Sr Customer Service Representative

7 days ago

Victoria, British Columbia, Canada Intact Financial Corporation Full time
JOB DESCRIPTION

About the role

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:

Be a subject matter expert (SME) 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 Communicate via email, telephone, and text messages with customers, vendors, and teammates. Willingness 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

What You Bring to the Table:

Empathy with customers and a genuine passion for supporting people through the claims process. Self-motivated, resourceful, and resilient to independently overcome various situations. Strong problem-solving skills and critical thinking abilities. Flexibility and ability to quickly pivot as priorities may change with claims volume. Superior organizational skills, results-oriented, and agility to navigate an environment where you must think on your feet. Effective multi-tasking and efficient prioritization of tasks and time management. Excellent listening and communication skills with the ability to foster strong working relationships. Comfort with using multiple computer screens and navigating multiple applications concurrently. Customer service and sales experience preferred. Insurance experience is considered an asset. Living the Intact Values (Respect, Integrity, Excellence, Customer Driven, and Generosity) with customers, peers, and vendors is vital. 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.

Hours of Operation for the Department:

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

Salary of the successful candidate will typically be positioned between the following range, taking into consideration a number of factors including prior experience, qualifications, anticipated contribution to role, location and internal equity:

$40,.00 - $61,.00

What we offer
 

Our hybrid work model provides the balance between working from home and enjoying meaningful in-person interactions.

Working here means you'll be empowered to be and do your best every day. Here is some of what you can expect as a permanent member of our team:

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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