Bilingual Customer Care Associate, Sharing Economy

ONT, Canada

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.

In this role, you will use our advanced Insur Cloud platform to guide customers through their first steps of a claim, with no prior insurance experience required. This is an excellent opportunity offering structured daytime hours (8:00 AM to 4:30 PM EST), comprehensive training on systems like Guidewire, and a clear path to build a long-term career in the insurance industry.

• Respond to incoming calls and call out to customers in a courteous and compassionate manner
• Listen to customer and understand what matters to them in this claim and establish trust
• Gather all necessary claim adjudication information, using natural conversation flow
• Accurately input claim information on to Insur Cloud to set-up claim
• Provide the insured with basic information on coverage, and arrange any necessary supplemental services
• Create the FNOL and give all contact details to the insured

• Bilingualism Required (must be fluent in English and French)
• Minimum Secondary school diploma
• Must have an aptitude for providing successful customer interactions and an ability to show empathy through emotional intelligence, calmness, using proper telephone etiquette and active listening skills
• Be an excellent communicator and comfortable with various computer applications
• An ability to use CDS and Guidewire would be an asset
• Experience in Customer Service and/or experience working in an inbound call center would be an asset.
• No insurance industry experience required
• Your shift will be scheduled between 8:00AM and 4:30PM EST

$49,300 - $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.

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.

• 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

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 contactin

As part of Definity’s commitment to reconciliation, we acknowledge that our work, meetings, and travel take place on the lands now known as Canada, and recognize the enduring presence, wisdom, and stewardship of the First Nations, Métis, and Inuit peoples who have long cared for these lands.

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