Senior Customer Experience Consultant- Claims

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.

We are looking for a Senior Advisor, Customer Experience, to join our growing team in Claims!

• →Analyze complex client files: Conduct in-depth factual research by leveraging all available resources and information from various business units.
• →Resolve claims complaints: Take full ownership of complaint analysis related to claims files to determine and issue the company’s final position to the insured.
• →Make sound decisions: Exercise judgment on client files while ensuring full compliance with company guidelines and policies.
• →Draft professional correspondence: Write clear, detailed, and formal position letters.
• →Provide technical expertise: Support both internal and external clients by providing expert-led technical advice.
• →Manage social media inquiries: Oversee and respond to investigations and inquiries originating from social media platforms.
• →Contribute to special projects: Participate in various strategic initiatives based on business needs.
• →Report to management: Prepare case studies and briefing notes for leadership, focusing on trends and opportunities to prevent recurrence.
• →Drive efficiency: Proactively identify opportunities to improve team processes and operational efficiency.
• →Handle information requests: Manage and process formal Access to Information requests.

• Education & Expertise: College Diploma (DEC) in Insurance or equivalent education and experience. A CIP (Chartered Insurance Professional) designation is considered an asset.
• Proven Experience: Minimum of 5 years of experience as a Claims Adjuster, with in-depth knowledge of Auto and Property claims management.
• Licensing: Valid Claims Adjuster certificate (Personal and Commercial lines) is required.
• Bilingualism: Proficiency in both French and English is required, as you will interact regularly with English-speaking clients and colleagues across the country.
• Technical Skills: Exceptional investigative and analytical skills with a sharp critical thinking mindset.
• Service Excellence: Exemplary client focus and a proactive approach to problem-solving.
• Conflict Management: Ability to navigate and de-escalate difficult or sensitive situations.
• Professionalism: High level of rigor, integrity, and a strict commitment to confidentiality.
• Self-Management: Highly autonomous with strong decision-making skills and the ability to manage stress and priorities effectively.
• Communication: Superior oral and written communication skills.
• Personal Attributes: Positive attitude, highly organized, and self-motivated.
• Flexibility: Adaptable to changing priorities and available for occasional travel.
• Work Authorization: No prior Canadian work experience required, but must be legally authorized to work in Canada.

#LI-Hybride

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.

Please note that Intact does not provide sponsorship or other support for immigration-related matters including but not limited to employer-specific closed work permits. Candidates must be eligible to work in Canada from the anticipated start date and throughout their employment and are solely responsible for maintaining their work eligibility.

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