Intact Hiring for Customer Service Representative, Helpline at Calgary, AB Full Time

We’re looking for Customer Service Representative, Helpline to join our growing team!

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 ON and Calgary AB

What you’ll do here:

• Maintain and develop knowledge of 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.

• Answer call and email inquiries in a timely manner. Adhere to service standards and maintain quality interactions.

• Based on trends and feedback from brokers, identify training needs, system issues and system response times. Provide feedback & recommendations to improve processes & procedures.

• Liaise with internal business partners on training requirements for brokers in order to improve usage, ease of doing business, and the Broker experience.

• Identify and propose solutions for various technical and/or underwriting issues associated with our systems and point of sale tools.

• Maintain reports on service & call types.

Qualifications

What you bring to the table:

You Are:

• Passionate about customer service and delivering an exceptional experience

• A problem solver who will identify needs, troubleshoot effectively, and take accountability for providing solutions

• An excellent written and verbal communicator

Your Education & Experience:

• College diploma or University Degree preferred or equivalent relevant work experience

• Insurance product knowledge,1-3 years of personal lines insurance experience preferred

• Working towards Chartered Insurance Professional (CIP) designation

• Demonstrates exceptional customer service over the phones, strong team player, positive attitude, flexible, adaptable, solutions oriented, efficient and priority management skills

• High computer literacy, including working knowledge of MS Office product suite

• Prior experience in a call centre environment an asset