Senior Customer Service Representative

3 days ago

Edmonton, Alberta, Canada Intact Financial Corporation Full time

About the Role

We are seeking a highly skilled Senior Customer Service Representative to join our Claims team. As a key member of our team, you will be responsible for providing exceptional customer service to our clients, resolving claims in a timely and efficient manner, and ensuring that our clients receive the highest level of service.

Key Responsibilities

  • Be a subject matter expert on our policies, products, and services
  • 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
  • Willingsness 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

Requirements

  • 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

What We Offer

  • 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.

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