Bilingual Claims Service Representative

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.

Requirements

• 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 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

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.