Job Description

Our employees are at the heart of everything we do. Together, we help people, businesses, and society prosper in good times and be resilient in bad times.

Our employee promise represents Intact’s commitment to you in exchange for living our Values, striving to do your best work, being open to change and investing in your career. In return, we promise to provide support, opportunities and performance-led financial rewards at a workplace where you can shape the future, win as a team and grow with us.

About the role

If you're passionate about helping others and you’re recognized for being tech-savy and an excellent communicator, this may just be the perfect place for you!

As a Customer Service Representative - Helpline , you will be responsible in supporting Brokers in using Intact's Broker Technology, and where applicable, for providing support to various departments related to broker training and broker usage initiatives.

Work locations: Toronto (700 University Avenue) and Calgary (1200 321- 6th Ave.)

What you'll do here:

• 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.

What you bring to the table:

• 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
• 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

Schedule: 9am - 5pm with 2 in-office days per week

#LI-hybrid

What we offer

Our hybrid work model provides the balance between working from home and enjoying meaningful in-person interactions.

Working here means you'll be empowered to be and do your best every day. Here is some of what you can expect as a permanent member of our team:

• A financial rewards program that recognizes your success

• An industry leading Employee Share Purchase Plan; we match 50% of net shares purchased

• An extensive flex pension and benefits package, with access to virtual healthcare

• Flexible work arrangements

• Possibility to purchase up to 5 extra days off per year

• An annual wellness account that promotes an active and healthy lifestyle

• Access to tools and resources to support physical and mental health, embracing change and connecting with colleagues

• A dynamic workplace learning ecosystem complete with learning journeys, interactive online content, and inspiring programs

• Inclusive employee-led networks to educate, inspire, amplify voices, build relationships and provide development opportunities

• Inspiring leaders and colleagues who will lift you up and help you grow

• A Community Impact program, because what you care about is a part of what makes you different. And how you contribute to your community should be just as unique.

We are an equal opportunity employer

At Intact, our Value of respect is founded on seeing diversity as a strength. We strive to create an accessible workplace where employees feel valued, included and encouraged to share their unique perspectives.

We encourage applications from individuals who are members of equity-deserving groups, including but not limited to women, Indigenous peoples, persons with disabilities, Black people, and members of the 2SLGBTQI+ community.

As part of Intact’s commitment to reconciliation, we acknowledge that we work, meet and travel across the land currently called Canada, originally inhabited by First Nations, Metis and Inuit people. This history extends through many centuries and continues to evolve today.

We have policies to ensure equal access and participation for people with disabilities, including providing workplace adjustments (accommodations). A copy of applicable policies is available on request.

If we can provide a specific adjustment to make the recruitment process more accessible for you, please let us know when we reach out about a job opportunity. We’ll work with you to meet your needs.

Learn more about our recruitment process and your candidate journey here.

If you are an employee of Intact or belairdirect, please apply for this role on Internal Career Site.

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