WTP -Claims Call Centre Representative (Toronto, ON, CA)
Ville : Toronto, ON, CA
Catégorie : Other
Industrie : Insurance
Employeur : Zurich Canada
Job Summary
Processing routine and complex first reports of loss by various channels in order to provide timely service to internal and external customers.
Job Qualifications
• High School Diploma or Equivalent and No prior experience required in the Clerical Support area
OR
• Zurich Certified Insurance Apprentice including an Associate Degree and No prior experience required in the Clerical Support area
AND
• 6 months of more of customer service experience
• Data entry experience
Preferred:
• 6 or more months contact center experience
• Detail oriented
• Insurance industry knowledge
• Experience with Microsoft Office
• Strong verbal and written communication skills
Job Accountabilities - Key Accountabilities
• Processing first notices of loss for more complex and/or dedicated accounts for commercial lines of business, via telephone and non-phone channels of work.
• Handle claims involving general lawsuits (non Centers of Expertise lawsuits).
• Interact with internal business partners in a professional, productive, and positive manner.
• Interact with external business partners, including insured´s and claimants, in a professional, productive, and positive manner.
• Meet established departmental quality objectives.
• Meet established departmental phone availability objectives.
• Meet established departmental productivity objectives.
• Develop a practical understanding of how processes and systems in own area of work relate to the management of risk and compliance.
• Prepare documents, presentations and other materials to a clear brief, using established formats and standard software.
• Other duties as assigned by Team Manager or other member of Management team.
Business Accountabilities
• Resolving complex claims enquiries and problems, judging when to pass complex queries on to or involve others in order to provide an effective service and clear advice to colleagues and customers.
• Liaise with internal and external clients in order to exchange information, clarify facts, and resolve queries and/or problems efficiently.
• Provide feedback and recommendations to the team in order to improve the quality of customer care.
• Oversee claims processing completed by more junior colleagues to ensure information is recorded in a timely and accurate manner.
• Follow established ordering procedures to ensure adequate resources are available to meet work requirements. Follow procedures to ensure adherence to the company´s risk and compliance policies.
Competencies
A future with Zurich
Now is the time to move forward and make a difference. At Zurich, we want you to share your unique perspectives, experiences and ideas so we can grow and drive sustainable change together. As part of a leading global organization, Zurich North America has over 148 years of experience managing risk and supporting resilience. We are a leading provider of commercial property-casualty insurance solutions and a wide range of risk management products and services for businesses and individuals. Today, we serve more than 25 industries, from agriculture to technology and insure 90% of the Fortune 500®. Our growth strategy is not limited to our business. As an employer, Zurich strives to provide ongoing career development opportunities and foster an environment where voices are diverse, behaviors are inclusive, actions drive equity, and our people feel a sense of belonging. Be a part of the next evolution of the insurance industry. Join us in building a brighter future for our people, our customers and the communities we serve.
As a global company, Zurich recognizes the diversity of our workforce as an asset. We recruit talented people from a variety of backgrounds with unique perspectives that are truly welcome here. Taken together, diversity and inclusion bring us closer to our common goal: exceeding our customers’ expectations. Zurich is committed to providing a diverse, inclusive and barrier-free environment resulting in an accessible organization for employees, customers, and other parties who interact with, or on behalf of, Zurich. We strive to achieve a workplace free of discrimination of all forms, including discrimination on the basis of physical or mental disability, or medical condition. If you are interested in a job opportunity, please advise if you require an accommodation, so we can work with you to provide a more accessible process.
Zurich does not accept unsolicited resumes from search firms or employment agencies. Any unsolicited resume will become the property of Zurich Canadian Holdings Limited. If you are a preferred vendor, please use our Recruiting Agency Portal for resume submission.
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