Senior Customer Experience Consultant

Intact Financial

  • Calgary, AB
  • Permanent
  • Full-time
  • 2 days ago
Our employees are at the heart of everything we do. Together, we help people, businesses, and society prosper in good times and be resilient in bad times.Our employee promise represents Intact’s commitment to you in exchange for living our Values, striving to do your best work, being open to change and investing in your career. In return, we promise to provide support, opportunities and performance-led financial rewards at a workplace where you can shape the future, win as a team and grow with us.About the roleWe’re looking for a Senior Customer Experience Consultant to join our growing team!Are you passionate about turning challenges into opportunities and providing exceptional customer experiences? Join our dynamic team as a Senior Customer Consultant, where you will be at the forefront of resolving complex customer issues and enhancing client satisfaction. In this role you will dive into customer files, collaborate with various business units and leverage your expertise to make impactful decisions. If you’re ready to make a different and drive positive change, this is the role for you!What you will do here:
  • Analysis of complex customer files that have escalated through the Complaint Handling Protocol, including thorough fact finding using all available resources and information from various business units
  • Provide outstanding service to customers and brokers through the complaint process
  • Relied upon to make sound decisions with respect to customer files while remaining compliant to company guidelines and policies
  • Supports internal and external clients by providing coaching, technical advice, and recommendations based on expertise to resolve problem claim files and re-establish understanding and/or positive rapport with customers, vendors, and brokers Follow up on implementation of resolution
  • Manage Social Media inquiries
  • Collaborate with the Customer Complaints Resolution Office
  • Prepare studies or briefs for management, focusing on trends and areas of opportunity to prevent recurrence of complaints
  • Regularly review adherence to business processes
  • Proactively identify opportunities to increase efficiency within the team
  • Participate in special projects based on need
What you bring to the table:
  • Extensive knowledge of property and auto claims with a minimum of 5 years claims customer service experience
  • Bachelor’s degree or equivalent work experience
  • Completed or working towards completion of CIP designation
  • Very strong understanding of policy wordings and application, Claims Guidelines, Best Practices, and Standard Operating Procedures
  • Strong investigative skills and ability to think critically
  • Exceptional customer service skills and ability to proactively seek solutions for customers
  • Superior written and verbal communication skills including proven ability to deliver unfavorable news
  • Proficient in diffusing situations with customers, brokers, and other stakeholders showing resilience when under stress
  • Passion for continuous improvement and ability to mentor and coach peers
  • Excellent priority management, organizational, and multi-tasking skills
  • Ability to work independently demonstrating autonomy
  • Strong working knowledge of various Provincial regulatory requirements
  • Proficiency with computer software including Word, Excel, and SharePoint
  • Experience using Guidewire (CC) and Salesforce (C360) and asset
What we offerOur hybrid work model provides the balance between working from home and enjoying meaningful in-person interactions.Working here means you'll be empowered to be and do your best every day. Here is some of what you can expect as a permanent member of our team:A financial rewards program that recognizes your successAn industry leading Employee Share Purchase Plan; we match 50% of net shares purchasedAn extensive flex pension and benefits package, with access to virtual healthcareFlexible work arrangementsPossibility to purchase up to 5 extra days off per yearAn annual wellness account that promotes an active and healthy lifestyleAccess to tools and resources to support physical and mental health, embracing change and connecting with colleaguesA dynamic workplace learning ecosystem complete with learning journeys, interactive online content, and inspiring programsInclusive employee-led networks to educate, inspire, amplify voices, build relationships and provide development opportunitiesInspiring leaders and colleagues who will lift you up and help you growA Community Impact program, because what you care about is a part of what makes you different. And how you contribute to your community should be just as unique.We are an equal opportunity employerAt Intact, our Value of respect is founded on seeing diversity as a strength. We strive to create an accessible workplace where employees feel valued, included and encouraged to share their unique perspectives.We encourage applications from individuals who are members of equity-deserving groups, including but not limited to women, Indigenous peoples, persons with disabilities, Black people, and members of the 2SLGBTQI+ community.As part of Intact’s commitment to reconciliation, we acknowledge that we work, meet and travel across the land currently called Canada, originally inhabited by First Nations, Metis and Inuit people. This history extends through many centuries and continues to evolve today.We have policies to ensure equal access and participation for people with disabilities, including providing workplace adjustments (accommodations). A copy of applicable policies is available on request.If we can provide a specific adjustment to make the recruitment process more accessible for you, please let us know when we reach out about a job opportunity. We’ll work with you to meet your needs.If you are an employee of Intact or belairdirect, please apply for this role on Internal Career Site.

Intact Financial