Customer Service Representative

19 hours ago

Laval, Quebec, Canada Intact Full time

Customer Service Representative, Claims role seeks a subject matter expert to handle inbound calls, provide quality service, and meet daily call centre metrics.

At Intact, we empower our employees to learn and grow while being valued for who they are. Our hybrid work model provides a balance between working from home and in-person interactions.

We're looking for a Customer Service Representative, Claims to join our team. As a subject matter expert, you'll be responsible for:

  • Answering inquiry and new claims calls on an inbound queue while applying your knowledge, problem-solving skills, and making on-the-spot decisions to move requests forward.
  • Accurately and clearly documenting files to reflect conversations and actions taken on claims.
  • Initiating difficult conversations with empathy and clarity regarding policy, insurance coverage, or operational challenges.
  • Ensuring daily call centre metrics are met while taking a high volume of inbound calls.
  • Providing quality customer service, maintaining low hold times, and documenting files in a clear and concise manner.
  • Executing multiple tasks aligning with changing priorities and time-sensitive deadlines.

Key qualifications include:

  • Living the Intact Values: Integrity, Respect, Customer-driven, Excellence, and Generosity.
  • Customer service and sales experience preferred.
  • Insurance experience is considered an asset.
  • Self-motivated, resourceful, and resilient to overcome various situations.
  • 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.
  • Flexibility to work 35 hours a week during business hours of operation.

We offer a range of benefits, including:

  • A financial rewards program that recognizes your success.
  • An industry-leading Employee Share Purchase Plan.
  • An extensive flex pension and benefits package.
  • 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.
  • A dynamic workplace learning ecosystem.
  • Inclusive employee-led networks.
  • Inspiring leaders and colleagues.
  • A Community Impact program.

We are an equal opportunity employer and value diversity and inclusion in the workplace.

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