Sr Customer Service Representative – Claims – Intact Financial

Job Title: Sr Customer Service Representative – Claims

Location: Vancouver, BC

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.About the roleAre you excited to help people? Do you want to make a difference? Then this role is for you!We are considering candidates for future Senior Customer Service Representative opportunities.What you’ll do here:

• Be a subject matter expert (SME) on our policies, products, services, and initiatives
• Answer inquiry and new claims calls on an inbound queue while applying your knowledge, problem-solving skills and making on-the-spot decisions to move claims forward
• Accurately and clearly document files to reflect conversations and actions taken on claims
• Willingness to initiate difficult conversations with empathy and clarity regarding policy, coverage, or operational challenges and support colleagues
• Ensure that daily call centre metrics are met while taking a high volume of inbound calls
• Provide quality customer service, maintaining low hold times, and documenting files in a clear and concise manner, and other ad hoc duties
• Execute multiple tasks aligning with changing priorities and time-sensitive deadlines

What you bring to the table:

• Living the Intact Values (Respect, Integrity, Excellence, Customer Driven and Generosity) with customers, peers, and vendors is vital
• Customer service and sales experience preferred
• Insurance experience is considered an asset
• Self-motivated, resourceful, and resilient to overcome various situations is essential
• Superior organizational skills, results-oriented, and agility to navigate an environment where you must think on your feet
• Excellent listening and communication skills with the ability to foster strong working relationships
• Must be flexible to work 35 hours a week during our business hours of operation: Monday to Friday 8:00 am to 6:00 pm, and Statutory holidays
• No Canadian work experience required however must be eligible to work in Canada.

Hours of Operation for the Department are as follows:

• Monday-Friday and Occasional Saturday/Statutory Holidays
• 8:00AM-6:00PM MST
• 7:00AM-5:00PM PST

#LI-HybridSalary of the successful candidate will typically be positioned between the following range, taking into consideration a number of factors including prior experience, qualifications, anticipated contribution to role, location and internal equity: $41,000.00 – $61,400.00What we offerOur hybrid work model provides the balance between working from home and enjoying meaningful in-person interactions.Working here means you’ll be empowered to be and do your best every day. Here is some of what you can expect as a permanent member of our team:A financial rewards program that recognizes your successAn industry leading Employee Share Purchase Plan; we match 50% of net shares purchasedAn extensive flex pension and benefits package, with access to virtual healthcareFlexible work arrangementsPossibility to purchase up to 5 extra days off per yearAn annual wellness account that promotes an active and healthy lifestyleAccess to tools and resources to support physical and mental health, embracing change and connecting with colleaguesA dynamic workplace learning ecosystem complete with learning journeys, interactive online content, and inspiring programsInclusive employee-led networks to educate, inspire, amplify voices, build relationships and provide development opportunitiesInspiring leaders and colleagues who will lift you up and help you growA Community Impact program, because what you care about is a part of what makes you different. And how you contribute to your community should be just as unique.We are an equal opportunity employerAt 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.If you are an employee of Intact or belairdirect, please apply for this role on Internal Career Site.

Company Name: Intact Financial

Salary: $41000 – 61400 per year

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