Bilingual Claims Service Ambassador

Wawanesa Insurance; Montreal; Hybrid; CAD 42,000 - 55,000; Full time

Job summary

A leading insurance provider in Montreal is seeking a Bilingual Claims Service Ambassador. In this role, you will respond to inbound and outbound calls while guiding clients through the claims process. You will need exceptional customer service skills, strong communication abilities, and the capability to handle high call volumes. This position offers a hybrid work environment with flexibility in hours, competitive salary ranging from $42,000 to $55,000, and a commitment to diversity and inclusion. Join a growing team where your contributions are valued.

Benefits

Annual bonus plan

Generous vacation time

Premium free benefits

Pension plan

Qualifications

• 2-3 years of customer service experience required.
• Able to handle large call volumes in a call center environment.
• Detail-oriented with high accuracy in data entry.

Responsibilities

• Provide direction and support to members throughout the claims process.
• Ensure timely communication via voice, digital, and written formats.
• Evaluate information to quantify losses and determine liability.

Skills

Exceptional customer service skills

Bilingualism in French and English

Good investigative and analytical skills

Excellent communication skills

Proficient in Microsoft Office Suite & MS Teams

Job description

Job ID: 9618

Employment Type: Existing Role.

Working Business Language: Bilingual in French and English. This role requires regular interaction with customers in Canada where the business languages utilized are both English and French. As such, the successful candidate must be fully proficient in English and French.

Hours of Work: This role requires flexibility to work a 7.5-hour shift (37.5 hours weekly) within the core hours of 8AM to 7PM EST, Monday through Friday. During the first 5 weeks of training, the shift will be from 8AM to 4PM EST. After training, the shift may be from 12PM-7PM EST, with specific hours determined by business needs and seniority.

Salary: At Wawanesa, salary is only one component of a holistic, comprehensive and competitive offering that we provide to our employees. In addition to salary, full-time and part-time permanent employees are eligible for an annual bonus plan, leave of absence top-up programs and provided with generous vacation time, personal days, premium free benefits and pension plan. The salary offered for this role is determined with consideration to various factors, including but not limited to: your work location, local labour market conditions, external market salary data, internal pay equity and the knowledge, skills, experience and anticipated proficiency in the role. The salary offered is estimated to be: $42,000 - $55,000. Candidates with salary expectations outside of the range are still encouraged to apply.

About Us

At Wawanesa, we offer a hybrid work environment that offers flexibility to our employees in balancing in-office (2 days per week OR 15 hours per week in a Wawanesa office) and remote work. You may work from any of the following locations: Toronto (North York), ON; Kitchener, ON; Ottawa, ON; Montreal, QC; Moncton, NB; Dartmouth; NS.

The Wawanesa Mutual Insurance Company ("Wawanesa Mutual"), founded in 1896, is one of Canada’s largest mutual insurers, with over $3.5 billion in annual revenue and assets of $10 billion (CAD). Wawanesa Mutual, with its National Headquarters in Winnipeg, is the parent company of Wawanesa Life, which provides life insurance products and services throughout Canada, and Western Financial Group, which distributes personal and business insurance across Canada. Wawanesa proudly serves more than 1.7 million members in Canada, and we are home to more than 3,300 employees distributed across the Canadian regions and communities where we operate. We give back to organizations that strengthen communities, donating more than $3.5 million annually to charitable organizations, including over $2 million annually in support of people on the front lines of climate change. We are also proud to be recognized as one of Manitoba’s Top Employers. To learn more visit wawanesa.com.

We are currently looking for dedicated, driven, and enthusiastic individuals who thrive in an environment that welcomes change and are looking for an opportunity for diverse experience and advancement on a growing team.

Job Overview

As a Bilingual Claims Service Ambassador, you would contribute to Wawanesa’s goal of delivering an exceptional and consistent claims experience through responding to inbound and outbound inquiry calls as well as first notice of loss auto and property claims.

Job Responsibilities

• Provide direction and support to our members and stakeholders throughout the claims process, by providing exceptional service delivered with empathy.
• Ensure timely and proactive communication, through voice to voice, digital and written correspondence, ensuring that all inquiries are effectively dealt with in a timely and professional manner.
• Within a limited scope, adjust claim in a proactive manner.
• Within a limited scope, interpret policy wordings, determine policy coverage, and communicate coverage decisions to members.
• Evaluate relevant information from sources such as appraisers, third party adjusters, contractors, and repair facilities to quantify losses.
• Within a limited scope, evaluate losses to determine liability.
• Coordinate services with vendors such as: appraisers, rental companies, repair facilities and other business partners inside and outside the organization.
• Maintain an effective and current diary system and document claim file activities in accordance with established procedures.
• Perform other duties as assigned.

Qualifications

• Exceptional customer service skills demonstrating empathy and concern for member satisfaction.
• 2-3 years of customer service experience.
• Bilingualism in French and English.
• Able to handle large call volumes on a daily basis, within a call center environment.
• Good investigative and analytical skills. Detail oriented with a high degree of accuracy regarding data entry.
• Excellent communication skills; listening, written, and spoken.
• Good time management and organizational skills with the ability to prioritize and multi-task in a fast paced, changing environment.
• Proficient in Microsoft Office Suite & MS Teams.

Diversity Equity, Inclusion & Belonging

At Wawanesa, we are committed to Diversity, Equity, Inclusion and Belonging (DEIB) and believe that our strength lies in the diversity of our people – this is supported by having a representative workforce.

We welcome applications from all qualified candidates, including racialized persons, women, Indigenous Peoples, persons with disabilities, members of the 2SLGBTQIA+ community, gender-diverse and neurodiverse individuals, and anyone who can contribute to the further diversification of thought and ideas.

We aim to ensure our recruitment process is accessible to all candidates. If you require accommodations during any stage of the recruitment process, please reach out in confidence to [e-mail].

All Wawanesa job applicants are subject to Wawanesa's Privacy Policy.

Please note that this position may involve the use of AI tools to screen, assess, or select applicants. All final decisions are taken or reviewed by human recruiters and human hiring leaders in compliance with all applicable legislation.