Bilingual Representative, Auto Claims (Auto Direct)

Definity Insurance Company • Ottawa, ON

8h • CA$45,000 - CA$82,100 • Hybrid

About The Position

The Claims Advisor is responsible for investigating and settling first-party automobile claims while delivering an exceptional customer experience. This role involves guiding customers through the First Notice of Loss (FNOL) process, explaining claim procedures, confirming coverage, investigating claims, determining resolutions with customers and vendors, maintaining detailed file records, processing payments, and initiating salvage and subrogation procedures. The goal is to achieve targeted claim numbers and maintain a 100% file disposition rate while upholding core values and competencies.

Requirements

• Minimum high school diploma required.
• Experience handling automobile with a good understanding of terminology and auto policies.
• Excellent keyboarding skills and ability to navigate through numerous screens and systems quickly and easily.
• Professional, friendly and courteous to customers.
• Able to thrive under pressure and remain calm.
• Excellent written and verbal communication skills.
• Full fluency in both French and English is required.

Nice To Haves

• Previous customer service and call centre experience is a definite asset.

Responsibilities

• Investigating and settling first-party automobile claims.
• Guiding Customers through FNOL by telephone: Set up the FNOL, sharing contact details and ensuring the customer knows the next steps in their claims journey.
• Providing prompt, courteous, accurate and fair claims service to all customers, internal and external.
• Taking ownership of each call, handling it until resolution is reached, which includes follow-up, as necessary to ensure that the actions promised to the caller are completed.
• Fully explaining the claim process to all customers in a way they’ll easily understand.
• Confirming whether claims are covered under a customer’s policy.
• Ensuring all claims are promptly investigated.
• Working with the customer and preferred vendors to determine the best way to resolve the claim.
• Maintaining detailed file records by entering pertinent data into the appropriate systems.
• Processing claims payments within your authority level.
• Initiating salvage and subrogation procedures on assigned claims.
• Achieving the targeted number of assigned claims per year, while living our core values and meeting competencies.
• Achieving and maintaining a file disposition rate of 100% on a monthly basis.

Benefits

• Hybrid work schedule for most roles
• Company share ownership program
• Incentive 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

What This Job Offers

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