Sr Customer Service Representative

5 days ago

Victoria, British Columbia, Canada Intact Financial Corporation Full time
Nos équipes sont au coeur de tout ce que nous faisons. Ensemble, nous aidons les gens, les entreprises et la société à aller de l'avant dans les bons moments et à être résilients dans les moments difficiles.

Notre promesse aux employés, c'est ce qu'Intact vous promet en échange de votre engagement à vivre nos valeurs, à donner le meilleur de vous-mêmes, à être ouverts au changement et à vous investir dans votre carrière. Nous vous promettons de vous soutenir et de vous offrir des occasions de développement et des avantages financiers axés sur la performance dans un milieu de travail où vous pouvez façonner l'avenir, réussir en équipe et évoluer avec nous.

À propos du poste

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

We are considering candidates for future Senior Customer Service Representative opportunities.

What You'll Do Here:

1. Be a subject matter expert (SME) on our policies, products, services, and initiatives
2. 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
3. Accurately and clearly document files to reflect conversations and actions taken on claims
4. Communicate via email, telephone, and text messages with customers, vendors, and teammates.
5. Willingness to initiate difficult conversations with empathy and clarity regarding policy, coverage, or operational challenges and support colleagues
6. Ensure that daily call centre metrics are met while taking a high volume of inbound calls
7. Provide quality customer service, maintaining low hold times, and documenting files in a clear and concise manner, and other ad hoc duties
8. Execute multiple tasks aligning with changing priorities and time-sensitive deadlines

What You Bring to the Table:

1. Empathy with customers and a genuine passion for supporting people through the claims process.
2. Self-motivated, resourceful, and resilient to independently overcome various situations.
3. Strong problem-solving skills and critical thinking abilities.
4. Flexibility and ability to quickly pivot as priorities may change with claims volume.
5. Superior organizational skills, results-oriented, and agility to navigate an environment where you must think on your feet.
6. Effective multi-tasking and efficient prioritization of tasks and time management.
7. Excellent listening and communication skills with the ability to foster strong working relationships.
8. Comfort with using multiple computer screens and navigating multiple applications concurrently.
9. Customer service and sales experience preferred.
10. Insurance experience is considered an asset.
11. Living the Intact Values (Respect, Integrity, Excellence, Customer Driven, and Generosity) with customers, peers, and vendors is vital.
12. 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.
13. No Canadian work experience required, however, must be eligible to work in Canada.

Hours of Operation for the Department:

1. Monday to Friday and Occasional Saturday/Statutory Holidays
2. 8:00 AM - 6:00 PM MST
3. 8:00am – 5:00 PM PST

Le salaire du candidat retenu se situera généralement dans l'échelle suivante et tiendra compte de plusieurs facteurs comme son expérience de travail, ses compétences, sa contribution anticipée quant au poste, l'équité interne, ses niveaux d'autonomie et de performance et son lieu de travail:

$40,900.00 - $61,300.00

Ce que nous offrons

Notre formule hybride permet de maintenir un équilibre entre le télétravail et les avantages des interactions en personne.

En travaillant chez nous, vous aurez tous les outils pour donner le meilleur de vous-même chaque jour. Voici ce à quoi vous pouvez vous attendre en devenant un membre permanent de notre équipe :

1. Un régime complet d'avantages financiers qui reconnaît vos succès
2. Un régime d'achat d'actions des employés parmi les meilleurs de l'industrie, avec une cotisation de contrepartie correspondant à 50% des actions nettes achetées
3. Un régime de retraite et d'avantages sociaux flexible et complet, et un service de soins de santé virtuels
4. Des aménagements de travail flexibles
5. La possibilité d'acheter jusqu'à cinq jours de congé supplémentaires chaque année
6. Un compte de dépenses mieux-être pour favoriser un mode de vie sain et actif
7. Un accès à des outils et à des ressources qui vous aident à rester en santé physiquement et mentalement, à accueillir le changement et à communiquer avec vos collègues
8. Un écosystème d'apprentissage dynamique en milieu de travail, offrant des parcours d'apprentissage, du contenu interactif en ligne et des programmes inspirants
9. Des réseaux inclusifs dirigés par des employés pour informer, inspirer, faire entendre, établir des relations et offrir des occasions de perfectionnement
10. Des dirigeants et des collègues inspirants qui vous soutiennent et contribuent à votre développement
11. Un programme d'action communautaire, car ce qui vous tient à cœur fait partie de ce qui vous rend unique et la façon dont vous redonner à la collectivité doit l'être tout autant

Égalité d'accès à l'emploi
Le respect est une des valeurs d'Intact. Pour nous, cela veut dire voir la diversité comme une force. Nous veillons à offrir un milieu de travail accessible où tout le monde se sent valorisé, inclus et encouragé à partager son point de vue unique.

Nous encourageons les candidatures de personnes appartenant à des groupes dignes d'équité, notamment les femmes, les Autochtones, les personnes handicapées, les personnes noires et les personnes faisant partie de la communauté 2ELGBTQI+.

Dans le cadre de l'engagement d'Intact envers la réconciliation, nous reconnaissons que nous travaillons, nous nous réunissons et voyageons dans un territoire habité à l'origine par les Premières Nations, les Métis, les Inuits, appelé aujourd'hui Canada. Cette histoire s'étend sur plusieurs siècles et continue d'évoluer aujourd'hui.

Nous avons mis en place des politiques qui visent à assurer aux personnes handicapées l'égalité d'accès et de participation, entre autres grâce à des mesures d'adaptation (accommodements) en milieu de travail. Un exemplaire de ces politiques est disponible sur demande.

Si nous pouvons rendre le processus de recrutement plus accessible pour vous, n'hésitez pas à nous le dire quand nous vous ferons part d'une possibilité d'emploi. Nous travaillerons avec vous pour répondre à vos besoins.

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