Group Benefits Representative I

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

As a Telephony Agent, you will be the first point of contact for our clients, providing them with essential policy details and technical support related to their group benefits claims. Your role is pivotal in ensuring a seamless experience for our customers, demonstrating patience, empathy, and a commitment to outstanding service.

Key Responsibilities:  

• Answer incoming calls from clients regarding group benefits claims and provide accurate policy information.  
• Assist customers with technical support inquiries, ensuring clear communication and understanding. 
• Exhibit patience and empathy while addressing customer concerns and inquiries.  
• Maintain accurate records of customer interactions and transactions.  
• Collaborate with team members to enhance service delivery and improve processes.  
• Manage multiple tasks efficiently while maintaining a high level of organization and attention to detail.  
• Educate members about their benefits by applying knowledge of industry standards (i.e., Assistive Devices Program, Ontario Drug Benefit Plan, Canadian Life Health Insurance Association, etc.).  
• Investigate claims adjudication based on policy and industry guidelines, and clearly explain payment decisions, including declines.  
• Investigate complex claims by referring to government programs, manuals, and underwriters, as necessary.  
• Log onto a busy phone queue while simultaneously submitting requests for review and correction of previously adjudicated claims.  
• Make outbound calls to providers and members to assist in claim resolution.  
• Identify discrepancies when the system has processed a claim differently from policy guidelines.  
• Ensure quality and quantity of work are monitored against set KPIs.  

Qualifications:  

• A minimum of 2 years of experience in group benefits claims or administration is an asset.  
• Proven experience in customer service with the ability to exhibit patience and express sincere empathy to clients.  
• Excellent written and verbal communication skills.  
• A college diploma or university degree is preferred.  
• Superior organizational and computer skills; detail-oriented with a focus on accuracy.  
• Advanced alpha and numerical keyboard skills.  
• Ability to remain focused while handling multiple tasks in a fast-paced environment.  
• Bilingual in English and French is an asset.  

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.