Claims Call Centre Associate

Zurich Insurance Company Ltd.•Waterloo, ON

3d•CA$48,000 - CA$64,000•Hybrid

About The Position

Zurich Canada is seeking a Claims Call Centre Associate to process routine and complex first reports of loss from various channels and handle specialized projects on cutting-edge initiatives to deliver timely, high-quality service to internal and external customers. The role involves managing complex technical duties and specialized/pilot projects for commercial lines of business, handling intake of claims involving Centres of Expertise, and working closely with internal business partners to support effective, customer-focused claims service. This is an opportunity to build knowledge and experience in a supportive environment. Zurich Canada uses artificial intelligence-enabled tools in its recruitment process, but all hiring decisions are made by qualified hiring professionals. The company follows a hybrid work model requiring three days per week of in-person presence.

Requirements

High School Diploma or equivalent and 2 or more years of experience in the Customer Service area OR Zurich Certified Insurance Apprentice including an Associate Degree and no prior experience required in the Customer Service area
Successful completion of basic insurance course work
18 or more months of contact centre experience
Insurance industry knowledge
Advanced Microsoft Office skills
Insurance licensing (or ability to obtain, as applicable)
Fluency in both spoken and written French (for positions posted only in QC)
Fluency in both spoken and written English is required to facilitate communication with internal and external stakeholders outside Quebec.

Responsibilities

Process routine and complex first reports of loss received through various channels, ensuring accurate documentation and timely follow-up.
Handle complex technical duties and specialized or pilot projects on cutting-edge initiatives for commercial lines of business.
Manage intake of claims involving Centres of Expertise, ensuring appropriate routing and coordination.
Monitor and take responsibility for resources and workload within defined procedures.
Interact closely with internal business partners, including Underwriters, Account Managers and specialized claims personnel, in a professional, productive and positive manner.
Work closely with external business partners, including agents/brokers, in a professional, productive and positive manner.
Identify and comply with the main principles relevant to legal and regulatory controls governing standard work practices within own geography.
Meet established departmental quality, phone availability and productivity objectives.
Perform other duties as assigned by the Team Manager or other members of the management team.