Representative, Sharing Economy Express Team

 The Opportunity

Customer-focused Claims Specialist experienced in guiding customers through FNOL and managing commercial auto claims from intake to resolution. Known for delivering empathetic, accurate service while building trust, gathering key information, and ensuring timely follow-up. 

 What to Expect

• Provide prompt, courteous, accurate, and fair claims service to all customers (internal and external).
• Guide customers through FNOL (First Notice of Loss) via telephone:
  • Set up FNOL.
  • Share contact details.
  • Explain next steps in the claims journey.
• Respond to incoming calls and call out to customers in a courteous and compassionate manner
•  Listen to customer and understand what matters to them in this claim and establish trust
•  Gather all necessary claim adjudication information, using natural conversation flow
• Take ownership of each call until resolution:
  • Follow up to ensure the promised actions are completed.
• Manage pending of commercial auto claims.
• Explain the claim process clearly via telephone and email.
• Interpret and apply policy wordings to determine coverage.
• Ensure claims are promptly and thoroughly investigated; collaborate with fraud investigators when needed.
• Work with customers, brokers, vendors, and stakeholders to resolve claims.
• Maintain detailed file records in appropriate systems.
• Process claims payments within authority level.
• Achieve targeted number of assigned claims annually while upholding core values.
• Perform other duties as assigned.

 Customer Experience Focus

• Guide Customers Through FNOL:
  • Set up FNOL and ensure clarity on next steps.
• Connect and Build Trust:
  • Respond to calls with compassion and friendliness.
  • Listen attentively to understand customer needs.
• Create a Smooth Claims Experience:
  • Use engaging conversation to gather claim details.
  • Record information efficiently in InsurCloud.
• Inform and Support:
  • Provide clear coverage information.
  • Arrange additional services as needed.

 Additional Info

• Operating hours: 8 AM – 8 PM EST- Must be able to work 12-8pm shift 

What You Bring 

• Professional, friendly, and courteous with customers and co-workers.
• Preferably hold a university degree, college diploma, or CIP designation.
• Minimum one year of APD claims experience (claims handling or first notice of loss).
• Knowledge of claims processes and procedures.
• Previous customer service or call centre experience is an asset.
• Active adjuster license in New Brunswick or ability to obtain one.
• Excel under pressure and adapt well to change.
• Efficient in high-volume, fast-paced environments.
• Strong analytical and decision-making skills; detail-oriented and highly organized.
• High proficiency with Windows programs; excellent keyboarding skills.
• Team-oriented; value collaboration and shared goals.
• Excellent written and verbal communication skills; strong listening skills.
• Bilingualism (French/English) is an asset. 

Salary Range: $43,700 - $80,500

Actual salary for the role may vary depending on work location of the successful candidate and other factors including but not limited to, skills, education, experience, working conditions and the local labour market.

This position is being posted to fill an existing vacancy.

Interested in this role, but don’t meet every requirement? We encourage you to apply! We know from experience that a candidate doesn’t need 100% of the qualifications listed to bring incredible value to our team. We’re actively seeking diverse backgrounds and perspectives to help us make insurance better. At Definity, inclusion, diversity, and equity aren’t just “nice to have” — they’re essential to our success. 

What’s in it for you?

• Hybrid work schedule for most roles
• Company share ownership program
• Incentive Program - Eligible employees may participate in various incentive plans which are paid out at the discretion of the company and subject to individual and company performance.
• Pension and savings programs, with company-matched RRSP contributions
• Paid volunteer days and company matching on charitable donations
• Educational resources, tuition assistance, and paid time off to study for exams
• Focus on inclusion with employee groups, support for gender affirmation surgery, access to BIPOC counsellors, access to programs for working parents 
• Wellness and recognition programs 
• Discounts on products and services

Go ahead and expect a lot — you deserve it.

It’s better here — but don’t take our word for it. Definity was named by Great Place to Work® as one of the Best Workplaces™ in Canada for women, for youth, and for inclusion.

Our inclusive work environment welcomes diversity and supports accessibility. If you require accommodation at any time during the recruitment process, please let us know by contacting [email protected].

This role requires successful clearance of background checks (including criminal checks and leadership references).

#LI-Hybrid