Bilingual Claims Service Ambassador (Future Opportunities)

Wawanesa Insurance; Montreal (administrative region); Hybrid; CAD 43,000 - 55,000; Full time

Benefits offered by this job

Bonus plan

Generous vacation

Personal days

Pension plan

Job summary

Wawanesa Insurance in Canada is seeking a Claims Service Ambassador to handle a high volume of inbound calls, including first notice of loss for auto and property claims, in a bilingual environment.

You will deliver empathetic service, interpret policy details, and coordinate with appraisers, vendors and internal teams to ensure timely, accurate claim handling while maintaining a detailed diary and professional communications.

Qualifications

• 2-3 years of customer service experience.
• Fully proficient in English and French.
• Able to handle high call volumes in a call center.
• Strong problem-solving and analytical abilities.
• Accurate data entry and attention to detail.

Responsibilities

• Handle high volume inbound calls and FNOL for auto and property claims.
• Provide empathetic guidance to members and stakeholders through the claims process.
• Communicate via voice, digital, and written channels in a timely, professional manner.
• Coordinate with vendors and internal partners to support claim resolution.
• Maintain diary system and document claim activities per procedures.
• Perform other duties as assigned.

Skills

Customer service

Bilingual (English & French)

Communication skills

Time management

Tools

Microsoft Office

MS Teams

Job description

Job ID: 9704

Employment Type: For Future Consideration. We are always interested in connecting with qualified candidates for our Claims Service Ambassador Department. This requisition is designed to connect with talent for future opportunities.

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.

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 within the following range: $43,000- $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: Ottawa, ON; Montreal, QC; Moncton, NB; Dartmouth, NS; Edmonton, AB; Calgary, AB; Vancouver, BC; Winnipeg, MB. 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 Claims Service Ambassador, you would contribute to Wawanesa’s goal of delivering an exceptional and consistent claims experience within a fast‑paced call center environment by handling a high volume of inbound calls, including first notice of loss (FNOL) for auto and property claims.

Job Responsibilities

• Answer inbound queue inquiries and new claims while applying commitment to accuracy, efficiency and knowledge to deliver a consistent and positive member experience.
• 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.
• Typing proficiency of 40–50 words per minute with a high level of accuracy while handling customer interactions.
• 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 the recruitment process for 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.