Customer Accounts Representative - St. John's

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.

Pay at Intact is about much more than just salary.

• 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)

Salary range (but not limited to):

Annual bonus target, based on the base salary, with a potential payout of up to double the target (subject to personal and company performance):

As part of our commitment to Win As A Team, we share our success with employees through our annual bonus plan and 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. We are one of the few companies offering the opportunity to receive guaranteed income for life via our defined benefit pension plan.

Salary for the candidate will be determined taking into consideration a number of factors including: experience, skills, qualifications, anticipated contribution to role, internal equity, etc. The salary range presented above is based on a 35-hour workweek and would represent a majority of different candidate profiles. However, we encourage candidates who may fall outside of this range to apply as well.

About the role

We are seeking a dedicated Customer Accounts Representative to join our dynamic and expanding Hybrid team in a fast-paced call center environment.

As a Customer Accounts Representative, you will be delivering exceptional service to our Brokers and Clients with their billing needs on our inbound queues in a call center setting.

This hybrid position is available in our 10 Factory Lane, St. John's office.

Join our Customer Accounts Team and play a key role in upholding our dedication to providing exceptional customer service, all while thriving in a fast paced and dynamic call center environment where every day offers new challenges and opportunities for growth!

Work Schedule: Full Time, Permanent

Candidates must be available to work a 35 hours per week.

Shifts will be assigned according to business needs and availability, within the following business hours:

• Monday to Friday: 8:00 a.m. to 8:00 p.m.

• Saturday: 8:00 a.m. to 5:00 p.m.

What you’ll do here:

• 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.

What you bring to the table:

• 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.

#LI- Hybrid

We are an equal opportunity employer

At 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.

Learn more about our recruitment process and your candidate journey here.

Please note that Intact does not provide sponsorship or other support for immigration-related matters including but not limited to employer-specific closed work permits. Candidates must be eligible to work in Canada from the anticipated start date and throughout their employment and are solely responsible for maintaining their work eligibility.

If you are an employee of Intact or belairdirect, please apply for this role on Internal Career Site.