Bilingual Claims Administrator

Foresters Financial; Toronto; Hybrid; CAD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a Bilingual Claims Administrator to provide exceptional service in managing Death and Living benefit claims. This role emphasizes customer satisfaction, requiring proficiency in both French and English, along with a strong focus on problem-solving and attention to detail. The successful candidate will thrive in a fast-paced environment, engaging with claimants and ensuring compliance with company standards. Join a forward-thinking team that values diversity and inclusion, offering a supportive atmosphere for continuous learning and growth.

Qualifications

• 3-5 years of customer service experience with a focus on service excellence.
• Must be fully bilingual in French and English; Spanish is a plus.
• Strong multitasking and organizational skills required.

Responsibilities

• Provide excellent customer service for Death and Living benefit claims.
• Manage claim notifications and ensure accurate setup for adjudication.
• Engage in project work prioritizing customer excellence.

Skills

Bilingual (French and English)

Customer Service

Problem-solving

Time Management

Attention to Detail

Effective Communication

Education

Post-secondary diploma

LOMA 281 and 291 courses

Tools

Microsoft Word

Microsoft Excel

Job description

Career Opportunity

Role Title: Bilingual Claims Administrator

Purpose of role: The Bilingual Claims Administrator is accountable for providing excellent customer service and performing administrative duties for Death and Living benefit claims. They are responsible for initiating claims, accurately answering claims inquiries, and providing administrative support to our Claimants and Adjudicators. The Bilingual Claims Administrator must be fully bilingual in both French and English, in written and oral communication.

Job Description

Key Responsibilities:

1. Answer inbound calls related to new and ongoing claims from claimants, members, producers, funeral homes, and others. Phone support is required and scheduled.
2. Provide courteous, prompt, and accurate service to claimants reporting death or living benefits claims.
3. Proficiently determine caller needs and provide accurate, timely resolutions, ensuring all requirements are met to avoid delays.
4. Manage the claim notification process, including transacting in various systems, maintaining the claims register, sending out requirements, and following up on outstanding items.
5. Process administrative transactions and ensure claims are accurately set up for adjudication, understanding various back-office systems.
6. Manage the claims general email inbox daily.
7. Display high energy, passion, and a positive attitude.
8. Meet tight timelines under pressure while maintaining quality service.
9. Take ownership of results, share work experiences, and accept personal accountability.
10. Continuously learn about customer needs, priorities, and expectations.
11. Resolve customer concerns with ownership and responsibility in every interaction.
12. Be flexible, embrace change, and commit to continuous learning.
13. Support organizational and team priorities.
14. Demonstrate leadership, model customer service values, and drive quality and process improvements.
15. Engage in entry-level project and analysis work, prioritizing customer excellence and meeting service standards.
16. Communicate clearly and accurately, ensuring compliance with legal, privacy, confidentiality, and company standards.
17. Perform calculations and ensure activities comply with internal standards.
18. Assist team members to meet objectives.
19. Create ad hoc reports and correspondence for members, producers, and external partners.
20. Verify and match benefit cheques for mailing to claimants.
21. Achieve service level agreements, productivity, and quality standards.
22. Handle customer complaints as per company guidelines.
23. Adhere to privacy and compliance guidelines.

Key Qualifications

• Post-secondary diploma in a related field or equivalent experience.
• 3-5 years of customer service experience, with a passion for service excellence (asset).
• Must be fully bilingual in French and English, both written and oral; Spanish is an asset.
• Self-starter with ability to prioritize, research, problem-solve, and make decisions independently and collaboratively.
• Accurate keyboarding skills, proficient in Word and Excel.
• Effective verbal and written communication skills.
• Understanding of insurance products, services, systems, and regulations, with the ability to recognize discrepancies.
• Results-oriented with attention to detail and understanding of short- and long-term impacts.
• Strong multitasking, time management, and organizational skills.
• Strong reasoning, judgment, and creative problem-solving skills.
• Mathematical skills for benefits calculation, taxation, and reinsurance.
• LOMA 281 and 291 courses are assets.
• Post-secondary education or related work experience (minimum 1 year).

#LI-Hybrid

• The role requires working hours from 9:00 a.m. to 5:00 p.m., Monday to Friday.
• Flexibility for periodic weekend shifts and statutory holidays may be required.

Equal Opportunity Employment and Inclusion: At Foresters Financial, we are committed to an inclusive environment for all applicants. We promote Inclusion, Diversity, and Equity (IDE) as core objectives to build strong, authentic teams.

If accommodations are needed during the recruitment process, please email [e-mail] in advance.

Thank you for choosing Foresters. Only candidates selected for further consideration will be contacted.