Bilingual Analyst, Customer Dispute Resolution Office
Top Benefits
About the role
Definity is the parent company to some of Canada’s most long-standing and innovative insurance brands, including Economical Insurance, Sonnet Insurance, Family Insurance Solutions, and Petline Insurance. Our ambition is to be one of Canada’s leading and most innovative property and casualty insurers. We can’t do that without our people, so we embrace and encourage a culture that’s collaborative, ambitious, rewarding, and empowering.
We offer a flexible, hybrid work experience where employees work from the office and virtually depending on the type of work they are doing and who they are working with. Bring your true self and be a part of our journey. It’s better here.
Bilingual Analyst, Customer Dispute Resolution Office Role Summary:
- Manage complaint intake of customer complaints including corresponding with customers, regulators and other complaint bodies through both email and telephone.
- Record complaints in Complaint Management Database, distinguishing between early resolution opportunities, frontline complaints, and escalated Customer Dispute Resolution complaints; for actioning.
- Assist with early resolution complaints and managing overall workload for the Head, Customer Dispute Resolution Office.
- Liaise with internal business units regarding file redirection, clarification, and completion.
- Provide assistance on projects and various tasks including volume tracking and complaint tracking on a monthly and quarterly basis.
- Report directly to the Head, Customer Dispute Resolution Office.
What can you expect in this role?
- Complaint Management - listening to complaint calls and managing email/mail/fax submissions of complaints; setting up new complaints in Complaint Management Database; assigning complaints to appropriate individuals within organization for handling; and following-up on frontline complaints to ensure handling/completion
- File Management - managing and maintaining integrity of data collected in Complaint Management Database for Frontline and Ombudsperson related inquiries and complaints
- Project Management - assisting in projects as they arise for the Customer Dispute Resolution Office
- Administration - assisting in coordination of meetings/events for the Customer Dispute Resolution Office and assisting in follow-up and ad-hoc administrative projects
- Business Unit Coordination - acting as gateway to business areas requesting feedback, analysis, data, and project-related assistance from the Head, Customer Dispute Resolution Office
- French Language Assist - managing intake and assignment of French language and Quebec complaints including appropriate redirection and tracking; working closely with the Head, Customer Dispute Resolution Office and Specialist on French language files including providing direct assistance in management and response.
What do you bring to the role?
- Strong organizational skills and great attention to detail
- Strong written and verbal communication skills
- Professional, friendly, and courteous in all interactions, whether with customers or co-workers
- Able to perform under pressure, meet deadlines and handle multiple (sometimes conflicting) priorities
- Resourceful, self-motivated and adaptable to change
- Post-secondary education (University Degree; or College Diploma with relevant work experience)
- Fluently bilingual in English and French
High degree of proficiency with English and French required to service customers, both internal to the company and external, across Canada.
Salary Range: $43,700 - $80,500
Interested in this role, but don't meet every requirement? We encourage you to apply! We know from experience that a candidate doesn't need 100% of the qualifications listed to bring incredible value to our team. We're actively seeking diverse backgrounds and perspectives to help us make insurance better. At Definity, inclusion, diversity, and equity aren't just "nice to have" — they're essential to our success.
What's in it for you?
- Hybrid work schedule for most roles
- Company share ownership program
- Pension and savings programs, with company-matched RRSP contributions
- Paid volunteer days and company matching on charitable donations
- Educational resources, tuition assistance, and paid time off to study for exams
- Focus on inclusion with employee groups, support for gender affirmation surgery, access to BIPOC counsellors, access to programs for working parents
- Wellness and recognition programs
- Discounts on products and services
Actual salary for the role may vary depending on work location of the successful candidate and other factors including but not limited to, skills, education, experience, working conditions and the local labour market. In addition to base pay, eligible employees may participate in various incentive plans which are paid out at the discretion of the company and subject to individual and company performance.
Go ahead and expect a lot — you deserve it. It's better here — but don't take our word for it. Definity was named by Great Place to Work® as one of the Best Workplaces™ in Canada for women, for youth, and for inclusion.
Our inclusive work environment welcomes diversity and supports accessibility. If you require accommodation at any time during the recruitment process, please let us know by contacting [email protected].
Background checks This role requires successful clearance of background checks (including criminal checks and leadership references).
About Definity
Definity Financial Corporation is the parent company to some of Canada’s most long-standing and innovative property and casualty insurance brands and companies, including Economical Insurance, Sonnet Insurance, Family Insurance Solutions, and Petline Insurance. We focus on making insurance better for our customers, our employees, our broker partners, and our communities.
Our promise to employees is to provide a workplace that’s collaborative, ambitious, rewarding, and empowering. Our inclusive environment provides the space to innovate with colleagues and implement even better ways of doing things. We invest in our employees’ growth and development and help them thrive. With our flexible, hybrid work arrangements, total rewards packages, company share ownership program, and emphasis on work-life balance, it’s better here.
If you’re looking for a career where your perspective and expertise are valued, you’ll find it here at Definity.
La Société financière Definity est la société mère de compagnies d’assurance de dommages parmi les plus établies et innovatrices au Canada, soit Assurance Economical, Sonnet Assurance, Family Insurance Solutions et la Compagnie d’assurance Petline. Definity est dévouée à faire évoluer l’assurance pour sa clientèle, ses équipes, son réseau de courtage et ses communautés.
Nous promettons de fournir un environnement de travail collaboratif, ambitieux, valorisant et stimulant. Notre environnement inclusif vous permet d’innover avec vos collègues et de mettre en œuvre de meilleures façons de travailler. Nous investissons dans la croissance et le perfectionnement de nos gens et les aidons à s’épanouir. Grâce à nos options flexibles de travail hybride, notre programme de rémunération globale, notre régime d’actionnariat et l’accent sur l’équilibre travail-famille, vous évoluerez avec nous.
Si vous souhaitez une carrière où votre point de vue sera reconnu, ne cherchez pas plus loin que Definity.
Bilingual Analyst, Customer Dispute Resolution Office
Top Benefits
About the role
Definity is the parent company to some of Canada’s most long-standing and innovative insurance brands, including Economical Insurance, Sonnet Insurance, Family Insurance Solutions, and Petline Insurance. Our ambition is to be one of Canada’s leading and most innovative property and casualty insurers. We can’t do that without our people, so we embrace and encourage a culture that’s collaborative, ambitious, rewarding, and empowering.
We offer a flexible, hybrid work experience where employees work from the office and virtually depending on the type of work they are doing and who they are working with. Bring your true self and be a part of our journey. It’s better here.
Bilingual Analyst, Customer Dispute Resolution Office Role Summary:
- Manage complaint intake of customer complaints including corresponding with customers, regulators and other complaint bodies through both email and telephone.
- Record complaints in Complaint Management Database, distinguishing between early resolution opportunities, frontline complaints, and escalated Customer Dispute Resolution complaints; for actioning.
- Assist with early resolution complaints and managing overall workload for the Head, Customer Dispute Resolution Office.
- Liaise with internal business units regarding file redirection, clarification, and completion.
- Provide assistance on projects and various tasks including volume tracking and complaint tracking on a monthly and quarterly basis.
- Report directly to the Head, Customer Dispute Resolution Office.
What can you expect in this role?
- Complaint Management - listening to complaint calls and managing email/mail/fax submissions of complaints; setting up new complaints in Complaint Management Database; assigning complaints to appropriate individuals within organization for handling; and following-up on frontline complaints to ensure handling/completion
- File Management - managing and maintaining integrity of data collected in Complaint Management Database for Frontline and Ombudsperson related inquiries and complaints
- Project Management - assisting in projects as they arise for the Customer Dispute Resolution Office
- Administration - assisting in coordination of meetings/events for the Customer Dispute Resolution Office and assisting in follow-up and ad-hoc administrative projects
- Business Unit Coordination - acting as gateway to business areas requesting feedback, analysis, data, and project-related assistance from the Head, Customer Dispute Resolution Office
- French Language Assist - managing intake and assignment of French language and Quebec complaints including appropriate redirection and tracking; working closely with the Head, Customer Dispute Resolution Office and Specialist on French language files including providing direct assistance in management and response.
What do you bring to the role?
- Strong organizational skills and great attention to detail
- Strong written and verbal communication skills
- Professional, friendly, and courteous in all interactions, whether with customers or co-workers
- Able to perform under pressure, meet deadlines and handle multiple (sometimes conflicting) priorities
- Resourceful, self-motivated and adaptable to change
- Post-secondary education (University Degree; or College Diploma with relevant work experience)
- Fluently bilingual in English and French
High degree of proficiency with English and French required to service customers, both internal to the company and external, across Canada.
Salary Range: $43,700 - $80,500
Interested in this role, but don't meet every requirement? We encourage you to apply! We know from experience that a candidate doesn't need 100% of the qualifications listed to bring incredible value to our team. We're actively seeking diverse backgrounds and perspectives to help us make insurance better. At Definity, inclusion, diversity, and equity aren't just "nice to have" — they're essential to our success.
What's in it for you?
- Hybrid work schedule for most roles
- Company share ownership program
- Pension and savings programs, with company-matched RRSP contributions
- Paid volunteer days and company matching on charitable donations
- Educational resources, tuition assistance, and paid time off to study for exams
- Focus on inclusion with employee groups, support for gender affirmation surgery, access to BIPOC counsellors, access to programs for working parents
- Wellness and recognition programs
- Discounts on products and services
Actual salary for the role may vary depending on work location of the successful candidate and other factors including but not limited to, skills, education, experience, working conditions and the local labour market. In addition to base pay, eligible employees may participate in various incentive plans which are paid out at the discretion of the company and subject to individual and company performance.
Go ahead and expect a lot — you deserve it. It's better here — but don't take our word for it. Definity was named by Great Place to Work® as one of the Best Workplaces™ in Canada for women, for youth, and for inclusion.
Our inclusive work environment welcomes diversity and supports accessibility. If you require accommodation at any time during the recruitment process, please let us know by contacting [email protected].
Background checks This role requires successful clearance of background checks (including criminal checks and leadership references).
About Definity
Definity Financial Corporation is the parent company to some of Canada’s most long-standing and innovative property and casualty insurance brands and companies, including Economical Insurance, Sonnet Insurance, Family Insurance Solutions, and Petline Insurance. We focus on making insurance better for our customers, our employees, our broker partners, and our communities.
Our promise to employees is to provide a workplace that’s collaborative, ambitious, rewarding, and empowering. Our inclusive environment provides the space to innovate with colleagues and implement even better ways of doing things. We invest in our employees’ growth and development and help them thrive. With our flexible, hybrid work arrangements, total rewards packages, company share ownership program, and emphasis on work-life balance, it’s better here.
If you’re looking for a career where your perspective and expertise are valued, you’ll find it here at Definity.
La Société financière Definity est la société mère de compagnies d’assurance de dommages parmi les plus établies et innovatrices au Canada, soit Assurance Economical, Sonnet Assurance, Family Insurance Solutions et la Compagnie d’assurance Petline. Definity est dévouée à faire évoluer l’assurance pour sa clientèle, ses équipes, son réseau de courtage et ses communautés.
Nous promettons de fournir un environnement de travail collaboratif, ambitieux, valorisant et stimulant. Notre environnement inclusif vous permet d’innover avec vos collègues et de mettre en œuvre de meilleures façons de travailler. Nous investissons dans la croissance et le perfectionnement de nos gens et les aidons à s’épanouir. Grâce à nos options flexibles de travail hybride, notre programme de rémunération globale, notre régime d’actionnariat et l’accent sur l’équilibre travail-famille, vous évoluerez avec nous.
Si vous souhaitez une carrière où votre point de vue sera reconnu, ne cherchez pas plus loin que Definity.