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.ResponsibilitiesBe a subject matter expert on our policies, products, services, and initiativesAnswer 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 forwardAccurately and clearly document files to reflect conversations and actions taken on claimsWillingness to initiate difficult conversations with empathy and clarity regarding policy, insurance coverage, or operational challengesEnsure that daily call centre metrics are met while taking a high volume of inbound callsProvide quality customer service, maintaining low hold times, and documenting files in a clear and concise mannerExecute multiple tasks aligning with changing priorities and time-sensitive deadlinesThis is a fast-evolving environment, and other ad hoc duties could be assigned to youSkillsBilingual in English and French is requiredLiving the Intact Values: Integrity, Respect, Customer-driven, Excellence and Generosity with customers, peers, and vendors is vitalSelf-motivated, resourceful, and resilient to overcome various situations is essentialSuperior organizational skills, results-oriented, and agility to navigate an environment where you must think on your feetExcellent listening and communication skills with the ability to foster strong working relationshipsMust 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 holidaysNo Canadian work experience required however must be eligible to work in CanadaCustomer service and sales experience preferredInsurance experience is considered an assetBenefitsFlexible work arrangements and a hybrid work modelPossibility to purchase up to 5 extra days off per yearMultiple benefits offered to support physical and mental wellbeing, including telemedicine, Wellness account and much moreShare 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)Employee Share Purchase Plan (ESPP) – with Intact matching 50% of your net sharesPension offerings provide flexibility and long-term security for our employees beyond their careersCompany OverviewBrokerLink 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.



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