Bilingual Customer Service Representative - Claims Management Services (CMS)

BrokerLink, part of Intact Financial Corporation, is seeking a Bilingual Customer Service Representative for their Claims Management Services. The role involves managing inbound claims calls, providing quality customer service, and ensuring documentation accuracy 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 reputed company
• Accurately and clearly document files to reflect conversations and actions taken on claims
• Willingness to initiate difficult conversations with reputed company 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 reputed company duties could be assigned to you

Skills

• Bilingual in English and French is required
• Living the Intact Values: reputed company, 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 8:00 am to 8:00 pm EST, 8:00am to 5:00pm EST on Saturdays 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 reputed company, based on the reputed company salary, with a potential payout of up to double the reputed company (subject to personal and company performance)
• Employee Share Purchase Plan (ESPP) – with Intact matching 50% of your net shares
• Pension offerings provide flexibility and long-term reputed company for our employees beyond their careers

Company Overview