Bilingual Claims Support Specialist

Seeking Bilingual Claims Support Specialists to support a high-profile claim processing initiative, reporting directly to the Senior Manager of Advisory. Independent contractors in this role will work both autonomously and collaboratively within a fast-paced, structured team environment to ensure accurate, timely, and efficient claims processing, while also responding to claimant inquiries with empathy, professionalism, and a commitment to service excellence.This position blends technical expertise with emotional intelligence, requiring professionals who can manage sensitive inquiries, process documentation with precision, and engage empathetically with claimants who may face barriers due to trauma, mental health challenges, or poverty. While the nature of the work is emotionally charged, it is also mission-driven, time-sensitive, and results-oriented.Successful candidates will demonstrate strong communication, adaptability, and integrity, balancing empathy with efficiency to deliver high-quality claim resolutions. This is an opportunity to create meaningful impact while maintaining professionalism, discretion, and accountability in all interactions.Note to Applicants: This role will require the review of materials of a highly sensitive nature, that may include descriptions of physical and sexual abuse, racism, self-harm, and other triggering materials. Applicants are encouraged to consider whether such topics will be significantly distressing or upsetting for them In this role you will work full time on a 3 month assignment, earning a pay rate of $23.00 per hour, and work in support of our client's Toronto ON office. Advantages• Work for a top-tier professional organization • Earn a competitive wage of $23 per hour• Hybrid - onsite at our Toronto office for a minimum of three days per week, complemented by two days of remote work • Work full-time business hours• 3 month contract with possibility of extensionResponsibilitiesRole DeliverablesCall CentreResponsibilities: Respond to incoming calls with empathy, professionalism, and discretion. Provide accurate information about the claims process while strictly adhering to confidentialityprotocols. Escalate high-risk or complex cases to appropriate internal channels as needed. Maintain detailed and objective call notes in the system for documentation and audit purposes.Expectations: Emotional resilience in managing difficult conversations, potentially involving traumatic events. Maintain composure, neutrality, and supportive tone at all times. Ability to navigate the conversation to quickly provide an answer/resolution for the call. Adhere to scripting guidelines without sounding robotic—balancing compliance with a humantouch. Attending regular debriefings and mental wellness check-ins.Support TicketsResponsibilities: Triage, assign, and resolve client or internal inquiries submitted via ticketing systems. Identify sensitive cases that may require escalation or prioritization. Ensure timely, respectful, and comprehensive responses are logged and tracked.Expectations: Demonstrate discretion and thoughtfulness in written communication. Flag concerning trends or repeated issues to leadership for proactive intervention. Maintain accurate records and follow up on unresolved tickets within set timelines. Attending regular debriefings and mental wellness check-ins.Claims Coding and Claims Quality ChecksResponsibilities: Code claim details based on policy documentation, accurately capturing sensitive or traumaticdescriptions without alteration or bias. Conduct quality assurance checks to ensure completeness, accuracy, and compliance with internaland regulatory standards. Identify inconsistencies or red flags and raise them for investigation or review.Expectations: Display strong attention to detail and maintain zero tolerance for errors or assumptions. Handle potentially distressing content with professionalism and without personal judgment. Contribute to continuous improvement by providing feedback on coding inconsistencies orprocess gaps. Maintain psychological safety by taking breaks and utilizing support resources as needed. Attending regular debriefings and mental wellness check-insQualificationsEducation/Work ExperienceMust be fluent in communicate with French/ English speaking clients located outside Quebec on a regular basis 1+ year of experience communicating with clients / patients / or stakeholders over the phone Experience in data entry Ability to speak an Indigenous language (i.e., Cree languages, Inuktitut, Ojibway etc.) isconsidered an asset Knowledge of Indigenous culture is an assetTechnical Skills Proficiency in Microsoft Office suite including Outlook, Word.SummaryIf you are interested in the Bilingual Claim Support Specialists position in Toronto, apply online todayRandstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.