Senior Customer Service Specialist (Hybrid)

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Our employees are at the heart of what we do: helping people, businesses and society prosper in good times and be resilient in bad times. When you join our team, you are bringing this purpose to life alongside a passionate community.

Feel empowered to learn and grow while being valued for who you are. At Intact, we commit to supporting you in reaching your goals with tools, opportunities, and flexibility. It's our promise to you.

Who we are

At Intact Insurance Specialty Solutions, we are experts at what we do in protecting what makes businesses unique. Our deep understanding of the specialty insurance market is the foundation for our customized solutions, backed by targeted risk control and claims services. Our employees are passionate about providing insurance coverage that's aligned to our targeted customer groups.

Intact's Global Specialty Lines business spans across more than 20 verticals in four distinct markets: U.S., Canada, UK and Europe. The following opportunity is for our U.S. team.

The opportunity

We currently have an opportunity for a Senior Customer Service Specialist to join our Operations team based in our Salem, VA office on a hybrid schedule. This position is responsible for fielding a high volume of broad scope customer service requests/inquiries from agents, insureds and field staff. Responsible for coordinating the resolution of issues/problems raised by callers. Some of the Senior Customer Service Specialist responsibilities include but are not limited to:

• Fields both phone calls and written correspondence (including e-mail) from agents, insureds and field office personnel.
• Responds to Billing inquiries
• including in-depth analysis of balances
• preparation of payment/premium histories as needed
• Uses independent judgement to take appropriate action but will review defined guidelines to satisfactorily resolve issues, i.e., waive fees, amend installments, adjust minimum dues, etc.
• Provides Loss Runs, copies of policies, copies of billing documents as requested.
• Research and follow through on any customer reports received identifying a breakdown in service, including the specific areas within the Customer Service Center and extending to Operations and Underwriting.
• Identify and analyze system problems impacting billing distinguishing between billing system issues or other systems with an impact to billing; create ticket or forward to appropriate area to address.
• Train/provide guidance to other team members in new functions/changes when requested.
• Assist in training of new hires.

The expertise you bring

• High school diploma required with Associates degree preferred.
• 3-5 years customer service experience required; 3-5 years P&C insurance background, Commercial and Specialty Lines preferred.

Our salary ranges are determined by many factors including location, role, experience, and skillset of the candidate. The following ranges displayed reflect the target base salary for new hires, but your recruiter will share more specific compensation information with you during the hiring process. The typical base salary range for this position is: $50,000 - $55,000, based on the factors aforementioned. For candidates located in San Francisco, CA; Hoboken, NJ; and the New York City metro area, the base salary range is $53,000 -$63,000. In addition to base salary, full time Intact employees are also eligible for bonus potential and a full range of benefits to include but not limited to:

• Comprehensive medical, dental and vision insurance with no waiting period
• Competitive paid time off programs
• 401(k) savings and annual contributions of up to 12% of annual salary
• Mental health support programs, life and disability insurance, paid parental leave and a variety of additional voluntary benefits

Why choose Intact

We live our Values: We are committed to acting with the highest of ethical standards through our five core values: integrity, respect, customer driven, excellence and social responsibility.

Our commitment to Diversity: Founded in our values, we see diversity as a strength and aspire to create an environment where everyone can be themselves, grow and succeed. Together, we will stand up for what's right to build an inclusive society.

Manage your Time: What you accomplish matters more than hours in the office. We are committed to creating a positive and supportive environment in which you perform your best. Our Time-Off and Flexible Work Arrangement options help foster a healthy work-life balance.

Check out our Glassdoor reviews to see why people love working for Intact!

Our promise to you

Our Values are foundational to our success at Intact. You'll make a difference every day when you live our Values, do your best work, are open to change, and invest in yourself.

In return, we promise you support, opportunities, and performance-led financial rewards in a flexible work environment where you can:

• Shape the future: Help us lead an insurance transformation to better protect people, businesses and society.
• Win as a team: Collaborate with inspiring people to do your best work every day and together, stand up for what is right.
• Grow with us: Refresh and reinvent your skills, learn from our diverse teams, lift others up, and grow.

About Intact

At Intact Insurance Specialty Solutions we are experts at what we do. Our deep understanding of the specialty insurance market is the foundation for our customized solutions, backed by targeted risk control and claims services. Our employees are passionate about providing insurance coverage that's aligned to our targeted customer groups. Today, we help protect over a dozen industries with tailored coverages and services.

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