Representative, National Inquiry

Job ID : 7533
Category : Claims
Brand : Definity
Regular/Temporary : Regular
Fulltime/Parttime : Full Time
Location : Vancouver, Canada
Posting Range : $39,000 - $67,300

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Definity is the parent company to some of Canada’s most long-standing and innovative insurance brands, including Economical Insurance, Sonnet Insurance, Family Insurance Solutions, and Petline Insurance. Our ambition is to be one of Canada’s leading and most innovative property and casualty insurers. We can’t do that without our people, so we embrace and encourage a culture that’s collaborative, ambitious, rewarding, and empowering.

We offer a flexible, hybrid work experience where employees work from the office and virtually depending on the type of work they are doing and who they are working with. Bring your true self and be a part of our journey. It’s better here.

What can you expect in this role?

  • Direct interaction with customers over the phone, via our inquiry lines, in a call-center type atmosphere.
  • Providing exceptional customer service by handling calls in an empathetic and professional manner.
  • Analyzing customer inquiries by providing information on new or existing claims.
  • Researching required information to support customers using available internal platforms.
  • Directing inbound calls to the appropriate resources.
  • Communicating and coordinating with internal departments to resolve customer inquiries.
  • Escalating calls, using proper escalation procedures, to the appropriate department or individual as required.
  • Meeting personal and team adherence and compliance targets and KPI’s.
  • Completion of other administrative duties as necessary or assigned.

What do you bring to the role?

  • Fluently bilingual (English/French) in both written and verbal communication is an asset.
  • You’ve got the three Ps down pat - personable, productive and professional when talking on the phone with customers or coworkers.
  • You’re at your best when things get busy. You’ve mastered the art of staying calm and thinking fast on your feet. You’re definitely not afraid of change!
  • You love the idea of being part of a team.
  • You have a thirst for learning and pushing your own development.
  • You can juggle multiple projects without missing a beat or a single detail.
  • Not only do you have excellent written and verbal skills, you might also be a bit psychic because you always seem to be able to anticipate the needs of your team.
  • High school diploma, but preference will be given to candidates with post-secondary education.
  • Well organized, detailed oriented with excellent time management skills.
  • Strong written and verbal communication skills.
  • Strong keyboarding skills and are adept at navigating through numerous screens quickly and efficiently.
  • Previous exposure in an accounting function would be an asset.
  • Excellent computer skills and proficient in MS Word and Excel.

Salary Range: $39,000 - $67,300

Interested in this role, but don't meet every requirement? We encourage you to apply! We know from experience that a candidate doesn't need 100% of the qualifications listed to bring incredible value to our team. We're actively seeking diverse backgrounds and perspectives to help us make insurance better. At Definity, inclusion, diversity, and equity aren't just "nice to have" — they're essential to our success.

What's in it for you?

  • Hybrid work schedule for most roles
  • Company share ownership program
  • Pension and savings programs, with company-matched RRSP contributions
  • Paid volunteer days and company matching on charitable donations
  • Educational resources, tuition assistance, and paid time off to study for exams
  • Focus on inclusion with employee groups, support for gender affirmation surgery, access to BIPOC counsellors, access to programs for working parents
  • Wellness and recognition programs
  • Discounts on products and services

Actual salary for the role may vary depending on work location of the successful candidate and other factors including but not limited to, skills, education, experience, working conditions and the local labour market.  In addition to base pay, eligible employees may participate in various incentive plans which are paid out at the discretion of the company and subject to individual and company performance.

Go ahead and expect a lot — you deserve it.
It's better here — but don't take our word for it. Definity was named by Great Place to Work® as one of the Best Workplaces™ in Canada for women, for youth, and for inclusion.

Our inclusive work environment welcomes diversity and supports accessibility. If you require accommodation at any time during the recruitment process, please let us know by contacting [email protected].

Background checks
This role requires successful clearance of background checks (including criminal checks and leadership references).


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