Claims Call Centre Associate - Waterloo or Montreal

The Opportunity

Are you looking for a caring, collaborative, values-driven workplace with inspiring teammates and leaders? Do you have the ambition and desire to be the best and thrive at the most impactful global insurance provider in the world? Look no further than Zurich Canada.

If you have experience in customer service and handling both routine and complex first reports of loss, and are looking for a new challenge, we would love to hear from you.

Zurich Canada is currently looking for a Claims Call Centre Associate to process routine and complex first reports of loss from various channels and handle specialized projects on cutting-edge initiatives to deliver timely, high-quality service to internal and external customers.

Reporting to the Claims Manager, Auto Personal Lines you will manage complex technical duties and specialized/pilot projects for commercial lines of business, handle intake of claims involving Centres of Expertise, and work closely with internal business partners to support effective, customer-focused claims service.

This is a unique opportunity to build your knowledge and experience for the future in a supportive environment where your voice matters. This posting is for an existing vacancy.

Zurich Canada uses artificial intelligence–enabled tools to support certain aspects of the recruitment process, including the initial review and screening of applications. Artificial intelligence is not the sole basis for candidate shortlisting or selection. All hiring decisions are reviewed and made by qualified hiring professionals.

Zurich follows a hybrid work model requiring three days per week of in-person presence, which may include time in the office or market-facing engagements.

• Process routine and complex first reports of loss received through various channels, ensuring accurate documentation and timely follow-up.
• Handle complex technical duties and specialized or pilot projects on cutting-edge initiatives for commercial lines of business.
• Manage intake of claims involving Centres of Expertise, ensuring appropriate routing and coordination.
• Monitor and take responsibility for resources and workload within defined procedures.
• Interact closely with internal business partners, including Underwriters, Account Managers and specialized claims personnel, in a professional, productive and positive manner.
• Work closely with external business partners, including agents/brokers, in a professional, productive and positive manner.
• Identify and comply with the main principles relevant to legal and regulatory controls governing standard work practices within own geography.
• Meet established departmental quality, phone availability and productivity objectives.
• Perform other duties as assigned by the Team Manager or other members of the management team.

• High School Diploma or equivalent and 2 or more years of experience in the Customer Service area

OR

• Zurich Certified Insurance Apprentice including an Associate Degree and no prior experience required in the Customer Service area

AND

• Successful completion of basic insurance course work
• 18 or more months of contact centre experience
• Insurance industry knowledge is an asset
• Advanced Microsoft Office skills
• Insurance licensing (or ability to obtain, as applicable) [BA1.1]

At Zurich Canada, we are committed to pay equity. We determine compensation based on objective criteria such as skills, experience, and internal equity. The salary range for this position is $48,000 - $64,000. This range reflects the expected pay for the role across Canada and may vary depending on factors like office location, specific responsibilities, and individual qualifications. As required by local law, Zurich provides in good faith a reasonable compensation range, but starting salaries may exceed this range based on a candidate’s skills and experience.

Fluency in both spoken and written French

Fluency in both spoken and written English is required to facilitate communication with internal and external stakeholders outside Quebec.

• At Zurich, we are proud of our culture. We are passionate about Diversity, Inclusion, Equity and Belonging (DIEB). We want you to bring your whole self to work, and we want our employees to be reflective of the communities in which we live and work. Our DIEB initiatives are creating an environment where everyone feels welcome.
• We have a collaborative culture where diversity of thought is…