Answer call and email inquiries in a timely manner and adhere to service standards and maintain quality interactions
Act as a subject matter expert for our Intact systems & products, including any system enhancements or new product launches
Support the use of Intact's Broker Technology including Contact, eDocs, Broker Portal & EDI
Download Log calls and identify potential training needs, system issues and system response times
Based on these technical trends & feedback from brokers on underwriting issues, provide recommendations to improve processes
Liaise with internal business partners on training requirements for usage improvement improve usage and Broker experience
Maintain usage reports on services & call types

At least 2 years experience in a customer service role
Prior call center and insurance experience is considered a strong asset
Working towards Chartered Insurance Professional (CIP) designation considered an asset
Passionate about customer service and delivering an exceptional experience over the phone on a high volume queue line
A problem solver who will identify needs, troubleshoot effectively, and take accountability for providing solutions
An excellent written and verbal communicator
Strong team player with a positive attitude, with adaptable time management skills
High computer literacy, including working knowledge of MS Office product suite
Bilingual French and English (an asset)
No Canadian work experience required however must be eligible to work in Canada

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
Annual bonus target, based on the base salary, with a potential payout of up to double the target (subject to personal and company performance): 5%
Pension offerings provide flexibility and long-term security for our employees beyond their careers

Customer Service Representative II

Key skills