Bilingual Auto Claims Representative - Definity, Ottawa

About the Role

Are you passionate about helping customers through challenging situations and delivering exceptional service? Definity is looking for a Claims Representative to join our Auto Claims team in Ottawa. In this vital administration role, you will investigate, evaluate, and resolve first-party automobile claims while providing a positive and seamless experience for our customers. This is a fantastic opportunity to contribute to Definity's commitment to making insurance better.

Your Responsibilities

As a Bilingual Auto Claims Representative, you will be responsible for a range of duties focused on efficient claims management and outstanding customer service.

• Report to the Team Leader and be responsible for investigating and settling first-party automobile claims.
• Guide customers through FNOL by telephone: Set up the FNOL, sharing contact details and ensuring the customer knows the next steps in their claims journey.
• Provide prompt, courteous, accurate and fair claims service to all customers, internal and external.
• Take ownership of each call, handling it until resolution is reached, which includes follow-up, as necessary to ensure that the actions promised to the caller are completed.
• Fully explain the claim process to all customers in a way they’ll easily understand.
• Confirm whether claims are covered under a customer’s policy.
• Ensure all claims are promptly investigated.
• Work with the customer and preferred vendors to determine the best way to resolve the claim.
• Maintain detailed file records by entering pertinent data into the appropriate systems.
• Process claims payments within your authority level.
• Initiate salvage and subrogation procedures on assigned claims.
• Achieve the targeted number of assigned claims per year, while living our core values and meeting competencies.
• Achieve and maintain a file disposition rate of 100% on a monthly basis.

What You'll Bring

Definity values diverse backgrounds and perspectives. While certain qualifications are essential for this administration role, we encourage all interested candidates to apply, even if you don't meet every single requirement. Your unique experience could bring incredible value to our team.

• Minimum high school diploma required.
• Experience handling automobile claims with a good understanding of terminology and auto policies.
• Previous customer service and call centre experience is a definite asset.
• Excellent keyboarding skills and ability to navigate through numerous screens and systems quickly and easily.
• Professional, friendly and courteous to customers.
• Able to thrive under pressure and remain calm.
• Excellent written and verbal communication skills.
• Successful candidate must be bilingual in French/English.

Why Definity

At Definity, we believe it's better here. We're committed to being one of Canada’s leading and most innovative property and casualty insurers, and we know our people are key to that success. We embrace a collaborative, ambitious, rewarding, and empowering culture. This is an excellent opportunity for those looking for Definity jobs Ottawa or administration jobs Ottawa to build a rewarding career. Definity was named by Great Place to Work® as one of the Best Workplaces™ in Canada for women, for youth, and for inclusion.

• 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.