Claims Triage Specialist, Full-Time *In Office* (Mississauga, ON)

SCM; Mississauga; On-site; CAD 30,000 - 60,000; Full time

Job summary

A leading insurance firm located in Mississauga, ON is hiring a Claims Triage Specialist for a full-time in-office role. The position involves providing exceptional customer service, handling claims reports, and coordinating responses to various loss events. Ideal candidates will have a minimum of three years in a customer support role and strong organizational skills. Experience in the insurance industry is preferred. The role requires flexibility to work Monday through Friday, from 8 AM to 8 PM.

Qualifications

• Minimum 3 years’ experience in customer service/support role is required.
• Experience in a call center environment or on a queue is preferred.
• Bilingual in English and French is an asset.

Responsibilities

• Field and enter new claims reports received through various methods.
• Triage new claim notices and report to Claims Advocate.
• Identify immediate needs and requirements of incoming new losses.
• Provide training and administrative support when required.
• Follow up with external insurers/adjusters regarding claims.

Skills

Customer service skills

Communication skills

Organizational skills

Interpersonal skills

Ability to work under pressure

Reliability and punctuality

Judgment

Insurance knowledge

Education

Post-secondary education

Tools

MS Office (Outlook, Word, Excel, PowerPoint)

Job description

Company:

ClaimsPro LPClaims Triage Specialist, Full-Time **In Office** (Mississauga, ON)

Role Summary

Provide front-line quality customer services and fulfill an important role in the claims creation process for new claim reports received via email, fax, and telephone. Perform claims triage on new losses by engaging designated resources, claim units, and/or protocols to respond to defined categories of high-profile, complex claims nationally. Take part of a phone queue primarily receiving inbound calls, though some outbound call follow up is required. All calls require documentation and data entry for claims creation and follow up.

This role requires the flexibility to be available between the hours of 8AM to 8PM Monday through Friday. This position is in office and will not be remote.

Competencies required to succeed

• Professional demeanour and strong customer service skills
• Superior communication skills both written and verbal
• Strong organizational skills with an ability to re-prioritize tasks and manage time effectively
• Team player and excellent interpersonal skills with ability to interact with all individuals in all levels within the organization
• Ability to work well under pressure and maintain composure in a fast paced and changing environment
• Reliable and punctual
• Ability to work independently with minimum supervision
• Ability to use good judgment and hit the ground running
• Previous insurance experience is a definite asset as are CIP courses or a willingness to take
• CIP courses through the Insurance Institute

Responsibilities

• Field and enter new claims reports received through a variety of methods, such as email, telephone, and fax.
• Triage new claim notices and report, as applicable, to all layers or as specifically instructed by the Claims Advocate. Reporting in line with service level agreement.
• Identify type of loss and coordinate response to defined categories of loss events across all lines of business.
• As applicable, manage and distribute incoming email communication from seven zonal email boxes.
• Identify the immediate needs and requirements of incoming new losses. – is it immediate and high priority.
• Provide training/mentoring and technical expertise to the internal organization and business partners for succession planning purposes.
• Provide administrative support and assistance when required.
• Generate ad-hoc statistical reports as required.
• Support process improvements and share these with management.
• Follow up with external insurers/adjusters regarding claim number and reserves

Education, knowledge and experience required

• Post‑secondary education
• Insurance industry experience/exposure preferred
• Minimum 3 years’ experience in a customer service/support role required
• Previous experience working in a call center environment or on a queue preferred
• Exceptional MS Office skills (Outlook, Word, Excel, PowerPoint)
• Strong computer skills with an aptitude/ability to learn new software/databases
• Bilingual in English and French an asset.

SCM Insurance Services and affiliates welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates throughout the recruitment and assessment process.

Unsolicited Outreach Statement – Recruitment Agencies

SCM Insurance Services (SCM) and its affiliated companies will not accept unsolicited resume submittals from third‑party recruiters and hereby request agencies to not contact SCM employees or managers directly to present candidates. Be advised SCM will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume and will consider any unsolicited resumes forwarded public information. SCM welcomes resumes submitted directly from candidates.