Claims Assistant

Job ID : 6766
Category : Claims
Brand : Definity
Regular/Temporary : Regular
Fulltime/Parttime : Full Time
Location : Waterloo, Canada

Definity includes some of Canada’s most long-standing and innovative insurance brands, including Economical Insurance, Sonnet Insurance, Family Insurance Solutions, and Petline Insurance. With strong roots that date back to 1871, we’ve grown to become a digital leader in the insurance industry. We’re proud to help our clients and communities adapt and thrive in a world of constant change.

Our promise to you: It’s better here. Why? Because we CARE, and we provide an employee experience that’s collaborative, ambitious, rewarding, and empowering.

Our ambition is to be one of Canada’s leading and most innovative P&C insurers. Come be a part of our journey, and love what you do.

Definity offers a flexible, hybrid work experience where employees work from the office and virtually depending on the type of work they are doing and who they are working with. Leaders partner with their teams to find the right balance of on-site and remote work that best meets the needs of their teams, colleagues, brokers and customers, while ensuring collaboration, teamwork and accountability for goals.

**What can you expect in this role?**
- Direct interaction with customers over the phone, via our inquiry lines, in a call-center type atmosphere
- Providing exceptional customer service by handling calls in an empathetic and professional manner.
- Analyzing customer inquiries by providing information on new or existing claims.
- Researching required information to support customers using available internal platforms.
- Directing inbound calls to the appropriate resources.
- Communicating and coordinating with internal departments to resolve customer inquiries.
- Escalating calls using proper escalation procedures, to the appropriate department or individual as required.
- Meeting personal and team adherence and compliance targets and KPI’s.
- Completion of other administrative duties as necessary or assigned.

**What do you bring to the role?**
- Fluently bilingual (English/French) in both written and verbal communication is an asset
- You’ve got the three Ps down pat - personable, productive and professional when talking on the phone with customers or coworkers
- You’re at your best when things get busy. You’ve mastered the art of staying calm and thinking fast on your feet. You’re definitely not afraid of change
- You love the idea of being part of a team.
- You have a thirst for learning and pushing your own development.
- You can juggle multiple projects without missing a beat or a single detail
- Not only do you have excellent written and verbal skills, you might also be a bit psychic because you always seem to be able to anticipate the needs of your team.
- Well organized, detailed oriented with excellent time management skills
- Strong written and verbal communication skills
- Strong keyboarding skills and are adept at navigating through numerous screens quickly and efficiently
- Previous exposure in an accounting function would be an asset
- Excellent computer skills and proficient in MS Word and Excel

**Go ahead and expect a lot — you deserve it, and we’ve got it**:

- Hybrid work schedule for most roles
- Company share ownership program
- Pension and savings programs, with company-matched RRSP contributions
- Paid volunteer days and company matching on charitable donations
- Educational resources, tuition assistance, and paid time off to study for exams
- Focus on inclusion with employee groups, support for gender affirmation surgery, access to BIPOC counsellors, access to programs for working parents
- Wellness and recognition programs
- Discounts on products and services

**Background checks**
This role requires successful clearance of a background check (including criminal checks and leadership references).

LI-Hybrid