Representative, Auto Claims (Auto Direct)

Definity Insurance Company • Calgary, AB

23h • CA$45,000 - CA$82,100 • Hybrid

About The Position

Reporting to the Team Leader, 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, providing prompt and fair claims service, taking ownership of calls until resolution, and maintaining detailed file records. The Claims Advisor will confirm policy coverage, investigate claims, work with customers and vendors to determine resolutions, process payments within their authority, and initiate salvage and subrogation procedures. The position also requires achieving targeted claim numbers and maintaining a 100% file disposition rate.

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

Nice To Haves

• Previous customer service and call centre experience is a definite asset
• Bilingualism is considered an asset

Responsibilities

• Report to the Team Leader and will be responsible for investigating and settling first-party automobile claims.
• Guide Customers through FNOL by telephone: Set up the FNOL, sharing contact details and ensuring the customer knows the next steps in their claims journey.
• Provide 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 explain the claim process to all customers in a way they’ll easily understand.
• Confirm whether claims are covered under a customer’s policy.
• Ensure all claims are promptly investigated.
• Work with the customer and preferred vendors to determine the best way to resolve the claim.
• Maintain detailed file records by entering pertinent data into the appropriate systems.
• Process claims payments within your authority level.
• Initiate salvage and subrogation procedures on assigned claims.
• Achieve the targeted number of assigned claims per year, while living our core values and meeting competencies.
• Achieve and maintain a file disposition rate of 100% on a monthly basis.

Benefits

• Hybrid work schedule for most roles
• Company share ownership program
• Incentive Program - Eligible employees may participate in various incentive plans which are paid out at the discretion of the company and subject to individual and company performance.
• 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: Entry Level
• Education Level: High school or GED