considered an asset.
• - Proven Experience: Minimum of 5 years of experience as a Claims Adjuster, with in-depth knowledge of Auto and Property claims management.
• - Licensing: Valid Claims Adjuster certificate (Personal and Commercial lines) is required.
• - Bilingualism: Proficiency in both French and English is required, as you will interact regularly with English-speaking clients and colleagues across the country.
• - Technical Skills: Exceptional investigative and analytical skills with a sharp critical thinking mindset.
• - Service Excellence: Exemplary client focus and a proactive approach to problem-solving.
• - Conflict Management: Ability to navigate and de-escalate difficult or sensitive situations.
• - Professionalism: High level of rigor, integrity, and a strict commitment to confidentiality.
• - Self-Management: Highly autonomous with strong decision-making skills and the ability to manage stress and priorities effectively.
• - Communication: Superior oral and written communication skills.
• - Personal Attributes: Positive attitude, highly organized, and self-motivated.
• - Flexibility: Adaptable to changing priorities and available for occasional travel.
• - Work Authorization: No prior Canadian work experience required, but must be legally authorized to work in Canada.

#LI-Hybride
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.

If you are an employee of Intact or belairdirect, please apply for this role on Internal Career Site.