Representative, Auto Claims (Auto Direct)

Definity is a company focused on innovative insurance solutions, seeking a Representative for Auto Claims. The role involves investigating and settling first-party automobile claims while providing excellent customer service throughout the claims process.ResponsibilitiesReport to the Team Leader and will be responsible for investigating and settling first-party automobile claimsGuide Customers through FNOL by telephone: Set up the FNOL, sharing contact details and ensuring the customer knows the next steps in their claims journeyProvide prompt, courteous, accurate and fair claims service to all customers, internal and externalTaking 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 completedFully explain the claim process to all customers in a way they’ll easily understandConfirm whether claims are covered under a customer’s policyEnsure all claims are promptly investigatedWork with the customer and preferred vendors to determine the best way to resolve the claimMaintain detailed file records by entering pertinent data into the appropriate systemsProcess claims payments within your authority levelInitiate salvage and subrogation procedures on assigned claimsAchieve the targeted number of assigned claims per year, while living our core values and meeting competenciesAchieve and maintain a file disposition rate of 100% on a monthly basisSkillsMinimum high school diploma requiredExperience handling automobile with a good understanding of terminology and auto policiesPrevious customer service and call centre experience is a definite assetExcellent keyboarding skills and ability to navigate through numerous screens and systems quickly and easilyProfessional, friendly and courteous to customersAble to thrive under pressure and remain calmExcellent written and verbal communication skillsBilingualism is considered an assetBenefitsHybrid work schedule for most rolesCompany share ownership programIncentive 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 contributionsPaid volunteer days and company matching on charitable donationsEducational resources, tuition assistance, and paid time off to study for examsFocus on inclusion with employee groups, support for gender affirmation surgery, access to BIPOC counsellors, access to programs for working parentsWellness and recognition programsDiscounts on products and servicesCompany OverviewDefinity Financial Corporation is the parent company to some of Canada’s most long-standing and innovative property and casualty insurance brands and companies, including Economical Insurance, Sonnet Insurance, Family Insurance Solutions, and Petline Insurance. It was founded in 2021, and is headquartered in Waterloo, Ontario, CAN, with a workforce of 1001-5000 employees. Its website is https://www.definityfinancial.com/.



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