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Customer Service Representative - Claims

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Intact

2d ago

  • Job
    Full-time
    Entry, Junior, Mid & Senior Level
  • Customer Relations
    Sales & Business Development
  • Ottawa

AI generated summary

  • You need integrity, a valid driver's license, customer service experience, strong organizational skills, and excellent communication. Flexibility for a 35-hour work week is essential.
  • You will handle inquiry calls, document claims, initiate tough conversations with empathy, meet service metrics, and adapt to changing priorities in a fast-paced environment.

Requirements

  • Living the Intact Values: Integrity, Respect, Customer-driven, Excellence and Generosity with customers, peers, and vendors is vital.
  • Valid driver's license with a good driving record
  • 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 7:00 am to 7:00 pm, and Saturday 9:00am - 5:00pm.

Responsibilities

  • Be a subject matter expert on our policies, products, services, and initiatives.
  • Answer inquiry calls from our insureds or internal staff while applying your knowledge, problem-solving skills and making on-the-spot decisions to move requests 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, insurance coverage, or operational challenges.
  • Ensure that Service Centre metrics are met while performing day-to-day tasks.
  • Provide quality customer service, always maintaining professionalism, and documenting files in a clear and concise manner.
  • Execute multiple tasks aligning with changing priorities and time-sensitive deadlines.
  • This is a fast-evolving environment, and other ad hoc duties could be assigned to you.

FAQs

What is the role of a Customer Service Representative in Claims?

The Customer Service Representative in Claims is responsible for answering inquiry calls, providing information about policies and claims, documenting conversations accurately, and delivering quality customer service while navigating a fast-evolving environment.

What qualifications are required for this position?

Candidates should possess a valid driver's license, customer service and sales experience, and preferably some insurance experience. They should also demonstrate strong organizational skills, excellent communication abilities, and flexibility to adapt to changing priorities.

What are the working hours for this role?

The working hours are 35 hours a week during business hours, which are Monday to Friday from 7:00 am to 7:00 pm, and Saturday from 9:00 am to 5:00 pm.

Is there any specific training provided for new hires?

Yes, new hires can expect a dynamic workplace learning ecosystem that includes various learning journeys, interactive online content, and inspiring programs to help them grow in their role.

What kind of benefits does Intact offer its employees?

Intact offers a comprehensive benefits package that includes a financial rewards program, an Employee Share Purchase Plan, flexible work arrangements, an extensive pension plan, an annual wellness account, and health resources for physical and mental well-being.

How does Intact support workplace diversity?

Intact is committed to creating an inclusive workplace that values diversity as a strength. They encourage applications from equity-deserving groups and have policies in place to ensure equal access and participation for individuals with disabilities.

What does the Community Impact program entail?

The Community Impact program allows employees to engage with their communities uniquely, supporting causes that are important to them and fostering a culture of giving back.

What should I do if I need accommodations during the recruitment process?

If you require specific adjustments to make the recruitment process more accessible, you should inform us when we reach out about the job opportunity, and we will work with you to meet your needs.

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Intact

Insurance is not about things. Insurance is about people. L’assurance s’intéresse aux personnes, pas aux choses.

Finance
Industry
10,001+
Employees
1809
Founded Year

Mission & Purpose

We are here to help people, businesses and society prosper in good times and be resilient in bad times. This is our purpose and the foundation of our company – it drives everything we do and gives meaning to our work.