Bilingual (French) Claims Administrator

Accountabilities

You will oversee the initial administration and coordination of death and living benefit claims, ensuring that claimants receive prompt, accurate, and professional assistance. Through effective communication, careful documentation, and collaboration with internal stakeholders, you will help maintain efficient claims operations and deliver a positive customer experience.

Answer incoming calls regarding new claims and claim status inquiries from claimants, members, insurance representatives, funeral homes, and other stakeholders.

Provide courteous, responsive, and accurate assistance to individuals reporting a death or submitting a living benefit claim.

Assess callers' needs, provide appropriate information, and resolve inquiries efficiently while ensuring all required documentation and conditions are met.

Manage the claim notification process, including entering information into internal systems, maintaining claims registers, sending documentation requests, and following up on outstanding requirements.

Process administrative transactions and ensure claims are accurately established and prepared for adjudication review.

Navigate various back-office systems to complete the necessary claim-related transactions and administrative activities.

Monitor and manage the general claims email inbox, ensuring timely responses and appropriate follow-up.

Prepare correspondence, reports, and other documentation for members, insurance representatives, and external partners.

Receive, verify, and match benefit cheques before coordinating their mailing to claimants.

Perform required calculations and ensure all claims activities comply with internal procedures and applicable requirements.

Handle customer complaints in accordance with established guidelines and take ownership of resolving concerns.

Maintain clear, accurate, and appropriate communication while protecting confidential information and complying with privacy and legal standards.

Meet established service-level agreements, productivity targets, and quality standards while managing competing priorities and tight deadlines.

Collaborate with colleagues to support team objectives, share knowledge, and contribute to continuous process improvement.

Support operational projects and basic analytical activities while prioritizing customer satisfaction, quality, and service delivery.

Demonstrate adaptability, accountability, and a positive approach to change, continuous learning, and professional development.

Requirements:

The ideal candidate is a customer-focused administrative professional with strong communication skills in both French and English, excellent attention to detail, and the ability to manage sensitive information. You should be comfortable handling multiple requests, navigating administrative systems, and making sound decisions in a fast-paced environment.

Post-secondary diploma in a related field or equivalent professional experience.

Approximately 3–5 years of customer service experience, preferably in a role focused on service excellence.

Full professional fluency in French and English, both written and spoken.

Strong verbal and written communication skills for interacting effectively with internal teams, customers, external partners, and service providers.

Ability to work independently, prioritize responsibilities, investigate issues, and make sound decisions while contributing effectively to a collaborative team.

Accurate keyboarding skills and good working knowledge of Microsoft Word and Excel.

Understanding of insurance products, services, systems, and regulatory requirements, with the ability to identify discrepancies and inconsistencies.

Strong analytical thinking, reasoning, and problem-solving abilities.

Excellent attention to detail and a results-oriented approach, particularly when handling financial and claims-related information.

Effective time management and multitasking skills, with the flexibility to adapt to changing priorities and operational demands.

Strong organizational skills and the ability to monitor, track, and manage information accurately.

Ability to learn and use new technologies and administrative systems efficiently.

Sound judgment when balancing customer commitments, financial considerations, accuracy, and service quality.

Basic mathematical skills to perform benefit, taxation, and reinsurance calculations.

LOMA 281 and 291 coursework or equivalent insurance-related training is considered an asset.

Previous experience in insurance claims administration or a related field is an advantage.

Additional Working Conditions:

Standard working hours are between 9:00 a.m. and 6:00 p.m., Monday to Friday, with shifts assigned on a rotational basis.

Flexibility to work occasional weekends and statutory holidays may be required depending on customer demand and business needs.

Benefits:

Annual base salary ranging from $50,000 to $70,000 CAD.

Eligibility for a discretionary variable incentive plan, based on individual and organizational performance.

Full-time employment opportunity.

Opportunity to develop expertise in insurance claims administration and benefit processing.

Collaborative team environment with opportunities for continuous learning and professional development.

Inclusive workplace committed to equal employment opportunities and diversity.

Accessibility accommodations available throughout the recruitment process.