Waterloo, ONT, Canada and 7 more Definity is the parent company to some of Canada’s most long‑standing and innovative insurance brands, including Economical Insurance, Sonnet Insurance, Family Insurance Solutions, and Petline Insurance. Our ambition is to be one of Canada’s leading and most innovative property and casualty insurers. We can’t do that without our people, so we embrace and encourage a culture that’s collaborative, ambitious, rewarding, and empowering. The successful candidate will report into a Team Leader, CCA. You will be responsible for answering incoming inquiries that come through email or phone. We are looking for someone with a positive attitude that will assist our customers until a resolution is reached. What can you expect Your shift will be scheduled between 8:00 AM and 8:00 PM EST Respond promptly and professionally to incoming inquiries by telephone, or email 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 Establish and maintain good rapport with customers by using positive language and anticipating their needs Gather all necessary information, inputting it accurately into the company database Provide the insured with basic information on coverage, and arrange any necessary supplemental services Provide data tracking support and manage spreadsheets What do you bring Exceptional communication skills, both verbal and written, in French and English Strong customer service, problem‑solving and resolution skills Proven ability to multi‑task and think on your feet in a fast‑paced environment Ability to work independently and in a team environment Strong attention to detail to ensure accuracy of information No insurance industry experience required Salary Range: $45,000 - $82,100 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. What’s in it for you 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 programmes for working parents Wellness and recognition programmes Discounts on products and services 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 This role requires successful clearance of background checks (including criminal checks and leadership references). Job Identification 9094 Job Category Customer Service and Contact Center Operations #J-18808-Ljbffr