Customer Service Representative - Claims (CMS)

Our employees are at the heart of what we do best: helping people, businesses and society prosper in good times and be resilient in bad times. When you join our team, you’re bringing this purpose to life alongside a passionate community of experts.

Feel empowered to learn and grow while being valued for who you are– here, diversity is a strength. You have our commitment to support you in reaching your goals with tools, opportunities, and flexibility. It’s our employee promise.

Our hybrid work model provides the balance between working from home and enjoying meaningful in-person interactions.

Read on to see how you can shape the future, win as a team, and grow with us.

About The Role

We’re looking for a Customer Service Representative, Claims to join our growing 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 8:00 pm EST, Saturday 9:00 am to 5:00 pm EST and Statutory holidays.
• No Canadian work experience required however must be eligible to work in Canada.
  
  

What We Offer

Working here means you'll be empowered to be and do your best every day. Here is some of what you can expect as a permanent member of our team:

• A financial rewards program that recognizes your success
• An industry leading Employee Share Purchase Plan; we match 50% of net shares purchased
• An extensive flex pension and benefits package, with access to virtual healthcare
• Flexible work arrangements
• Possibility to purchase up to 5 extra days off per year
• An annual wellness account that promotes an active and healthy lifestyle
• Access to tools and resources to support physical and mental health, embracing change and connecting with colleagues
• A dynamic workplace learning ecosystem complete with learning journeys, interactive online content, and inspiring programs
• Inclusive employee-led networks to educate, inspire, amplify voices, build relationships and provide development opportunities
• Inspiring leaders and colleagues who will lift you up and help you grow
• A Community Impact program, because what you care about is a part of what makes you different. And how you contribute to your community should be just as unique.
  
  

We are an equal opportunity employer

At Intact, we value diversity and strive to create an inclusive, accessible workplace where all individuals feel valued, respected, and heard.

If we can provide a specific adjustment to make the recruitment process more accessible for you, please let us know when we reach out about a job opportunity. We’ll work with you to meet your needs.

Click here to review other important information about the hiring process, including background checks, internal candidates, and eligibility to work in Canada.

If you are an employee of Intact or belairdirect, please apply for this role on Contact People.