Representative, Auto Claims (Auto Direct)

Economical Insurance is part of Definity, a leading Canadian property and casualty insurer. They are seeking a Representative for Auto Claims who will be responsible for investigating and settling first-party automobile claims, guiding customers through the claims process, and ensuring prompt and courteous service. 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 Previous customer service and call centre experience is a definite asset 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 Bilingualism is considered an asset This role requires successful clearance of background checks (including criminal checks and leadership references) 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 Economical Insurance is one of Canada's largest insurers, serving customers from coast to coast with a range of car insurance It was founded in 1871, and is headquartered in Waterloo, Ontario, CAN, with a workforce of 1001-5000 employees. Its website is