BrokerLink is a part of Intact Financial Corporation, dedicated to helping people and businesses prosper. They are seeking a Customer Service Representative in Claims to manage inbound calls, provide expert knowledge on policies, and ensure quality customer service while meeting call center metrics.
Responsibilities
- 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
Skills
- 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
- Living the Intact Values: Integrity, Respect, Customer-driven, Excellence and Generosity with customers, peers, and vendors is vital
- 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 7:00 am to 6:00 pm, and Statutory holidays
- No Canadian work experience required however must be eligible to work in Canada
- Customer service and sales experience preferred
- Insurance experience is considered an asset
Benefits
- Flexible work arrangements and a hybrid work model
- Possibility to purchase up to 5 extra days off per year
- Multiple benefits offered to support physical and mental wellbeing, including telemedicine, Wellness account and much more
- Share plan & other savings: up to 12% of salary or even more (ask how you could earn guaranteed income for life)
- Annual bonus target, based on the base salary, with a potential payout of up to double the target (subject to personal and company performance): 5%
- Our pension offerings provide flexibility and long-term security for our employees beyond their careers.
Company Overview
- BrokerLink is an insurance brokerage company that offers car, home, property, personal, and business insurance claims. It was founded in 1991, and is headquartered in Calgary, Alberta, CAN, with a workforce of 1001-5000 employees. Its website is http://www.brokerlink.ca.