Representative, Auto Claims (Auto Direct)

Definity is a company focused on innovative insurance solutions, and they are seeking a Claims Advisor to investigate and settle first-party automobile claims. The role involves guiding customers through the claims process, providing exceptional service, and ensuring claims are promptly resolved.

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

Skills

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

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

Company Overview