Analyst, Ombuds Office

Definity is the parent company to 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.

What can you expect in this role?

• Manage complaint intake of customer complaints including corresponding with customers, regulators and other complaint bodies through both email and telephone.
• Record complaints in Complaint Management Database, distinguishing between early resolution opportunities, frontline complaints, and escalated Ombudsperson complaints; for actioning.
• Assist with early resolution complaints and managing overall workload for Ombudsperson.
• Liaise with internal business units regarding file redirection, clarification, and completion.
• Provide assistance on projects and various tasks including volume tracking and complaint tracking on a monthly and quarterly basis.
• Report directly to the Ombudsperson.
  
  
  

Your Impact:

• Complaint Management - listening to complaint calls and managing email/mail/fax submissions of complaints; setting up new complaints in Complaint Management Database; assigning complaints to appropriate individuals within organization for handling; and following-up on frontline complaints to ensure handling/completion
• File Management - managing and maintaining integrity of data collected in Complaint Management Database for Frontline and Ombudsperson related inquiries and complaints
• Project Management - assisting Specialist and Ombudsperson in projects as they arise
• Administration - assisting in coordination of meetings/events for the Office of the Ombudsperson and assisting in follow-up and ad-hoc administrative projects
• Business Unit Coordination - acting as gateway to business areas requesting feedback, analysis, data, and project-related assistance from Ombudsperson
  
  
  

What do you bring to the role?

• Strong organizational skills and great attention to detail
• Strong written and verbal communication skills
• Professional, friendly, and courteous in all interactions, whether with customers or co-workers
• Able to perform under pressure, meet deadlines and handle multiple (sometimes conflicting) priorities
• Resourceful and self-motivated
• Post-secondary education (University Degree; or College Diploma with relevant work experience)
• French speaking is not required for this role, but will be considered an asset.
  
  
  

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
• 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
  
  
  

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.  In addition to base pay, 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.

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 [email protected].

Background checks

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