Job Description

Our employees are at the heart of what we do best: helping people, businesses and society prosper in good times and be resilient in bad times. When you join our team, you’re bringing this purpose to life alongside a passionate community of experts.

Feel empowered to learn and grow while being valued for who you are– here, diversity is a strength. You have our commitment to support you in reaching your goals with tools, opportunities, and flexibility. It’s our employee promise.

Our hybrid work model provides the balance between working from home and enjoying meaningful in-person interactions.

Read on to see how you can shape the future, win as a team, and grow with us.

About the role

Are you excited to help people? Do you want to make a difference? Then this role is for you! We’re looking for Senior Customer Service Representatives – Claims to join our growing team!

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-Hybrid

What we offer

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 success

An industry leading Employee Share Purchase Plan; we match 50% of net shares purchased

An extensive flex pension and benefits package, with access to virtual healthcare

Flexible work arrangements

Possibility to purchase up to 5 extra days off per year

An annual wellness account that promotes an active and healthy lifestyle

Access to tools and resources to support physical and mental health, embracing change and connecting with colleagues

A dynamic workplace learning ecosystem complete with learning journeys, interactive online content, and inspiring programs

Inclusive employee-led networks to educate, inspire, amplify voices, build relationships and provide development opportunities

Inspiring leaders and colleagues who will lift you up and help you grow

A 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 employer

At Intact, we value diversity and strive to create an inclusive, accessible workplace where all individuals feel valued, respected, and heard.

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.

Click here to review other important information about the hiring process, including background checks, internal candidates, and eligibility to work in Canada.

If you are an employee of Intact or belairdirect, please apply for this role on Contact People.

Required languages: English

Education level: N/A

Required skills: See "Description"

Closest intersection: Calgary, 1200 321- 6th Ave. / Edmonton, 700-10830 Jasper Ave