Bilingual Claims Intake Representative

DSB Claims; Ottawa; On-site; CAD 38,000 - 54,000; Full time

Job summary

DSB Claims Solutions in Ottawa, Ontario seeks a Bilingual Claims Intake Representative (English/French) to be the first point of contact for policyholders, brokers and partners, handling FNOL intake and information gathering. The role supports both full-time and part-time schedules, offering training on intake procedures and client-specific workflows, with emphasis on empathy and accurate data entry.

Candidates should be bilingual, customer-focused, and able to work in a fast-paced environment,

Qualifications

• Fluent in English and French with strong written and verbal communication.
• Experience in customer service, contact centre operations, insurance or claims administration is an asset.
• Strong attention to detail and organizational skills.

Responsibilities

• Respond professionally to inbound calls and inquiries in English and French.
• Complete First Notice of Loss (FNOL) intake for various insurance claims.
• Gather, verify and accurately document claim information.
• Create and process restoration service requests in accordance with established procedures.
• Enter information into internal and partner systems, ensuring accuracy and completeness.
• Follow client-specific workflows, escalation protocols and service standards.
• Demonstrate empathy, patience and reassurance when assisting customers experiencing stressful situations.
• Collaborate with team members and leadership to ensure timely and effective service delivery.
• Maintain confidentiality and handle sensitive customer information responsibly.

Skills

Bilingual English/French communication

Job description

Bilingual Claims Intake Representative (English/French)
DSB Claims Solutions | Ottawa, Ontario

About the Opportunity

DSB Claims Solutions is expanding its contact centre operations, and we're looking for compassionate, detail-oriented Bilingual Claims Intake Representatives to join our growing team.

As the first point of contact for policyholders, brokers and business partners, you'll play an important role in helping individuals navigate the initial stages of an insurance claim.

We are recruiting for both full-time and part-time opportunities.

Key Responsibilities

• Respond professionally to inbound calls and inquiries in English and French.
• Complete First Notice of Loss (FNOL) intake for various insurance claims.
• Gather, verify and accurately document claim information.
• Create and process restoration service requests in accordance with established procedures.
• Enter information into internal and partner systems, ensuring accuracy and completeness.
• Follow client-specific workflows, escalation protocols and service standards.
• Demonstrate empathy, patience and reassurance when assisting customers experiencing stressful situations.
• Collaborate with team members and leadership to ensure timely and effective service delivery.
• Maintain confidentiality and handle sensitive customer information responsibly.

Qualifications

• Strong verbal and written communication skills in English and French are required.
• Previous experience in customer service, contact centre operations, insurance or claims administration is an asset.
• Strong attention to detail and organizational skills.
• Ability to navigate multiple computer applications and accurately document information.
• Professional, empathetic and solution-oriented approach to customer interactions.
• Ability to work independently and collaboratively in a fast-paced environment.
• Willingness to learn new systems, procedures and client-specific requirements.

What We're Looking For

We're seeking individuals who understand that exceptional customer service begins with listening.

You don't need to be an insurance expert to succeed in this role. We value a positive attitude, reliability, adaptability and a genuine commitment to helping others.

Training on our claims intake procedures and operational systems will be provided.

Join Our Team

If you're bilingual, customer-focused and interested in growing your experience within Canada's insurance services industry, we'd love to hear from you.