Customer Service Expert

4 weeks ago

Calgary, Alberta, Canada Intact Financial Corporation Full time

At Intact Financial Corporation, we're committed to helping people, businesses, and society prosper in good times and be resilient in bad times. As a Senior Customer Service Representative, you'll play a vital role in delivering exceptional customer experiences and making a meaningful impact.

About the Role

We're seeking a highly skilled and customer-focused individual to join our team as a Senior Customer Service Representative. In this role, you'll be responsible for providing expert-level support to customers, resolving complex claims, and ensuring that our customers receive the highest level of service.

Key Responsibilities

  • 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 claims forward
  • Accurately and clearly document files to reflect conversations and actions taken on claims
  • 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

What You Bring to the Table

  • 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

As a permanent member of our team, you can expect a range of benefits, including a financial rewards program, an industry-leading Employee Share Purchase Plan, an extensive flex pension and benefits package, flexible work arrangements, and more.

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