Customer Service Representative (Remote Or Hybrid Within Ontario)

Job ID: 6750
Working Business Language: English
We’re proud to give our employees the flexibility to choose how and where they want to work. In this role, you can decide whether your preference is to work from home (remote), work from the office or a hybrid of time spent at both. You may work anywhere within Ontario, while the required three-week in-person training & onboarding period, to ensure a positive tranisition into the role, starting August 8th, 2023, will be held at our North York office: 4120 Yonge St, North York, ON M2P 2C6
The Wawanesa Mutual Insurance Company, founded in 1896, is one of Canada’s largest mutual insurers, with over $4 billion in annual revenue and assets of $12 billion. Wawanesa Mutual, with executive offices in Winnipeg, is the parent company of Wawanesa General, which offers property and casualty insurance in California and Oregon; Wawanesa Life, which provides life insurance products and services throughout Canada; and Western Financial Group, which distributes personal and business insurance across Canada. Wawanesa proudly serves more than two million members in Canada and the United States. Wawanesa actively gives back to organizations that strengthen communities where it operates, donating well above internationally recognized benchmarks for excellence in corporate philanthropy. Learn more at wawanesa.com
We are currently looking for dedicated, driven, and enthusiastic individuals who thrive in an environment that welcomes change and are looking for an opportunity for diverse experience and advancement on a growing team.
Job Overview
The Customer Service Representative (Inside Claims Representative I - Service Team) contributes to Wawanesa’s goal of delivering an exceptional and consistent claims experience through the fair and equitable adjustment of small to moderate auto and/or property claims by means of telephone and written correspondence. This role will require the successful candidate to attend the in-person training and onboarding period, to ensure a successful and positive transition into the role, for three weeks starting August 8th, 2023, at our Ontario Regional Office in North York, ON.
Job Responsibilities

• Be aware of and stay up to date on regulatory and legislative changes surrounding insurance
• Ensuring that daily call centre metrics are met while taking a high volume of inbound calls, maintaining low hold times, and documenting files in a clear and concise manner
• Providing exceptional customer service to our members
• Collaborate with colleagues when necessary to resolve member complaints
• Establish yourself as as a knowledge leader on our policies, products, services, and initiatives
• Assess member needs, respond to inquiries by providing solutions, and diffuse situations as needed
• Interpret policy wordings and determine policy coverage to ensure appropriate reserving practices
• Coordinate services with vendors and service providers

Qualifications

• Strong communication skills, both oral and written, to instill confidence for our members
• College/University degree is preferred
• Experience in a call centre environment is an asset
• Good time management and organizational skills with the ability to prioritize work in a fast pace environment
• Exceptional customer service skills, demonstrating empathy for our members and their claims experience
• Detail oriented with a critical degree of accuracy regarding data entry
• Understanding how life events can impact a customer’s financial situation and is prepared to actively advise on solutions and analyze/resolve complex customer problems
• Highly effective qualitative analytical skills

Our Hiring Team will be contacting candidates who are identified at the initial selection stage by phone for a few brief questions regarding your application; we thank you for your time you have invested into this process.
Wawanesa is proud to be one of Manitoba's Top Employers for 2023 recognizing that we are an exceptional place to work!
Wawanesa provides its employees with a respectful, challenging and rewarding environment where they can maximize their potential while contributing to the company’s goals. Our full-time permanent employees are provided with highly competitive compensation packages (salaries, generous vacation allowance, leave top up, annual bonus plan, premium free benefits and a pension plan). Wawanesa provides a stable environment for its employees in today’s challenging markets.
Wawanesa is an equal opportunity employer and is committed to fostering a diverse workforce that is equitable and inclusive for all. Wawanesa provides equal employment opportunity to all employees and applicants without regard to an individual’s protected status: race/ethnicity, colour, religion, creed, sex or gender, sexual orientation, gender identity or expression, family or marital status, pregnancy/childbirth or related conditions, national origin, disability, military or veteran status, or any other protected status. Accommodations are available upon request throughout all aspects of the selection process. Candidates requiring accommodations may contact, in confidence, [email protected].
If you are interested in this exciting, challenging position with Wawanesa, apply today with your Resume.
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