Digital Contact Center (Personal Insurance) - Fall 2026 - Co-op/Intern

Definity Insurance Company • Toronto, ON

16d • Hybrid

About The Position

Join Sonnet’s Digital Contact Centre as a Co-op student and help deliver a seamless, digital-first insurance experience. In this role, you’ll support our Personal Insurance team by assisting with customer inquiries, processing policy changes, and contributing to the efficiency of our digital operations. This is a hands-on opportunity to learn how a modern, tech-enabled insurance contact center operates while building valuable customer service, analytical, and operational skills.

Requirements

• Currently pursuing or recently completed a university degree or college diploma in Business, Finance, or a related field (or equivalent experience).
• Strong technical aptitude and ability to learn new systems (e.g., Guidewire).
• Excellent customer service mindset with a positive, team-oriented attitude.
• Strong communication skills (written and verbal) in a professional environment.
• Effective problem-solving and critical thinking abilities.
• Strong organizational and time management skills with the ability to prioritize tasks in a fast-paced environment.

Nice To Haves

• CIP designation or progress toward completion is considered an asset.
• Basic understanding of insurance principles and underwriting concepts is an asset.

Responsibilities

• Respond to client and internal inquiries through digital channels (email, case systems, and platforms).
• Provide clear, accurate information related to personal insurance policies and transactions.
• Help resolve issues efficiently while maintaining a customer-first mindset.
• Assist in processing policy-related requests such as updates, cancellations, endorsements, and documentation requests.
• Ensure all changes are accurately reflected in internal systems and aligned with established guidelines.
• Use platforms like Guidewire and internal case management tools to manage requests and updates.
• Review incoming cases, triage requests, and route them to the appropriate teams when needed.
• Support basic underwriting checks for simple policy scenarios.
• Identify cases that require escalation and ensure proper documentation and handoff.
• Maintain high standards of accuracy, organization, and attention to detail.
• Help improve workflow efficiency by identifying opportunities and sharing feedback.
• Collaborate with team members in a fast-paced digital environment.

Benefits

• Meaningful work forwarding our purpose of building a better world by helping our clients and communities adapt and thrive in their hardest times of need.
• Culture of accountability, empowerment, and collaboration.
• Opportunities to support personal and professional growth through real-life experience and unique learning opportunities.
• Opportunity to join our employee groups - focused on women's empowerment, LGBTQ+, anti-racism and cultural equity, and environmental activism.
• Determined to create positive change for our environment, our people, and our communities, now and in the future.

What This Job Offers

• Career Level: Intern
• Education Level: Associate degree