Bilingual Customer Service Representative

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 role We’re looking for a Bilingual Customer Service Representative to join our Claims Department in the Customer Service Centre. This position offers you the opportunity to develop and deliver outstanding customer service in a dynamic call centre environment. We seek highly motivated and organised individuals with a ‘can do’ attitude to be part of our team. What you’ll do here: Be a subject matter expert 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 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 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. Execute multiple tasks aligning with changing priorities and time‑sensitive deadlines. Fast‑evolving environment; other ad hoc duties could be assigned to you. What you bring to the table: Living the Intact Values: Integrity, Respect, Customer‑driven, Excellence and Generosity with customers, peers, and vendors is vital. Dedication to your professional development. Customer service and sales experience preferred. Insurance experience is considered an asset. Self‑motivated, resourceful, and resilient to overcome various situations is essential. Superior organisational 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. Bilingual in French and English is mandatory. We are an equal opportunity employer. At 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. Please note that Intact does not provide sponsorship or other support for immigration‑related matters including but not limited to employer‑specific closed work permits. Candidates must be eligible to work in Canada from the anticipated start date and throughout their employment and are solely responsible for maintaining their work eligibility. #J-18808-Ljbffr