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.