Customer Service Representative - Central Payment Team

Intact FC • Calgary, AB

8d • Hybrid

About The Position

The Intact Central Payment Team (CPT) is seeking a full-time permanent representative to support their day to day activities! CPT supports Claims by issuing accurate, timely payments and providing responsive service through multiple channels. In this role, you’ll use various claims and finance systems to complete payments, respond to inquiries, and ensure all work is documented and processed in accordance with guidelines, controls, and service standards.

Requirements

• Customer service experience with strong written and verbal communication skills and a calm, professional approach.
• High attention to detail and a proven ability to complete accurate, time-sensitive work.
• Comfort navigating multiple systems and adapting quickly to new tools and processes.
• Strong organization and time-management skills, with the ability to prioritize effectively in a high-volume environment.
• Sound judgment, accountability, and willingness to ask questions and escalate appropriately.
• Team-first mindset with flexibility to support cross-training and shifting business needs.
• Interest in building insurance knowledge and commitment to continuous learning (e.g., internal training, LinkedIn Learning, GIE/CIP/ILA).

Responsibilities

• Provide professional, empathetic, and efficient service to internal and external customers via phone, email, and other communication channels.
• Process and issue accurate payments in a timely manner using multiple systems and tools.
• Review payment requests for completeness and accuracy; follow established procedures, controls, and approval requirements.
• Investigate and resolve payment inquiries, discrepancies, returns, and exceptions; escalate complex issues when required.
• Document actions clearly and accurately to ensure file integrity and audit readiness.
• Build foundational knowledge of claims concepts (e.g., policies, endorsements, liability, coverage basics) to support accurate processing and communication.
• Stay current on team objectives, best practices, and process updates; maintain proficiency in systems and workflows.
• Take initiative to develop skills and improve performance through coaching, feedback, and self-directed learning.
• Support other Claims Operations teams as required once cross-trained, remaining flexible as priorities and staffing needs change.

Benefits

• Flexible work arrangements and a hybrid work model
• Possibility to purchase up to 5 extra days off per year
• Multiple benefits offered to support physical and mental wellbeing, including telemedicine, Wellness account and much more
• Share plan & other savings: up to 12% of salary or even more
• Annual bonus target, based on the base salary, with a potential payout of up to double the target (subject to personal and company performance)
• Employee Share Purchase Plan (ESPP) – with Intact matching 50% of your net shares.
• Defined benefit pension plan

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed