About Company
Intact Financial Corporation is the largest provider of property and casualty insurance in Canada and a leading provider of specialty insurance in North America. With a rich history spanning over two centuries, Intact is dedicated to creating an environment where people feel safe, confident, and are cared for. We are a values-driven organization committed to building a culture of trust, respect, and innovation. Our mission is to help people, businesses, and society prosper in good times and be resilient in bad times. We achieve this through exceptional customer service, innovative products, and a strong community presence. At Intact, we believe our success is built on the talent and dedication of our employees, who are empowered to make a real difference in the lives of our customers every day. Join a team where your contributions are valued, and your career growth is supported.
Job Description
Are you passionate about delivering exceptional service and creating positive customer interactions? Intact Financial Corporation is seeking a dedicated and enthusiastic Customer Experience Associate to join our dynamic team in North Anthony, Fort Wayne. In this vital role, you will be the first point of contact for our valued policyholders, providing comprehensive support and guidance on their insurance needs. You’ll have the opportunity to make a tangible impact by ensuring every customer interaction is smooth, efficient, and satisfactory. This position requires a proactive individual with a strong commitment to problem-solving, clear communication, and a genuine desire to help others. You will be responsible for addressing inquiries, processing policy adjustments, assisting with claims-related questions, and educating customers on their coverage options. We are looking for someone who thrives in a fast-paced environment, possesses excellent organizational skills, and can adapt to evolving customer needs with grace and professionalism. Our ideal candidate is empathetic, a good listener, and capable of explaining complex information in an understandable way. You will work within a supportive team environment that encourages continuous learning and professional development. If you are ready to embark on a rewarding career where your customer-centric approach will be celebrated, and you want to contribute to a company that genuinely cares about its customers and employees, then we encourage you to apply today and become a key part of the Intact family in Fort Wayne.
Key Responsibilities
- Serve as the primary point of contact for customer inquiries via phone, email, and potentially in-person channels.
- Provide accurate and timely information regarding insurance policies, coverage details, and billing.
- Assist customers with policy changes, endorsements, renewals, and new policy applications.
- Support customers through initial claims reporting processes and answer questions related to claims status.
- Document all customer interactions and transactions accurately in the company's CRM system.
- Identify and resolve customer concerns efficiently, escalating complex issues to appropriate departments when necessary.
- Educate customers on available products and services, identifying opportunities to enhance their coverage.
- Collaborate with internal teams to ensure a seamless and positive customer journey.
- Maintain a high level of product knowledge and stay updated on company policies and industry regulations.
- Adhere to company service standards and regulatory compliance requirements.
Required Skills
- Minimum of 1 year of experience in a customer service or call center environment.
- Exceptional verbal and written communication skills.
- Proven ability to empathize with customers and effectively resolve issues.
- Proficiency in using CRM software and Microsoft Office Suite (Word, Excel, Outlook).
- Strong organizational skills and attention to detail.
- Ability to work effectively in a fast-paced, team-oriented environment.
- High school diploma or equivalent.
Preferred Qualifications
- Associate’s or Bachelor’s degree in Business, Communications, or a related field.
- Previous experience in the insurance or financial services industry.
- Familiarity with insurance policy management systems.
- Bilingual proficiency (English and Spanish) is a plus.
- Demonstrated ability to handle confidential information with discretion.
Perks & Benefits
- Competitive annual salary with performance-based incentives.
- Comprehensive health, dental, and vision insurance plans.
- Paid time off (vacation, sick leave, and holidays).
- 401(k) retirement plan with company matching contributions.
- Life and disability insurance.
- Employee assistance program (EAP).
- Opportunities for professional development and career advancement.
- Tuition reimbursement program.
- Supportive and collaborative work environment.
- Employee wellness programs.
How to Apply
Interested candidates are encouraged to click on the application link below to submit their resume and cover letter. Please highlight your relevant customer service experience and why you are a great fit for Intact Financial Corporation. We look forward to reviewing your application!