Associé(e) au centre d'appels - Sinistres

Zurich Insurance Company Ltd. • Waterloo, ON

2d • CA$48,000 - CA$64,000 • Hybrid

About The Position

Zurich Canada is seeking a Call Centre Associate - Claims to handle first notice of loss (FNOL), both routine and complex, from various channels, and to participate in specialized projects related to cutting-edge initiatives to provide fast, high-quality service to internal and external customers. Reporting to the Claims Manager - Auto, Personal, you will undertake complex technical tasks and specialized/pilot projects for commercial business lines, handle claims involving Centres of Expertise, and collaborate closely with internal partners to support efficient, customer-focused claims processing. This is a unique opportunity to develop your knowledge and experience for the future in a supportive environment where your voice matters. Zurich Canada uses AI-powered tools to support certain stages of the recruitment process, including initial review and screening of applications. AI is not the sole basis for pre-screening or candidate selection. All hiring decisions are reviewed and made by qualified recruitment professionals. Zurich operates a hybrid work model requiring in-person presence three days a week, which may include time in the office or client-facing activities.

Requirements

• High school diploma or equivalent and at least 2 years of customer service experience OR completion of the Zurich Certified Insurance Apprentice program, including an Associate Degree, with no prior customer service experience required.
• Completion of a basic insurance course.
• 18 months or more of contact centre experience.
• Knowledge of the insurance industry.
• Advanced proficiency in Microsoft Office.
• Insurance license (or ability to obtain, as applicable).

Responsibilities

• Process routine and complex first notices of loss received through various channels, ensuring accurate documentation and timely follow-up.
• Undertake complex technical tasks and specialized or pilot projects related to cutting-edge initiatives for commercial business lines.
• Manage the intake of claims involving Centres of Expertise, ensuring proper routing and coordination.
• Monitor and manage resources and workload within established procedures.
• Interact closely with internal partners, including underwriters, account managers, and claims specialists, in a professional, productive, and positive manner.
• Collaborate closely with external partners, including agents/brokers, in a professional, productive, and positive manner.
• Identify and adhere to key principles related to legal and regulatory requirements governing standard work practices in your territory.
• Achieve departmental objectives for quality, call availability, and productivity.
• Perform any other duties assigned by the Team Lead or other members of the management team.

Benefits

• Comprehensive health and benefits plan with various coverage levels tailored to your needs.
• Competitive total rewards program.
• Minimum of four weeks of vacation per year.
• Four personal days per year.
• Access to a wide range of training and development opportunities.
• Opportunities for professional development.
• Supportive environment.
• Collaborative culture where diverse perspectives are valued.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED