Bilingual Customer Service Representative (French / English), Claims / Vehicle Inspection Agent

We are looking for a vehicle inspection agent to join our team at the Intact Service Center in Dorval.

Your responsibilities will include:

    • Reviewing and documenting insurance claim files clearly and concisely to accurately record conversations and actions taken on the case.
    • Entering the facts surrounding the accident into the estimation software.
    • Inspect the damage to the damaged vehicles based on the account of the incident.
    • Verify, identify, and accurately document in the estimation software both the damage related to the incident and any unrelated prior damage.
    • Meet with our policyholders to clarify the facts surrounding the incident and confirm the related damage in their presence.
    • Document the condition of the vehicles using an inspection form and by taking detailed photos.
    • Collaborate closely and professionally with all internal and external stakeholders, including policyholders, claims adjusters, repair shops, and others.
    • Ensure repairs are performed in accordance with standards by carefully reviewing repair estimates and inspecting repaired vehicles, while documenting the vehicle’s condition through detailed photographs.
    • Initiate difficult conversations with empathy and clarity regarding our policies, insurance coverage, operational challenges, or depreciation risks.
    • Effectively analyze and resolve complaints or issues raised by our policyholders.
    • Contribute to achieving the Service Center’s objectives while performing daily tasks.
    • Provide excellent customer service by maintaining professionalism and respect at all times.
    • Be able to work under pressure and adapt easily to a changing environment by performing multiple tasks simultaneously and responding effectively to shifting priorities while meeting strict deadlines.
    • Perform any other tasks related to the Service Center’s changing needs.

Skills and Requirements:

    • Embracing Intact’s values (Integrity, Respect, Commitment to the Customer, Excellence, and Generosity) in interactions with policyholders, colleagues, and suppliers is essential.
    • Experience in customer service in a bilingual environment (French/English): must interact regularly with colleagues across the country.
    • Knowledge of auto body repair and mechanics (vehicle structure and trim, reading estimates, terminology, etc.).
    • Knowledge of property and casualty insurance is a plus.
    • Ability to navigate multiple software programs simultaneously.
    • Motivated, resourceful, and resilient to overcome various situations.
    • Excellent organizational skills, results-oriented, and alert to navigate a dynamic environment with agility.
    • Listening and communication skills to develop and maintain strong working relationships.

Requirements:

    • This position is exclusively on-site at the Intact Dorval Service Centre, 5 days a week, 35 hours Monday through Friday from 11 a.m. to 7 p.m.
    • Possibility of working Saturdays on a rotating schedule, from 8 a.m. to 2 p.m.
    • Uniform required.

Submit your resume via Auto-jobs.ca.