Career Opportunities for Indigenous Peoples – Senior Customer Service Rep - #187098

Our employees are at the heart of everything we do. Together, we help people, businesses, and society prosper in good times and be resilient in bad times.

Our employee promise represents Intact’s commitment to you in exchange for living our Values, striving to do your best work, being open to change and investing in your career. In return, we promise to provide support, opportunities and performance-led financial rewards at a workplace where you can shape the future, win as a team and grow with us.

About The Role

We invite and encourage all aspiring candidates who self-identify as Indigenous to apply for this opportunity. Indigenous Peoples include status and non-status First Nations, Métis and Inuit people.

At Intact Insurance, we believe insurance is not about things, it’s about people. It’s what we believe, and it shapes everything we do. It’s why we strive to provide a second-to-none experience for our customers and create an inspiring workplace for our employees to thrive in and “grow with us”. We have an exciting opportunity, in claims for a Senior Customer Service Representative.

As a Senior Customer Service Representative, you will work with customers who have experienced a loss to their automobile and have had a disruption to their daily routines, such as dropping kids off at school, commuting to school or work, or completing work tasks with commercial vehicles.

Are you excited to help people? Do you want to make a difference? Then this role is for you!

What You’ll Do Here

• Be a subject matter expert (SME) on our policies, products, services, and initiatives
• Answer Auto inquiry and new claims calls on an inbound queue while applying your knowledge, problem-solving skills and making on-the-spot decisions to move claims forward
• Accurately and clearly document files to reflect conversations and actions taken on claims
• Communicate via email, telephone, and text messages with customers, vendors, and teammates.
• Willingness to initiate difficult conversations with empathy and clarity regarding policy, coverage, or operational challenges and support colleagues
• 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, and other ad hoc duties
• Execute multiple tasks aligning with changing priorities and time-sensitive deadlines
  
  

What You Bring To The Table

• You self-identify as Indigenous (First Nations, Inuit, or Métis)
• Empathy with customers and a genuine passion for supporting people through the claims process.
• Self-motivated, resourceful, and resilient to independently overcome various situations.
• Strong problem-solving skills and critical thinking abilities.
• Flexibility and ability to quickly pivot as priorities may change with claims volume.
• Superior organizational skills, results-oriented, and agility to navigate an environment where you must think on your feet.
• Effective multi-tasking and efficient prioritization of tasks and time management.
• Excellent listening and communication skills with the ability to foster strong working relationships.
• Comfort with using multiple computer screens and navigating multiple applications concurrently.
• Customer service and sales experience preferred.
• Insurance experience is considered an asset.
• Living the Intact Values (Respect, Integrity, Excellence, Customer Driven, and Generosity) with customers, peers, and vendors is vital.
• Must be flexible to work 35 hours a week during our business hours of operation: Monday to Friday 8:00 AM to 6:00 PM, and Statutory Holidays.
• No Canadian work experience required, however, must be eligible to work in Canada.
  
  

Hours Of Operation For The Department

• Monday to Friday and Occasional Saturday/Statutory Holidays
• 8:00 AM - 6:00 PM MST
  
  

Intact’s Commitment To Diversity

We aim to ensure our employees and leaders are representative of the communities we serve.

Intact is committed to building a fair, inclusive and accessible workplace where everyone feels valued, respected and heard.

Our commitments to reconciliation are implemented collaboratively with Indigenous employees and Intact’s Indigenous Circle of Inclusion Employee Network.

What We Offer

Our hybrid work model provides the balance between working from home and enjoying meaningful in-person interactions.

Working Here Means You'll Be Empowered To Be And Do Your Best Every Day. Here Is Some Of What You Can Expect As a Permanent Member Of Our Team

• A financial rewards program that recognizes your success
• An industry leading Employee Share Purchase Plan; we match 50% of net shares purchased
• An extensive flex pension and benefits package, with access to virtual healthcare
• Flexible work arrangements
• Possibility to purchase up to 5 extra days off per year
• An annual wellness account that promotes an active and healthy lifestyle
• Access to tools and resources to support physical and mental health, embracing change and connecting with colleagues
• A dynamic workplace learning ecosystem complete with learning journeys, interactive online content, and inspiring programs
• Inclusive employee-led networks to educate, inspire, amplify voices, build relationships and provide development opportunities
• Inspiring leaders and colleagues who will lift you up and help you grow
• A Community Impact program, because what you care about is a part of what makes you different. And how you contribute to your community should be just as unique.
  
  

We are an equal opportunity employer

At Intact, our Value of respect is founded on seeing diversity as a strength. We strive to create an accessible workplace where employees feel valued, included and encouraged to share their unique perspectives.

We encourage applications from individuals who are members of equity-deserving groups, including but not limited to women, Indigenous peoples, persons with disabilities, Black people, and members of the 2SLGBTQI+ community.

As part of Intact’s commitment to reconciliation, we acknowledge that we work, meet and travel across the land currently called Canada, originally inhabited by First Nations, Metis and Inuit people. This history extends through many centuries and continues to evolve today.

We have policies to ensure equal access and participation for people with disabilities, including providing workplace adjustments (accommodations). A copy of applicable policies is available on request.

If we can provide a specific adjustment to make the recruitment process more accessible for you, please let us know when we reach out about a job opportunity. We’ll work with you to meet your needs.

Learn more about our recruitment process and your candidate journey here.

If you are an employee of Intact or belairdirect, please apply for this role on Internal Career Site.