Claims Service Ambassador

Wawanesa Insurance; Winnipeg; Hybrid; CAD 43,000 - 55,000; Full time

Benefits offered by this job

Annual bonus plan

Leave of absence top-up

Generous vacation time

Personal days

Premium free benefits

Pension plan

Job summary

Wawanesa Insurance in Canada is hiring a Claims Service Ambassador to handle a high volume of inbound calls, including first notice of loss (FNOL) for auto and property claims, and to deliver a consistent member experience in a fast-paced call center.

This role offers hybrid work with options for in-office and remote work, plus a competitive benefits package including bonus, vacation, personal days, pension, and leave programs.

Qualifications

• 2-3 years of customer service experience.
• Able to handle large call volumes in a call center.
• Strong typing and accurate data entry.
• Excellent written and spoken communication.
• Proficient in Microsoft Office Suite and MS Teams.

Responsibilities

• Answer inbound queue inquiries and new claims with accuracy and efficiency.
• Provide guidance to members and stakeholders throughout the claims process.
• Ensure timely communication via voice, digital, and written channels.
• Adjust claims within a limited scope.
• Interpret policy wordings and communicate coverage decisions.
• Evaluate information from appraisers, contractors to quantify losses.
• Assess losses to determine liability.
• Coordinate services with vendors and partners.
• Maintain diary system and document activities per procedures.
• Perform other duties as assigned.

Skills

Customer service

Empathy

Communication

Time management

Attention to detail

Typing 40–50 wpm

Microsoft Office

MS Teams

Tools

MS Teams

Microsoft Office

Job description

Work Environment

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: Winnipeg, MB; Wawanesa, MB; Vancouver, BC; Calgary, AB; Edmonton, AB; Lethbridge, AB; Toronto (North York), ON; Kitchener, ON; Ottawa, ON; Moncton, NB; Dartmouth, NS.

Working Business Language

English.

Salary & Benefits

At Wawanesa, salary is one component of a holistic, comprehensive and competitive offering. In addition to salary, full‑time and part‑time permanent employees are eligible for an annual bonus plan, leave of absence top‑up programs, generous vacation time, personal days, premium free benefits, and a pension plan.

The salary offered for this role is estimated to be $43,000 - $55,000. Candidates with salary expectations outside of the range are still encouraged to apply.

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.
• 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.