About the role

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 new opportunity, in claims for a Claims Adjuster 1, Auto.

As a Claims Adjuster I, Auto, 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. Demonstrating empathy, care, strong listening skills, and organizational effectiveness, you will guide the customer through the initial steps of taking the statement, opening the new claim, and moving it forward to the applicable adjuster, so we can get them back on track quickly and efficiently.

Please note: This role requires full-time in-office work for the first 6 months to encompass training and initial role performance.

What You’ll Do Here:

• Be a subject matter expert (SME) on our policies, products, services, and initiatives
• You will focus on first call resolution and open all new automobile claims, take full statements, confirm coverages, and move all claims forward expediating the claims process and ensuring second to none customer experiences
• Accurately and clearly document files to reflect conversations and actions taken on claims
• Apply your knowledge, problem solving skills and making on-the-spot decisions to move the claims forward
• 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:

• Previous adjusting and/or customer service experience is an asset
• 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.
• Commitment to continuous learning
• 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 the Occasional Saturday/Statutory Holidays
• 8:00AM-6:00 PM MST
• 8:00 AM-5:00 PM PST

Salary of the successful candidate will typically be positioned between the following range, taking into consideration a number of factors including prior experience, qualifications, anticipated contribution to role, location and internal equity:

$44,200.00 - $66,200.00

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.