Job Description

We're looking for a

Senior Customer Experience Consultant

to join our growing team!


Are you passionate about turning challenges into opportunities and providing exceptional customer experiences? Join our dynamic team as a Senior Customer Consultant, where you will be at the forefront of resolving complex customer issues and enhancing client satisfaction. In this role you will dive into customer files, collaborate with various business units and leverage your expertise to make impactful decisions. If you're ready to make a different and drive positive change, this is the role for you!

What you will do here:

Analysis of complex customer files that have escalated through the Complaint Handling Protocol, including thorough fact finding using all available resources and information from various business units Provide outstanding service to customers and brokers through the complaint process Relied upon to make sound decisions with respect to customer files while remaining compliant to company guidelines and policies Supports internal and external clients by providing coaching, technical advice, and recommendations based on expertise to resolve problem claim files and re-establish understanding and/or positive rapport with customers, vendors, and brokers Follow up on implementation of resolution Manage Social Media inquiries Collaborate with the Customer Complaints Resolution Office Prepare studies or briefs for management, focusing on trends and areas of opportunity to prevent recurrence of complaints Regularly review adherence to business processes Proactively identify opportunities to increase efficiency within the team Participate in special projects based on need

What you bring to the table:

Extensive knowledge of property and auto claims with a minimum of 5 years claims customer service experience Bachelor's degree or equivalent work experience Completed or working towards completion of CIP designation Very strong understanding of policy wordings and application, Claims Guidelines, Best Practices, and Standard Operating Procedures Strong investigative skills and ability to think critically Exceptional customer service skills and ability to proactively seek solutions for customers Superior written and verbal communication skills including proven ability to deliver unfavorable news Proficient in diffusing situations with customers, brokers, and other stakeholders showing resilience when under stress Passion for continuous improvement and ability to mentor and coach peers Excellent priority management, organizational, and multi-tasking skills Ability to work independently demonstrating autonomy Strong working knowledge of various Provincial regulatory requirements Proficiency with computer software including Word, Excel, and SharePoint Experience using Guidewire (CC) and Salesforce (C360) and asset

At Intact, we value diversity and strive to create an inclusive, accessible workplace where all individuals feel valued, respected, and heard.


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.


Click here to review other important information about the hiring process, including background checks, internal candidates, and eligibility to work in Canada.