- Resolving customer escalated queries and complaints to a high standard within set timelines, while ensuring a first-class customer experience
- Lead and participate in work rotation assignments, technical specialist roles, and projects that enhance operational effectiveness
- Communicate effectively with customers and colleagues via phone, email, and digital channels
- Investigate and resolve customer queries, applying sound judgment and authority limits to deliver solutions
- Research, compile, and analyze data to support business decision-making and reporting
- Support the Customer Care Lead and provide support to improve customer experience performance levels
- Support change initiatives and implement new processes in the service centre
- Stay current by participating in internal and external learning opportunities related to insurance products and industry practices
- Model and promote Zurich's core values in your work
- Maintain compliance with risk, regulatory, and quality standards
- Other duties and business travel as required, including potential for extended hours during peak periods
- High school diploma or 3+ years of experience in the insurance industry in a customer-facing role, handling customer inquiries and complaints, or Zurich Certified Insurance Apprentice with an Associate degree and 1+ years of experience in insurance
- Experience liaising with third-party organizations
- Proven ability to handle a demanding caseload in a fast-paced environment
- Ability to interpret and apply policy wording to individual circumstances
- Strong verbal and written communication skills in two or more languages
- Experience with corporate services such as Business Travel Accident insurance or concierge services
- Detail-oriented with the ability to manage multiple priorities
- Collaborative, proactive approach with a focus on a positive customer experience
- We foster a diverse, inclusive, equitable, and belonging-focused culture (DIEB). We encourage you to bring your whole self to work.
- We value collaboration and diversity of thought, and provide tools to help you make an impact.
- We offer a comprehensive health/benefits plan and a competitive total compensation package.
- We support rest and work-life balance, including vacation and personal days.
- We are committed to training and development opportunities and giving back to communities.
Customer Care Advisor - Montreal (administrative region) - Zurich Insurance
Description
Overview
Customer Care Advisor – 12-Month Contract. Zurich Canada is seeking a Customer Care Advisor for a 12-month contract to resolve complex policy service and claims handling requests and deliver outstanding support for internal and external customers. Reporting to the Head of Customer Office, you will act as a subject matter expert in handling complaints and customer inquiries and play a critical role in upholding the company's customer promise with every interaction. You'll participate in and lead projects, support process improvements, and represent Zurich's values in your work.
This posting is for an existing vacancy. Zurich Canada uses AI-enabled tools to support parts of the recruitment process. AI is not the sole basis for shortlisting or selection. All hiring decisions are reviewed by qualified professionals. The role follows a hybrid work model requiring three days per week in-person.
Note: This posting includes information about the role and about Zurich Canada; it does not guarantee employment and is subject to internal processes and approvals.
What you will do
Qualifications
Required
Preferred
Compensation and work model
The salary range for this position is $56,000 – $80,000, based on skills, experience, and location. Zurich Canada is committed to pay equity and may adjust starting salaries based on qualifications. The organization provides a comprehensive benefits package and a minimum of four weeks of vacation per year, plus four personal days per year.
Fluency in English is required to facilitate communication with internal and external stakeholders outside Quebec.
Our Culture
About Zurich Canada
Zurich Canada is part of the Zurich Insurance Group, a global insurer with a strong presence in Canada. We support mid-sized and large companies with a focus on risk management and insurance solutions. For more information, visit
Zurich is an equal opportunity employer and strives to create a barrier-free environment. If you require accommodation in the recruitment process, please let us know. We do not accept unsolicited resumes from search firms or employment agencies.
Application
Apply now
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