Customer Service Representative, Claims (Liaison)

We are looking for a Customer Service Representative, Claims (Liaison Agent) to join our rapidly growing team!

What you’ll do here:

- Perform the various daily tasks of the Liaison Agent role in accordance with established work processes:
- Greet and assist customers with a smile and empathy. Create a unique experience based on trust by adapting your communication style to each customer and maintaining respect and professionalism at all times.
- Listen to customers, anticipate their needs, and provide all relevant information.
- Answer phone calls and provide appropriate assistance to internal and external stakeholders by directing them correctly and returning voicemails promptly.
- Ensure that policyholders are promptly assisted by a team member for any vehicle drop-off or delivery.
- Manage the Service Center’s email inbox by reviewing emails and following up with the appropriate parties within a reasonable timeframe.
- Review and document claims files clearly and concisely to accurately record conversations and actions taken in the file.
- Schedule appointments for the Service Center using the relevant software.
- Keep the reception area clean and welcoming at all times, including the waiting room and coffee area. Refill the coffee machine as needed.
- Update Wi-Fi passwords for visitors.
- Take inventory of necessary office supplies and notify the Operations Coordinator when orders are needed.
- Collaborate closely and professionally with all internal and external stakeholders, including policyholders, claims adjusters, repair shops, and others.
- Assist various team members (copying documents, adding notes to files, etc.).
- Prioritize quality and speed of service, both over the phone and in person, and contribute to achieving high customer satisfaction rates by actively promoting customer satisfaction surveys.
- Perform any other tasks as required.

What you bring to the table:

- Living Intact’s values (Integrity, Respect, Commitment to the Customer, Excellence, and Generosity) toward policyholders, colleagues, and suppliers is essential.
- Experience in customer service in a bilingual environment (French/English): must handle claims files for an English-speaking clientele on a regular basis
- Knowledge of auto body repair and mechanics is a plus.
- Knowledge of property and casualty insurance is a plus.
- Ability to navigate multiple computer software programs simultaneously while adhering to company policies.
- Motivated, resourceful, and resilient in order to handle a variety of situations.
- Excellent organizational skills, results-oriented, and alert to navigate a dynamic environment with agility.
- Listening and communication skills that enable the development and maintenance of strong working relationships.

Requirements:

- This position is available exclusively on-site at the Intact Dorval Service Centre, 5 days a week, 35 hours Monday through Friday from 9 a.m. to 5 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.