Claims Service Representative

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Claims Service Representative based in Canada.

We are seeking a customer-focused and detail-oriented Claims Service Representative to join a growing insurance services team in a fully remote capacity. In this role, you will serve as a first point of contact for policyholders reporting insurance claims, providing prompt, professional, and empathetic assistance. You will be responsible for gathering and documenting initial claim information, assessing immediate needs, and coordinating the appropriate next steps. Working closely with insurance adjusters, external vendors, and internal teams, you will help ensure that claims are handled efficiently and in accordance with established service guidelines. Your ability to communicate effectively, manage sensitive customer interactions, and maintain accurate records will contribute directly to customer satisfaction. This full-time opportunity offers a dynamic work environment, ongoing training, and opportunities for professional development.

Accountabilities:

Handle Initial Claims Notifications: Respond to incoming calls from policyholders reporting insurance claims, providing immediate, personalized, and customer-focused assistance.
Document Claim Information: Collect, review, and accurately record initial loss details, customer information, and relevant activities to ensure complete claim documentation.
Review Call Reports: Verify that calls have been properly completed and ensure that accurate and comprehensive call reports are forwarded to the appropriate teams.
Coordinate Claims Response: Assess incoming claim information and determine, according to established protocols, whether immediate attention from an insurance adjuster is required.
Arrange Adjuster and Vendor Dispatch: Coordinate the assignment and dispatch of insurance adjusters or external service providers when necessary to support timely claim handling.
Provide Internal Support: Respond to inquiries from branch offices and direct requests to the appropriate departments or individuals.
Ensure Service Agreement Compliance: Review claim details and determine the appropriate processing steps in accordance with client guidelines, service agreements, and internal procedures.
Monitor Service Quality: Maintain a database documenting service gaps and operational issues, helping identify recurring problems and potential root causes.
Report Trends and Recommend Improvements: Analyze service-related trends and communicate findings and recommendations to management to support continuous improvement.
Deliver Exceptional Customer Service: Manage customer interactions professionally, respond promptly to requests, address concerns, and help maintain a positive customer experience.
Maintain Operational Accuracy: Ensure that all customer interactions, claim records, and administrative activities are completed accurately and within required timeframes.
Requirements:
Education: Post-secondary education is required.
Professional Experience: At least one year of experience in customer service, administrative support, or a related position.
Industry Knowledge: Previous experience or familiarity with the insurance or service industry is considered an asset.
Customer Service Skills: Strong customer service orientation, with the ability to handle customer inquiries professionally, demonstrate empathy, and respond effectively to different situations.
Communication Skills: Excellent verbal and written communication skills in English, with the ability to explain information clearly and interact confidently with customers and internal stakeholders.
Technical Proficiency: Strong computer and telephone skills, combined with the ability and willingness to learn new systems, databases, and digital tools.
Attention to Detail: Excellent accuracy and organizational skills when collecting information, documenting claims, reviewing reports, and maintaining records.
Problem-Solving and Judgment: Sound decision-making abilities, with the capacity to assess customer needs, manage challenging interactions, and determine appropriate next steps.
Time Management: Strong organizational and time management skills, with the ability to prioritize tasks and manage multiple responsibilities in a fast-paced environment.
Teamwork: Collaborative mindset and a strong commitment to service quality, customer satisfaction, and shared team objectives.
Adaptability: Ability to respond positively to changing priorities, unexpected demands, operational delays, and evolving workplace requirements.
Remote Work Requirements: Access to a reliable high-speed internet connection with minimum download and upload speeds of 50 Mbps.
Schedule Flexibility: Availability to work rotating eight-hour shifts across a seven-day schedule, including mandatory weekends. Shifts will fall between 7:00 a.m. and midnight.
Work Commitment: Availability for a full-time schedule of 37.5 hours per week.
Benefits:
Competitive Salary: Annual compensation ranging from CAD $35,200 to $48,900, depending on professional experience, qualifications, and internal equity.
Remote Work Flexibility: Opportunity to work remotely from anywhere in Canada, supporting greater flexibility and work-life balance.
E-Flex Benefits Program: Access to a flexible employee benefits program designed to support individual needs and well-being.
Wellness Initiatives: Participation in wellness programs and initiatives that promote employee health and overall quality of life.
Retirement Savings: Access to a Registered Retirement Savings Plan (RRSP) with a 2% employer matching contribution.
Training and Development: Access to professional training, continuous learning, and career development opportunities.
Employee Recognition: Participation in recognition programs that celebrate contributions, achievements, and professional performance.
Employee Referral Bonuses: Opportunity to earn additional rewards by referring qualified candidates.
Inclusive Workplace: A supportive working environment that values diversity and provides reasonable accommodations throughout the recruitment and assessment process.