Representative, CISS (6-month Contract)

• Answers inbound calls to meet customer needs by efficiently capturing first notice of loss information responding to questions redirecting customers to appropriate department/claim professional or promptly escalating urgent claims according to the established escalation guidelines.
• Build and maintain customer satisfaction and trust by graciously listening to denote customer concerns and effectively applying learned product and systems knowledge.
• Adapt and modify communication style to provide a positive consistent empathetic and thorough customer experience.
• Assess a variety of customer situations to ensure appropriate and comprehensive documentation of information following the guidelines of multiple workflows under the corresponding line of business.
• Navigate numerous technological systems and platforms simultaneously to accurately access and input information while interacting with the customer.
• Other responsibilities as assigned.
  

What You Bring

• Bachelors Degree or College Diploma with one year of insurance call centre experience claims clerical support office related or customer service experience or an equivalent combination of education and experience preferred.
• Bilingual in English and French is an asset.
• Enrollment in C.I.P program is an asset.
• Strong ability to maintain composure and flexibility while displaying passion integrity commitment and drive to deliver a positive differentiated service that improves our customers lives.
• Excellent communication skills with the ability to actively listen empathize build trust establish rapport and effectively de-escalate customer issues.
• Self-starter with the ability and drive to continuously learn new skills and flexibly adapt to new information and technology platforms.
• Strong multitasking skills including the ability to apply typing skills and system navigation to proactively address customers needs and concerns.
• Ability to work well in a structured work setting and adhere to a daily schedule including commitment to excellent attendance with proven reliability.

• This role requires regular in-office attendance with employees expected to work from our Oakville office three days per week.

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.

This position is being posted to fill an existing vacancy.

We also take potential into consideration. If you dont have this exact experience but you know you have what it takes be sure to give us more insight through your application and cover letter.

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

As part of Definitys commitment to reconciliation we acknowledge that our work meetings and travel take place on the lands now known as Canada and recognize the enduring presence wisdom and stewardship of the First Nations Métis and Inuit peoples who have long cared for these lands.