Claims Call Centre Associate – Waterloo or Montreal

About the role

Zurich Canada is seeking a Claims Call Centre Associate to handle routine and complex first reports of loss for personal and commercial lines. The role involves processing claims from multiple channels, supporting specialized projects, and collaborating with internal and external partners. This position offers a supportive environment with a hybrid work model.

Key responsibilities

• Process routine and complex first reports of loss received through various channels, ensuring accurate documentation and timely follow‑up.
• Handle complex technical duties and pilot projects on cutting‑edge initiatives for commercial lines of business.
• Manage intake of claims involving Centres of Expertise, coordinating appropriate routing.
• Monitor resources and workload within defined procedures.
• Interact professionally with internal partners such as underwriters, account managers and specialized claims personnel.
• Work closely with external partners, including agents and brokers.
• Ensure compliance with legal and regulatory controls relevant to the geography.
• Meet departmental quality, phone availability and productivity targets.
• Perform other duties as assigned by the Team Manager.

Required profile

• Proven experience in customer service or claims handling, including processing first reports of loss.
• Ability to manage both routine and complex claims across personal and commercial lines.
• Strong communication skills for interacting with internal and external partners.
• Detail‑oriented with ability to follow legal and regulatory requirements.
• Capability to meet quality, productivity and phone availability targets.
• Willingness to work on specialized projects and pilot initiatives.
• Ability to work on‑site three days per week under a hybrid model.

Required skills

What we offer

• Hybrid work model with three days on‑site per week.
• Competitive salary range of $48,000–$64,000 CAD per year.
• Opportunity to work for a global insurance leader and develop expertise in claims handling.
• Collaborative, values‑driven workplace.