Economical Insurance is part of Definity, which aims to be a leading property and casualty insurer in Canada. The role involves investigating and settling first-party automobile claims while providing excellent customer service throughout the claims process.
Responsibilities
- Report to the Team Leader and will be responsible for investigating and settling first-party automobile claims
- Guide Customers through FNOL by telephone: Set up the FNOL, sharing contact details and ensuring the customer knows the next steps in their claims journey
- Provide prompt, courteous, accurate and fair claims service to all customers, internal and external
- Taking ownership of each call, handling it until resolution is reached, which includes follow-up, as necessary to ensure that the actions promised to the caller are completed
- Fully explain the claim process to all customers in a way they’ll easily understand
- Confirm whether claims are covered under a customer’s policy
- Ensure all claims are promptly investigated
- Work with the customer and preferred vendors to determine the best way to resolve the claim
- Maintain detailed file records by entering pertinent data into the appropriate systems
- Process claims payments within your authority level
- Initiate salvage and subrogation procedures on assigned claims
- Achieve the targeted number of assigned claims per year, while living our core values and meeting competencies
- Achieve and maintain a file disposition rate of 100% on a monthly basis
Skills
- Minimum high school diploma required
- Experience handling automobile with a good understanding of terminology and auto policies
- Previous customer service and call centre experience is a definite asset
- Excellent keyboarding skills and ability to navigate through numerous screens and systems quickly and easily
- Professional, friendly and courteous to customers
- Able to thrive under pressure and remain calm
- Excellent written and verbal communication skills
- Bilingualism is considered an asset
- Successful clearance of background checks (including criminal checks and leadership references)
Benefits
- Hybrid work schedule for most roles
- Company share ownership program
- Incentive Program - 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.
- 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
Company Overview
- Economical Insurance is one of Canada's largest insurers, serving customers from coast to coast with a range of car insurance It was founded in 1871, and is headquartered in Waterloo, Ontario, CAN, with a workforce of 1001-5000 employees. Its website is https://www.economical.com/.