Representative, Sharing Economy Express Team

Definity Insurance Company • Canada,

11d • CA$43,700 - CA$80,500 • Hybrid

About The Position

This role is for a Claims Specialist experienced in guiding customers through First Notice of Loss (FNOL) and managing commercial auto claims from intake to resolution. The specialist is expected to deliver empathetic, accurate service, build trust, gather key information, and ensure timely follow-up.

Requirements

• Professional, friendly, and courteous demeanor with customers and co-workers.
• Minimum one year of APD claims experience (claims handling or first notice of loss).
• Knowledge of claims processes and procedures.
• Active adjuster license in New Brunswick or ability to obtain one.
• Ability to excel under pressure and adapt well to change.
• Ability to work efficiently in high-volume, fast-paced environments.
• Strong analytical and decision-making skills; detail-oriented and highly organized.
• High proficiency with Windows programs; excellent keyboarding skills.
• Team-oriented; value collaboration and shared goals.
• Excellent written and verbal communication skills; strong listening skills.

Nice To Haves

• Preferably hold a university degree, college diploma, or CIP designation.
• Previous customer service or call centre experience is an asset.
• Bilingualism (French/English) is an asset.

Responsibilities

• Provide prompt, courteous, accurate, and fair claims service to all customers (internal and external).
• Guide customers through FNOL (First Notice of Loss) via telephone: Set up FNOL, share contact details, and explain next steps in the claims journey.
• Respond to incoming calls and call out to customers in a courteous and compassionate manner.
• Listen to customers to understand what matters to them in this claim and establish trust.
• Gather all necessary claim adjudication information, using natural conversation flow.
• Take ownership of each call until resolution: Follow up to ensure the promised actions are completed.
• Manage pending of commercial auto claims.
• Explain the claim process clearly via telephone and email.
• Interpret and apply policy wordings to determine coverage.
• Ensure claims are promptly and thoroughly investigated; collaborate with fraud investigators when needed.
• Work with customers, brokers, vendors, and stakeholders to resolve claims.
• Maintain detailed file records in appropriate systems.
• Process claims payments within authority level.
• Achieve targeted number of assigned claims annually while upholding core values.
• Perform other duties as assigned.

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: Associate degree