Customer Service Representative

Our employees are at the heart of everything we do. Together, we help people, businesses, and society prosper in good times and be resilient in bad times.

Our employee promise represents Intact's commitment to you in exchange for living our Values, striving to do your best work, being open to change and investing in your career. In return, we promise to provide support, opportunities and performance-led financial rewards at a workplace where you can shape the future, win as a team and grow with us.

Pay at Intact is about much more than just salary.

• Flexible work arrangements and a hybrid work model

• Possibility to purchase up to 5 extra days off per year

• Multiple benefits offered to support physical and mental wellbeing, including telemedicine, Wellness account and much more

• Share plan & other savings: up to 12% of salary or even more (ask how you could earn guaranteed income for life)

Salary range (but not limited to):

Annual bonus target, based on the base salary, with a potential payout of up to double the target (subject to personal and company performance):

As part of our commitment to Win As A Team, we share our success with employees through our annual bonus plan and Employee Share Purchase Plan (ESPP) – with Intact matching 50% of your net shares.

Our pension offerings provide flexibility and long-term security for our employees beyond their careers. We are one of the few companies offering the opportunity to receive guaranteed income for life via our defined benefit pension plan.

Salary for the candidate will be determined taking into consideration a number of factors including: experience, skills, qualifications, anticipated contribution to role, internal equity, etc. The salary range presented above is based on a 35-hour workweek and would represent a majority of different candidate profiles. However, we encourage candidates who may fall outside of this range to apply as well.

About the role

Job Description

We're looking for a Customer Service Representative to join our Claims Department in the Customer Service Centre This position is for our Ottawa office.

As a Customer Service Representative your work will have a big impact on providing legendary customer service to both our external and internal clients in a call centre environment. People will count on you to provide information and quickly resolve their inquiries 
in a professional manner. We are looking for a highly motivated and organized individual with a 'can do' attitude to join our team

What you'll do here:

• 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 requests forward.

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

• Willingness to initiate difficult conversations with empathy and clarity regarding policy, insurance coverage, or operational challenges.

• 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.

• Execute multiple tasks aligning with changing priorities and time-sensitive deadlines

• This is a fast-evolving environment, and other ad hoc duties could be assigned to you.

What you bring to the table:

• Living the Intact Values: Integrity, Respect, Customer-driven, Excellence 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.

We are an equal opportunity employer

At Intact, our Value of respect is founded on seeing diversity as a strength. We strive to create an accessible workplace where employees feel valued, included and encouraged to share their unique perspectives.

We encourage applications from individuals who are members of equity-deserving groups, including but not limited to women, Indigenous peoples, persons with disabilities, Black people, and members of the 2SLGBTQI+ community.

As part of Intact's commitment to reconciliation, we acknowledge that we work, meet and travel across the land currently called Canada, originally inhabited by First Nations, Metis and Inuit people. This history extends through many centuries and continues to evolve today.

We have policies to ensure equal access and participation for people with disabilities, including providing workplace adjustments (accommodations). A copy of applicable policies is available on request.

If we can provide a specific adjustment to make the recruitment process more accessible for you, please let us know when we reach out about a job opportunity. We'll work with you to meet your needs.

Learn more about our recruitment process and your candidate journey here.

Please note that Intact does not provide sponsorship or other support for immigration-related matters including but not limited to employer-specific closed work permits. Candidates must be eligible to work in Canada from the anticipated start date and throughout their employment and are solely responsible for maintaining their work eligibility.

If you are an employee of Intact or belairdirect, please apply for this role on Internal Career Site.