Customer Accounts Representative

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.

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 Edmonton (700-10830 Jasper Avenue) or Vancouver (200, Granville Street) offices.

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!

Start Date: June 2, 2025

Work Schedule: 35h/week

*Candidates must be available to work full-time, 5 days a week including Saturdays. Your shift will be assigned according to business needs and shift availability, within the following business hours:

• EDMONTON: Monday to Friday, 7:30 a.m. to 7:00 p.m. & Saturday, 9:00 a.m. to 7:00 p.m.
• VANCOUVER: Monday to Friday, 7:30 a.m. to 6:00 p.m. & Saturday, 9:00 a.m. to 5:00 p.m.
• You will be required to work every Saturdays and possible statutory holidays (based on business needs)

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.

#LI- Hybrid

Salary of the successful candidate will typically be positioned between the following range, taking into consideration a number of factors including prior experience, qualifications, anticipated contribution to role, location and internal equity:

$37 800,00 - $56 800,00

What we offer
 

Our hybrid work model provides the balance between working from home and enjoying meaningful in-person interactions.

Working here means you'll be empowered to be and do your best every day. Here is some of what you can expect as a permanent member of our team:

• A financial rewards program that recognizes your success

• An industry leading Employee Share Purchase Plan; we match 50% of net shares purchased

• An extensive flex pension and benefits package, with access to virtual healthcare

• Flexible work arrangements

• Possibility to purchase up to 5 extra days off per year

• An annual wellness account that promotes an active and healthy lifestyle

• Access to tools and resources to support physical and mental health, embracing change and connecting with colleagues

• A dynamic workplace learning ecosystem complete with learning journeys, interactive online content, and inspiring programs

• Inclusive employee-led networks to educate, inspire, amplify voices, build relationships and provide development opportunities

• Inspiring leaders and colleagues who will lift you up and help you grow

• A Community Impact program, because what you care about is a part of what makes you different. And how you contribute to your community should be just as unique.

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.

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