Bilingual Claims Service Representative, *Remote work* Full-Time, *Anywhere in Canada*

ClaimsPro LP

Bilingual Claims Service Representative

Remote work | Full-Time | Anywhere in Canada (Mississauga, ON)

Job Description

Role Summary

Provide immediate and customer-focused assistance to policyholders who are calling to report insurance claims. Document initial loss details and activities to ensure that callers experience timely and service-oriented disposition of calls. Make determination based on protocol if immediate adjuster attention is required and coordinate with vendors as required.

• In order to work remotely, you will require High Speed Internet. (Download and Upload speed must both be at a minimum of 50 mbps)
• Weekend Shifts are Mandatory
• Please note that this position requires shift work on a seven (7) day rotating basis with an 8 hour shift between the hours of 7am to 12am.
• Only candidates fully bilingual in French and English will be considered.
• This is a full-time opportunity, and will require 37.5 hours of work per week.

Preference will be given to candidates who have successfully completed the following Insurance Institute courses: Essentials of Loss Adjusting (C110), Automobile (C14), Property (C12), and Principles and Practices (C11).

Competencies Required to Succeed

• Strong communication skills
• Team player with a strong commitment to quality and customer service
• Excellent time management and organizational skills
• Pleasant and friendly mannerism
• Ability to treat people with respect under all circumstances, instill trust in others, besides upholding the values of the organization
• Sound judgmental powers; ability to manage difficult customer situations, to respond promptly to the needs of the customer, solicit feedback to improve service, respond to requests for service/assistance
• Ability to adapt to change, meet the changing demands of the work environment, any delays or other unexpected demands
• Dependability; to follow instructions as well as take responsibility for their actions and also keep commitments
• Quality management; look for means of improving as well as promoting quality
• High level of motivation
• A sound knowledge of telephone etiquette

Responsibilities

• Review ECS call report and ensure call has terminated properly and forward accurate and complete call reports as required
• Provide personalized customer service of the highest level
• Arrange for the dispatch of adjusters or vendor partners when required
• Field and answer branch inquiries and administer to ECS menu
• Maintain database of service lapses reference for root cause, report trends and make recommendations to management
• Review claim information to determine proper next steps for processing against client guidelines/service agreements

Education, Knowledge and Experience Required

• Post-secondary education
• Minimum 1 year administrative experience
• Knowledge of insurance/service industry or related experience preferred
• Strong computer and telephone skills with an aptitude/ability to learn
• Effective communication skills both written and verbal in English and French
• Attention to detail

Environment/Work Conditions

SCM Insurance Services and affiliates welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates throughout the recruitment and assessment process.