Claims Representative I

Our employees are at the heart of what we do best: helping people, businesses and society prosper in good times and be resilient in bad times. When you join our team, you’re bringing this purpose to life alongside a passionate community of experts.

Feel empowered to learn and grow while being valued for who you are
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Our hybrid work model provides the balance between working from home and enjoying meaningful in-person interactions.

Read on to see how you can shape the future, win as a team, and grow with us.

**About the role**

**About Us**:
Intact is a leading insurance provider committed to delivering exceptional service and support to our clients. We pride ourselves on our dedicated team and are looking for a Telephony Agent to join our Group Benefits Claims Department.

**Position Overview**:
As a Telephony Agent, you will be the first point of contact for our clients, providing them with essential policy details and technical support related to their group benefits claims. Your role is pivotal in ensuring a seamless experience for our customers, demonstrating patience, empathy, and a commitment to outstanding service.

**Key Responsibilities**:

- Answer incoming calls from clients regarding group benefits claims and provide accurate policy information.
- Assist customers with technical support inquiries, ensuring clear communication and understanding.
- Exhibit patience and empathy while addressing customer concerns and inquiries.
- Maintain accurate records of customer interactions and transactions.
- Collaborate with team members to enhance service delivery and improve processes.
- Manage multiple tasks efficiently while maintaining a high level of organization and attention to detail.
- Investigate claims adjudication based on policy and industry guidelines, and clearly explain payment decisions, including declines.
- Investigate complex claims by referring to government programs, manuals, and underwriters, as necessary.
- Log onto a busy phone queue while simultaneously submitting requests for review and correction of previously adjudicated claims.
- Make outbound calls to providers and members to assist in claim resolution.
- Identify discrepancies when the system has processed a claim differently from policy guidelines.
- Ensure quality and quantity of work are monitored against set KPIs.

**Qualifications**:

- A minimum of 2 years of experience in group benefits claims or administration is an asset.
- Proven experience in customer service with the ability to exhibit patience and express sincere empathy to clients.
- Excellent written and verbal communication skills.
- A college diploma or university degree is preferred.
- Superior organizational and computer skills; detail-oriented with a focus on accuracy.
- Advanced alpha and numerical keyboard skills.
- Ability to remain focused while handling multiple tasks in a fast-paced environment.
- Bilingual in English and French is an asset.

**Why Join Us?**

At Intact, we value our employees and foster a supportive work environment. We offer competitive compensation, comprehensive benefits, and opportunities for professional growth.

If you are passionate about providing exceptional customer service and meet the qualifications listed above, join us in making a difference in the lives of our clients through compassionate and effective service

Intact is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

**What we offer**

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.

**We are an equal opportunity employer**

At Intact, we value diversity and strive to create an inclusive, accessible workplace where all individuals feel