Claims Service Representative, Full-time, Remote

2 weeks ago

Mississauga, Ontario, Canada ClaimsPro LP Full time

Company:
ClaimsPro LP

Claims Service Representative, Full-Time, Remote, (Ontario, Canada)

Role Summary


The key focus of this position is to provide immediate and customer-focused assistance to policy holders who are reporting insurance claims.

The CSR must document initial loss details and activities to ensure that the caller's experience timely and service-oriented disposition of calls.


  • Please note that the hours of work are operationally dependent and based on a rotating schedule Monday to Saturday.
  • Shifts will be rotating primarily between 8am8pm
  • In-Office training for 2 weeks in the Mississauga Office.
Competencies required to succeed


This role requires someone with high attention to details and enjoys doing things in a systematic way, while at the same time able to effectively deal with a high-pressure work environment and meeting deadlines.


He/she must:

  • Be action/results oriented, with ability to take initiative
  • Possess strong written and verbal communication skills
  • Have mature and friendly disposition in dealing with pressures at work
  • 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
  • Have intermediate computer skills and ability to learn new computer system
  • Professional demeanor and strong customer service & interpersonal 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;
  • Excellent organizational skills / ability to prioritize / to follow instructions as well as take responsibility for their actions
  • Able to work in fast paced, evolving environment

Responsibilities:

  • Sign into phone queue and answer calls in accordance with client call scripts
  • Ensure claims are setup up accurately as per account instructions
  • Ensure claims are fully assigned within target timeframe
  • Review ECS call report and ensure call has terminated properly and forward accurate and complete call reports as required
  • Triage property loss in accordance with severity scale
  • Arrange for contractor and vendor assignments
  • Arrange for the dispatch of field adjusters or vendor partners when required
  • Maintain database of service lapses reference for root cause, report trends and make recommendations to Management
  • Complete daily invoicing of client specific invoices
  • Achieve and maintain established service level metrics
  • Other duties as assigned
Education, knowledge and experience required

  • Postsecondary education
  • Minimum 3 years previous experience in an administrative/customer service role
  • 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
  • French is an asset
Unsolicited Outreach Statement - Recruitment Agencies

SCM Insurance Services (SCM) and its affiliated companies will not accept unsolicited resume submittals from third

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