Senior Customer Experience Consultant – Claims

Intact

. Conduct in-depth factual research on complex client files using resources and information from various business units .

Posted 10/22/2026full-timeSt-Hyacinthe • CanadaSenior💰 CA$80,700 - CA$98,700 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Auto and Property Claims Management, with a strong focus on investigative and analytical skills. Proficient in both French and English, capable of drafting formal communications and providing technical advice while ensuring compliance with company policies.

Highest-signal resume keywords

Claims Adjuster ExperienceAuto And Property Claims ManagementCIP DesignationBilingual Proficiency (French And English)Investigative And Analytical Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Claims ManagementResearch SkillsPosition Letter DraftingAccess To Information RequestsCase Study Preparation

Soft Skills

Client FocusProblem-SolvingDecision-MakingOrganizational SkillsAdaptability

Certifications & Qualifications

Claims Adjuster CertificateCIP (Chartered Insurance Professional)

Industry Keywords

InsuranceComplianceInvestigationsOperational EfficiencyConfidentiality

About the role

Key responsibilities & impact

Conduct in-depth factual research on complex client files using resources and information from various business units
Analyze claims complaints and determine and issue the company’s final position to insured clients
Exercise judgment while ensuring compliance with company guidelines and policies
Draft clear, detailed, and formal position letters
Provide expert technical advice to internal and external clients
Oversee and respond to investigations and inquiries from social media platforms
Participate in strategic initiatives and special projects based on business needs
Prepare case studies and briefing notes for leadership on trends and recurrence-prevention opportunities
Identify opportunities to improve team processes and operational efficiency
Manage and process formal Access to Information requests

Requirements

What you’ll need

College Diploma (DEC) in Insurance or equivalent education and experience
CIP (Chartered Insurance Professional) designation considered an asset
Minimum 5 years of experience as a Claims Adjuster
In-depth knowledge of Auto and Property claims management
Valid Claims Adjuster certificate for Personal and Commercial lines required
Proficiency in both French and English required
Exceptional investigative and analytical skills with critical thinking
Exemplary client focus and proactive problem-solving approach
Ability to navigate and de-escalate difficult or sensitive situations
High level of rigor, integrity, and commitment to confidentiality
Highly autonomous with strong decision-making skills; ability to manage stress and priorities
Superior oral and written communication skills
Positive attitude, highly organized, and self-motivated
Adaptable to changing priorities and available for occasional travel
Must be legally authorized to work in Canada; no prior Canadian work experience required

Benefits

Comp & perks

Flexible work arrangements and a hybrid work model
Possibility to purchase up to 5 extra days off per year
Multiple benefits supporting physical and mental wellbeing, including telemedicine and Wellness account
Share plan and other savings of up to 12% of salary or more
Annual bonus plan with a potential payout of up to double the 10% target, subject to personal and company performance
Employee Share Purchase Plan (ESPP) with Intact matching 50% of net shares
Defined benefit pension plan with the opportunity to receive guaranteed income for life
Workplace adjustments/accommodations for people with disabilities
Equal opportunity and accessible workplace