Representative, Auto Claims (Auto Direct)

Representative, Auto Claims (Auto Direct) Calgary, AB, Canada and 2 more Economical is part of Definity, which includes some of Canada’s most long-standing and innovative insurance brands, including Economical Insurance, Sonnet Insurance, Family Insurance Solutions, and Petline Insurance. Our ambition is to be one of Canada’s leading and most innovative property and casualty insurers. We can’t do that without our people, so we embrace and encourage a culture that’s collaborative, ambitious, rewarding, and empowering.

We offer a flexible, hybrid work experience where employees work from the office and virtually depending on the type of work they are doing and who they are working with. Bring your true self and be a part of our journey. It’s better here.

The Opportunity:

Reporting to the Team Leader, the Claims Advisor is responsible for investigating and settling first-party automobile claims while delivering an exceptional customer experience.

What To Expect ?

• Report to the Team Leader and will be responsible for investigating and settling first-party automobile claims.
• Guide Customers through FNOL by telephone: Set up the FNOL, sharing contact details and ensuring the customer knows the next steps in their claims journey.
• Provide prompt, courteous, accurate and fair claims service to all customers, internal and external.
• Taking ownership of each call, handling it until resolution is reached, which includes follow-up, as necessary to ensure that the actions promised to the caller are completed
• Fully explain the claim process to all customers in a way they’ll easily understand.
• Confirm whether claims are covered under a customer’s policy
• Ensure all claims are promptly investigated
• Work with the customer and preferred vendors to determine the best way to resolve the claim
• Maintain detailed file records by entering pertinent data into the appropriate systems
• Process claims payments within your authority level
• Initiate salvage and subrogation procedures on assigned claims
• Achieve the targeted number of assigned claims per year, while living our core values and meeting competencies
• Achieve and maintain a file disposition rate of 100% on a monthly basis.

What You Bring?

• Minimum high school diploma required
• Experience handling automobile with a good understanding of terminology and auto policies
• Previous customer service and call centre experience is a definite asset
• Excellent keyboarding skills and ability to navigate through numerous screens and systems quickly and easily
• Professional, friendly and courteous to customers
• Able to thrive under pressure and remain calm
• Excellent written and verbal communication skills

• Bilingualism is considered an asset

***Our operating hours are between the hours of 8 am - 7pm EST***

Salary Range: $45,000- $82,100

Actual salary for the role may vary depending on work location of the successful candidate and other factors including but not limited to, skills, education, experience, working conditions and the local labour market.

This position is being posted to fill an existing vacancy.

Interested in this role, but don’t meet every requirement? We encourage you to apply! We know from experience that a candidate doesn’t need 100% of the qualifications listed to bring incredible value to our team. We’re actively seeking diverse backgrounds and perspectives to help us make insurance better. At Definity, inclusion, diversity, and equity aren’t just “nice to have” — they’re essential to our success.

What’s in it for you?

• Hybrid work schedule for most roles
• Company share ownership program
• Incentive Program - Eligible employees may participate in various incentive plans which are paid out at the discretion of the company and subject to individual and company performance.
• Pension and savings programs, with company-matched RRSP contributions
• Paid volunteer days and company matching on charitable donations
• Educational resources, tuition assistance, and paid time off to study for exams
• Focus on inclusion with employee groups, support for gender affirmation surgery, access to BIPOC counsellors, access to programs for working parents
• Wellness and recognition programs
• Discounts on products and services

Go ahead and expect a lot — you deserve it.

It’s better here — but don’t take our word for it. Definity was named by Great Place to Work® as one of the Best Workplaces™ in Canada for women, for youth, and for inclusion.

Our inclusive work environment welcomes diversity and supports accessibility. If you require accommodation at any time during the recruitment process, please let us know by contacting accessibility@economical.com.

This role requires successful clearance of background checks (including criminal checks and leadership references).