Digital Contact Center (Personal Insurance) -… at Definity · Toronto

YOUR NEXT CO-OP PLACEMENT

Work term: Fall 2026

Work term length: 8 months

From classroom to co-op to career, every step of your journey has an impact on your future. That’s why it makes sense to choose a co-op placement with a company that offers truly rewarding work and real-life experience. At Definity®, your contributions, creativity, and energy will be put to good use, and you’ll get to be involved with initiatives that support our strategic goals and use your skills in a supportive team environment.

If you’re looking for a company that takes care of its people — full time, part time, and co-ops alike — and has a track record of doing big things, get ready to love it here.

About the Role

Join Sonnet’s Digital Contact Centre as a Co-op student and help deliver a seamless, digital-first insurance experience. In this role, you’ll support our Personal Insurance team by assisting with customer inquiries, processing policy changes, and contributing to the efficiency of our digital operations.

This is a hands-on opportunity to learn how a modern, tech-enabled insurance contact center operates while building valuable customer service, analytical, and operational skills.

What You’ll Do

Deliver Digital Customer Support

• Respond to client and internal inquiries through digital channels (email, case systems, and platforms).
• Provide clear, accurate information related to personal insurance policies and transactions.
• Help resolve issues efficiently while maintaining a customer-first mindset.
   

Support Policy Transactions

• Assist in processing policy-related requests such as updates, cancellations, endorsements, and documentation requests.
• Ensure all changes are accurately reflected in internal systems and aligned with established guidelines.
   

Work with Digital Tools & Systems

• Use platforms like Guidewire and internal case management tools to manage requests and updates.
• Review incoming cases, triage requests, and route them to the appropriate teams when needed.
   

Assist with Risk Review & Escalation

• Support basic underwriting checks for simple policy scenarios.
• Identify cases that require escalation and ensure proper documentation and handoff.
   

Contribute to Operational Excellence

• Maintain high standards of accuracy, organization, and attention to detail.
• Help improve workflow efficiency by identifying opportunities and sharing feedback.
• Collaborate with team members in a fast-paced digital environment.

What You Bring

• Currently pursuing or recently completed a university degree or college diploma in Business, Finance, or a related field (or equivalent experience).
• CIP designation or progress toward completion is considered an asset.
• Basic understanding of insurance principles and underwriting concepts is an asset.
• Strong technical aptitude and ability to learn new systems (e.g., Guidewire).
• Excellent customer service mindset with a positive, team-oriented attitude.
• Strong communication skills (written and verbal) in a professional environment.
• Effective problem-solving and critical thinking abilities.
• Strong organizational and time management skills with the ability to prioritize tasks in a fast-paced environment.
   

What can Definity offer you?

• Meaningful work forwarding our purpose of building a better world by helping our clients and communities adapt and thrive in their hardest times of need.
• Culture of accountability, empowerment, and collaboration.
• Opportunities to support personal and professional growth through real-life experience and unique learning opportunities. Our Leadership Essentials program builds knowledge and skills to Team Leaders to Directors
• Opportunity to join our employee groups - focused on women's empowerment, LGBTQ+, anti-racism and cultural equity, and environmental activism. 
• Determined to create positive change for our environment, our people, and our communities, now and in the future. Check our ESG work!

About Company

Company