Claims Client Service Representative

Company: CGIC

Department: Claims Response Centre

Employment Type: Regular Full-Time

Work Model: Hybrid

Language: Bilingualism in English and French is an asset.

Additional Information: This/these role(s) is/are currently vacant

We are a leading Canadian financial services co-operative committed to being a catalyst for a sustainable and resilient society and our team is essential to deliver on this strategy. That's why we prioritize our people, to ensure we provide a strong culture and development opportunities which enables our team to thrive and to live our purpose. The best part is that you will work with people that care passionately about you, our clients and our communities.

Our Claims team aspires to create peace of mind for our clients and our communities. Our national team of knowledgeable and trusted professionals serve our clients with compassion. We are passionate about continuous improvement and operate with high-integrity, motivated by our desire to do the right thing for our clients.

As the Claims Client Service Representative you will play a critical role in delivering an exceptional claims experience for our clients. You will offer guidance by answering incoming calls and providing meaningful direction, while ensuring efficiency and timeliness for all inquiries. You will be responsible for collecting loss details, advising of coverage, setting up claim related information and sharing next steps.

• Providing exceptional client service in accordance with our claims service and quality standards, with the view of enabling the organization to be the industry leader in client engagement.
• Responding to losses presented by insureds, determining the cause of loss, collecting claims details, setting up rentals or tows and providing information on next steps.
• Responding to client inquiries and counseling them on the different options available in reporting their claims.
• Identifying claim scenarios that require further investigation and escalating as required.
• Offering feedback to our leadership team on efficiencies for processes and procedures that will enhance the client experience.

• You have one year of customer service experience.
• You have sound knowledge of client service principles.
• You have proficiency using Microsoft Office software, internet and email systems.
• You have or are willing to work towards your provincial adjuster licenses and/or Chartered Insurance Professional (CIP) designation.
• Having a post-secondary diploma in Insurance is an asset.
• Having contact centre experience, basic understanding of claims concepts and practices for auto and property insurance coverage is an asset.
• This position engages with primarily non-French speaking clients located inside and/or outside of Québec and requires proficiency in English on a regular basis. The essential non-French duties are not assignable to adjacent [or] other team members.

• You influence change and are committed to continuous improvement, in order to exceed client expectations.
• You leverage critical thinking skills to identify problems and proactively propose solutions.
• Your strong communication skills allow you to clearly convey messages.
• You're an effective team player who shares knowledge to support our peers.

• Rotational shifts outside of standard business hours, Monday through Friday.
• Rotational on-call schedule, with shifts during evenings and weekends may be required.
• Extended work hours, including evenings and weekends, may be required.
• This role may involve direct contact with clients and/or service providers in their environment.
• You will be subject to a Criminal Record and Consumer History background check as a condition of employment, in the event you are the successful candidate.
• You will be expected to work in-office for the first 3-6 months during your onboarding/learning period.

• Training and development opportunities to grow your career.
• Flexible work options and paid time off to support your personal and family needs.
• A holistic approach to your well-being, with physical and mental health programs and a supportive workplace culture.
• Paid volunteer days to give back to your community.
• In addition to our competitive salary and incentive programs, eligible employees also benefit from a comprehensive total rewards package including group retirement savings plans, pension and benefits (e.g., health and wellness, dental, disability and life coverage), mental health support and an employee assistance program.