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Service Excellence Representative

3 months ago

Ottawa, Ontario, Canada Intact Financial Corporation Full time

Position Overview

At Intact Financial Corporation, our team members are essential to our mission: to assist individuals, businesses, and communities thrive during prosperous times and remain resilient during challenges. By joining us, you will be part of a dedicated group of professionals committed to this purpose.

We encourage personal and professional development, valuing each individual's unique contributions—here, diversity is celebrated. We promise to support your journey towards achieving your aspirations through various tools, opportunities, and flexible arrangements. This is our commitment to you.

Our hybrid work model strikes a balance between remote work and valuable in-person collaboration.

Role Responsibilities

We are seeking a Customer Service Representative to become a vital member of our Claims Department within the Customer Service Centre.

As a Customer Service Representative, your role will significantly influence the delivery of exceptional customer service to both external and internal clients in a call centre setting. You will be relied upon to provide accurate information and swiftly address inquiries in a courteous manner. We are looking for a proactive and organized individual with a positive attitude to join our team.

Your Key Responsibilities:

  • Serve as a knowledgeable resource on our policies, products, services, and initiatives.
  • Handle incoming inquiries and new claims calls, utilizing your expertise and problem-solving abilities to facilitate claims processing.
  • Document interactions clearly and accurately to reflect conversations and actions taken regarding claims.
  • Take ownership of all calls, ensuring support for customers and colleagues alike.
  • Meet daily call centre performance metrics while managing a high volume of inbound calls.
  • Deliver quality customer service, maintaining low wait times and clear documentation.
  • Complete additional tasks or projects as assigned by your supervisor.

Qualifications:

  • Bilingual proficiency in French and English is an asset.
  • A university degree or a relevant combination of training and experience.
  • Willingness to pursue the Chartered Insurance Professional (CIP) designation.

Skills & Competencies:

  • Embodying Intact's values in interactions with customers, colleagues, and vendors is crucial.
  • Previous experience in customer service and sales is preferred.
  • Experience in the insurance sector is considered advantageous.
  • Self-motivated, resourceful, and resilient in overcoming challenges.
  • Excellent organizational skills, results-driven, and capable of thriving in a fast-paced environment.
  • Strong listening and communication skills, with the ability to build effective working relationships.
  • Flexibility to work 35 hours weekly during operational hours, including statutory holidays.

What We Offer:

Joining our team means you will be empowered to perform at your best every day. Here are some benefits you can expect as a permanent member of our organization:

  • A financial rewards program recognizing your achievements.
  • An industry-leading Employee Share Purchase Plan, with a 50% match on net shares purchased.
  • An extensive pension and benefits package, including access to virtual healthcare.
  • Flexible work arrangements.
  • Opportunity to purchase up to five additional days off annually.
  • An annual wellness account promoting an active and healthy lifestyle.
  • Access to resources supporting physical and mental well-being, embracing change, and connecting with colleagues.
  • A dynamic learning environment featuring learning journeys, interactive online content, and inspiring programs.
  • Inclusive employee-led networks aimed at education, inspiration, and development opportunities.
  • Supportive leaders and colleagues dedicated to your growth.
  • A Community Impact program, recognizing that your unique contributions to the community matter.