In-office Bilingual Claims Service Representative, Full-Time (Mississauga, ON)

SCM Insurance Services•Mississauga, ON

3d•Onsite

About The Position

We have an existing opportunity to add a Bilingual Claims Service Representative to our team! You will work in our Mississauga office providing 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. This role requires the flexibility to be available between the hours of 8AM to 8PM Monday through Friday for 7.5 hour shifts. This is a full-time opportunity, and will require 37.5 hours of work per week. Only candidates fully bilingual in French and English will be considered.

Requirements

Post secondary education is required
Minimum of 1 year of customer service or administrative experience is required
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

Nice To Haves

Knowledge of insurance/service industry or related experience preferred
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

Responsibilities

Review call report and ensure call has terminated properly, then 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 appropriate area
Maintain data base 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