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ICBC (Insurance Corporation of British Columbia)Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer service skills in a contact centre environment, effectively managing emotionally sensitive interactions while providing accurate information about company products and services. Proficient in multitasking and adapting to changing priorities in a fast-paced setting.
Highest-signal resume keywords
Customer Service ExperienceStrong Verbal CommunicationEmpathy in Customer InteractionsMultitasking SkillsData Entry Proficiency
About the role
Key responsibilities & impact- Respond to customers reporting automobile claims
- Provide professional, customer-focused service
- Initiate claim files and gather first notice of loss information
- Ask appropriate questions to obtain information required for the claims process
- Communicate information clearly by phone and email
- Support customers through emotionally sensitive situations
- Resolve straightforward claims at first contact when appropriate
- Direct customers and claims to the appropriate team when further assistance is required
- Accurately manage information while handling multiple tasks and customer interactions
- Adapt to changing priorities in a fast-paced, high-volume contact centre
- Provide information about relevant company products and services
- Guide customers through the initial claims process as the first point of contact for ICBC
Requirements
What you’ll need- Minimum of 2 years of customer service experience in a contact centre, insurance, telecommunications, financial services, or comparable customer-focused environment
- Strong verbal and written communication skills, including communication by phone and email
- Ability to handle emotionally sensitive customer interactions with empathy and professionalism
- Strong multitasking and time-management skills
- Ability to adapt to changing priorities in a fast-paced, high-volume environment
- Ability to provide information about company products and services in a positive and professional manner
- Ability to type a minimum of 35 words per minute with 90% accuracy
- Candidates must achieve medium proficiency, within the 31st–70th percentile or higher, on both the Call Center Listening and Data Entry assessments
- Previous call centre or contact centre experience is an asset
- Must be legally entitled to work in Canada
- Flexibility with scheduling across shifts operating Monday through Sunday
Benefits
Comp & perks- Competitive salary
- Comprehensive benefits
- Collaborative work environment
- Remote work within British Columbia with one required visit to the primary office each month
- Career growth opportunities
- Diverse and inclusive team environment
- Accessibility accommodations throughout the application or hiring process
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Typing Speed of 35 Words Per MinuteData Entry Accuracy of 90%Claims ProcessingFirst Notice of Loss Information GatheringCall Center Listening Proficiency
Soft Skills
ProfessionalismAdaptabilityTime ManagementEmotional IntelligenceClear Communication
Industry Keywords
Contact CentreInsuranceCustomer-Focused EnvironmentHigh-Volume EnvironmentICBC