In-office Bilingual Claims Service Representative, Full-Time

Role Summary

Provide front-line quality customer services and fulfill an important role in the claims creation process for new claim reports received via email, fax, and telephone. Perform claims triage on new losses by engaging designated resources, claim units, and/or protocols to respond to defined categories of high-profile, complex claims nationally. Take part of a phone queue primarily receiving inbound calls, though some outbound call follow up is required. All calls require documentation and data entry for claims creation and follow up.

This role requires the flexibility to be available between the hours of
8AM to 8PM
Monday through Friday for 7.5 hour shifts.

Competencies required to succeed

• Professional demeanor and strong customer service skills
• Superior communication skills both written and verbal
• Strong organizational skills with an ability to re-prioritize tasks and manage time effectively
• Team player and excellent interpersonal skills with ability to interact with all individuals in all levels within the organization
• Ability to work well under pressure and maintain composure in a fast paced and changing environment
• Reliable and punctual
• Ability to work independently with minimum supervision
• Ability to use good judgment and hit the ground running
• Previous insurance experience is a definite asset as are CIP courses or a willingness to take
• CIP courses through the Insurance Institute

Responsibilities

• Field and enter new claims reports received through a variety of methods, such as email, telephone, and fax.
• Triage new claim notices and report, as applicable, to all layers or as specifically instructed by the Claims Advocate. Reporting in line with service level agreement.
• Identify type of loss and coordinate response to defined categories of loss events across all lines of business.
• As applicable, manage and distribute incoming email communication from seven zonal email boxes.
• Identify the immediate needs and requirements of incoming new losses. – is it immediate and high priority.
• Provide training/mentoring and technical expertise to the internal organization and business partners for succession planning purposes.
• Provide administrative support and assistance when required.
• Generate ad-hoc statistical reports as required.
• Support process improvements and share these with management.
• Follow up with external insurers/adjusters regarding claim number and reserves

Education, knowledge and experience required

• Post-secondary education
• Insurance industry experience/exposure preferred
• Minimum
  1 year of experience in a customer service/support role
  required
• Previous experience working in a call center environment or on a queue preferred
• Exceptional MS Office skills (Outlook, Word, Excel, PowerPoint)
• Strong computer skills with an aptitude/ability to learn new software/databases
• Bilingual in English and French is required

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.

Unsolicited Outreach Statement – Recruitment Agencies

SCM Insurance Services (SCM) and its affiliated companies will not accept unsolicited resume submittals from third- party recruiters and hereby request agencies to not contact SCM employees or managers directly to present candidates. Be advised SCM will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume and will consider any unsolicited resumes forwarded public information. SCM welcomes resumes submitted directly from candidates.