Claims Processor evaluating and processing pet insurance claims for Pets Plus Us across Canada. Reviewing veterinary histories, policy eligibility, coverage, and compensation decisions.
About the role
- Claims Adjuster I handling personal property claims for customers at Intact Insurance. Providing empathetic support and efficient claims processing during challenging times.
Responsibilities
- Be a subject matter expert (SME) on our policies, products, services, and initiatives
- You will focus on first call resolution and open all new property claims, take full statements, confirm coverages, and move all claims forward expediting 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
Requirements
- 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.
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)
- Pension offerings provide flexibility and long-term security for our employees beyond their careers. We are one of the few companies offering the opportunity to receive guaranteed income for life via our defined benefit pension plan.
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