Senior Customer Experience Consultant- Claims
- Full-time
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):
80,700 - 98,700
Annual bonus target, based on the base salary, with a potential payout of up to double the target (subject to personal and company performance):
10%
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
We are looking for a Senior Advisor, Customer Experience, to join our growing team in Claims!
What you’ll do here:
- Analyze complex client files: Conduct in-depth factual research by leveraging all available resources and information from various business units.
- Resolve claims complaints: Take full ownership of complaint analysis related to claims files to determine and issue the company’s final position to the insured.
- Make sound decisions: Exercise judgment on client files while ensuring full compliance with company guidelines and policies.
- Draft professional correspondence: Write clear, detailed, and formal position letters.
- Provide technical expertise: Support both internal and external clients by providing expert-led technical advice.
- Manage social media inquiries: Oversee and respond to investigations and inquiries originating from social media platforms.
- Contribute to special projects: Participate in various strategic initiatives based on business needs.
- Report to management: Prepare case studies and briefing notes for leadership, focusing on trends and opportunities to prevent recurrence.
- Drive efficiency: Proactively identify opportunities to improve team processes and operational efficiency.
- Handle information requests: Manage and process formal Access to Information requests.
What You Bring:
- Education & Expertise: College Diploma (DEC) in Insurance or equivalent education and experience. A CIP (Chartered Insurance Professional) designation is considered an asset.
- Proven Experience: Minimum of 5 years of experience as a Claims Adjuster, with in-depth knowledge of Auto and Property claims management.
- Licensing: Valid Claims Adjuster certificate (Personal and Commercial lines) is required.
- Bilingualism: Proficiency in both French and English is required, as you will interact regularly with English-speaking clients and colleagues across the country.
- Technical Skills: Exceptional investigative and analytical skills with a sharp critical thinking mindset.
- Service Excellence: Exemplary client focus and a proactive approach to problem-solving.
- Conflict Management: Ability to navigate and de-escalate difficult or sensitive situations.
- Professionalism: High level of rigor, integrity, and a strict commitment to confidentiality.
- Self-Management: Highly autonomous with strong decision-making skills and the ability to manage stress and priorities effectively.
- Communication: Superior oral and written communication skills.
- Personal Attributes: Positive attitude, highly organized, and self-motivated.
- Flexibility: Adaptable to changing priorities and available for occasional travel.
- Work Authorization: No prior Canadian work experience required, but must be legally authorized to work in Canada.
#LI-Hybride
Il s'agit d'un nouveau rôle au sein de notre équipe en pleine croissance | This role is a new member of our growing team.