Customer Service Representative - Claims

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.

Il s'agit d'un nouveau rôle au sein de notre équipe en plein croissance | This role is a new member of our growing team.