Job Description

We invite and encourage all aspiring candidates who self-identify as Indigenous to apply for this opportunity. Indigenous Peoples include status and non-status First Nations, Métis and Inuit people.

At Intact Insurance, we believe insurance is not about things, it’s about people. It’s what we believe, and it shapes everything we do. It’s why we strive to provide a second-to-none experience for our customers and create an inspiring workplace for our employees to thrive in and “grow with us”. We have an exciting opportunity, in claims for a Senior Customer Service Representative.

As a Senior Customer Service Representative, you will work with customers who have experienced a loss to their automobile and have had a disruption to their daily routines, such as dropping kids off at school, commuting to school or work, or completing work tasks with commercial vehicles.

Are you excited to help people? Do you want to make a difference? Then this role is for you!

What You’ll Do Here:

-Be a subject matter expert (SME) on our policies, products, services, and initiatives
-Answer Auto 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
-Communicate via email, telephone, and text messages with customers, vendors, and teammates.
-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:

-You self-identify as Indigenous (First Nations, Inuit, or Métis)
-Empathy with customers and a genuine passion for supporting people through the claims process
-Self-motivated, resourceful, and resilient to independently overcome various situations
-Strong problem-solving skills and critical thinking abilities
-Flexibility and ability to quickly pivot as priorities may change with claims volume
-Superior organizational skills, results-oriented, and agility to navigate an environment where you must think on your feet
-Effective multi-tasking and efficient prioritization of tasks and time management
-Excellent listening and communication skills with the ability to foster strong working relationships
-Comfort with using multiple computer screens and navigating multiple applications concurrently
-Customer service and sales experience preferred
-Insurance experience is considered an asset
-Living the Intact Values (Respect, Integrity, Excellence, Customer Driven, and Generosity) with customers, peers, and vendors is vital
-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:

Monday to Friday and Occasional Saturday/Statutory Holidays
8:00 AM – 6:00 PM MST

Intact’s Commitment to Diversity:

We aim to ensure our employees and leaders are representative of the communities we serve.

Intact is committed to building a fair, inclusive and accessible workplace where everyone feels valued, respected and heard.

Our commitments to reconciliation are implemented collaboratively with Indigenous employees and Intact’s Indigenous Circle of Inclusion Employee Network.

Please apply directly on the Intact careers site: https://careers.intactfc.com/ca/en/job/R146708/Career-Opportunities-for-Indigenous-Peoples-Senior-Customer-Service-Rep

Required languages: English

Education level: N/A

Required skills: See 'Description'

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