Customer Service Representative - Auto Claims

Role Summary

We’re looking for a Customer Service Representative to join our Claims Department in the Customer Service Centre. As a Customer Service Representative, you will provide legendary customer service to both external and internal clients in a call‑centre environment. You will be a subject‑matter expert on policies, products, services, and initiatives, answering inquiries 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.

• 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.
• Initiate difficult conversations with empathy and clarity regarding policy, insurance coverage, or operational challenges.
• Ensure daily call‑centre metrics are met while managing 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.
• Perform other ad‑hoc duties as assigned in this fast‑evolving environment.

• Living the Intact Values:
  Integrity, Respect, Customer‑driven, Excellence and Generosity.
• Customer service and sales experience preferred; insurance experience is an asset.
• Self‑motivated, resourceful, and resilient to overcome various situations.
• Superior organizational skills and results‑oriented mindset with agility to navigate a fast‑paced environment.
• Excellent listening and communication skills with the ability to foster strong working relationships.
• Flexibility to work 35 hours a week during business hours Monday‑Friday 8:00am–6:00pm and statutory holidays.
• Eligible to work in Canada (no Canadian work experience required).

• 35‑hour workweek (Monday‑Friday 8:00am–6:00pm and statutory holidays).

• Salary range (35‑hour week): 43,600–53,200

CAD and annual bonus target at 5% of base salary.

• Flexible work arrangements and hybrid work model.
• Opportunity to purchase up to 5 extra days off per year.
• Benefits supporting physical and mental wellbeing including telemedicine and wellness account.
• Share plan and other savings: up to 12% of salary or more, with ESPP matching 50% of net shares.
• Defined benefit pension plan offering guaranteed income for life.

We are an equal‑opportunity employer. We encourage applications from individuals who are members of equity‑deserving groups, including women, Indigenous peoples, persons with disabilities, Black people, and members of the 2

SLGBTQI+ community. We strive to create an accessible workplace where employees feel valued, included, and encouraged to share their unique perspectives.