Représentant.e du service à la clientèle, Indemnisation

BrokerLink is a growing company under Intact Financial Corporation, and they are seeking a Customer Service Representative for their Claims department. The role involves handling inbound calls, documenting claims, and providing quality customer service while meeting call center metrics.

Responsibilities

• 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

Skills

• 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
• Living the Intact Values: Integrity, Respect, Customer-driven, Excellence and Generosity with customers, peers, and vendors is vital
• 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 7:00 am to 6:00 pm, and Statutory holidays
• No Canadian work experience required however must be eligible to work in Canada
• Customer service and sales experience preferred
• Insurance experience is considered an asset

Benefits

• 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)
• Annual bonus target, based on the base salary, with a potential payout of up to double the target (subject to personal and company performance)
• Employee Share Purchase Plan (ESPP) – with Intact matching 50% of your net shares
• Pension offerings provide flexibility and long-term security for our employees beyond their careers
• Guaranteed income for life via our defined benefit pension plan

Company Overview