Customer Service Representative - Claims

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):

43,600 - 53,200

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

5%

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

Customer Service Representative - Operations

About the role

We’re looking for a Customer Service Representative, Claims to join our growing team!

Hybrid work arrangement (Calgary office): This position follows a hybrid schedule based out of our Calgary office. For the first six months (training period), employees are expected to work on-site four (4) days per week. After training, the schedule transitions to two (2) days per week in the office, with the remaining days worked remotely, subject to business needs.

What you’ll do here:

• Support day-to-day operations across our Claims Operations department, partnering with six core teams: Intake & Assigning, Western Dispatch, West Rental Support, Central Payment Team, Salvage Team, and Western Claims System Help.
• Review and open new claims from received FNOLs and demands, and ensure timely assigning for next steps in the claims process.
• Triage work and assign claims to the appropriate adjuster and/or team based on established guidelines, urgency, and complexity.
• Coordinate operational activities that support the claim lifecycle, including dispatch support to our field appraisers, rental management across the West, and follow-up on time-sensitive activities.
• Process claim-related payments across lines of business (e.g., Auto, Property, Health), ensuring accuracy, appropriate documentation, and adherence to workflows.
• Support salvage workflows by monitoring pending units, updating statuses, and completing required administrative actions to keep claims moving forward.
• Manage and/or escalate claims system support needs by submitting, tracking, and resolving system tickets (e.g., access requests, troubleshooting, workflow issues).
• Accurately and clearly document claims and internal systems to reflect conversations, decisions, and actions taken.
• Execute multiple tasks in a fast-paced environment, balancing shifting priorities and time-sensitive deadlines; other ad hoc duties may be assigned.

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.

Ce poste jouera un rôle essentiel au sein de notre équipe. | This position will fill an essential role in our team.