Customer Accounts Representative

Intact Financial Corporation is seeking a dedicated Customer Accounts Representative to join their dynamic and expanding Hybrid team in a fast-paced call center environment. The role involves delivering exceptional service to Brokers and Clients regarding their billing needs while maintaining high standards of work and adhering to call center metrics.

Responsibilities

• Respond to customer billing needs and offer appropriate accounts guidance in a timely manner via phone in a call center environment
• Adhere to call center metrics including an 80% service level by maintaining average handle times and adherence ratios as per corporate expectations
• Respond to customer billing needs and offer appropriate accounts guidance using clear and concise written communication via email
• Complete billing tasks such as add or update banking information, amend payment schedules, process and review premium refunds, assist with client and broker inquiries related to account needs
• Enhance the customer experience by promoting self-service tools and guiding clients through the use of accounts receivable specific digital tools
• Ensure accuracy and maintain a high standard of work
• Follow applicable workflows while aiming to meet key performance metrics

Skills

• One year of customer service experience, preferably in a call center environment
• Previous experience in customer billing a strong asset
• Effective oral and written communication skills
• Strong customer service attitude to maintain favorable business relationships, negotiate tactfully, and problem solve
• Detail-oriented with the ability to organize and prioritize workload
• Technology-savvy is an asset
• Ability to work autonomously
• No Canadian work experience required however must be eligible to work in Canada

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 (ask how you could earn guaranteed income for life)
• Annual bonus target, based on the base salary, with a potential payout of up to double the target (subject to personal and company performance): 5%
• Employee Share Purchase Plan (ESPP) – with Intact matching 50% of your net shares
• Our pension offerings provide flexibility and long-term security for our employees beyond their careers.

Company Overview