Original 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.
Apply today and become part of the DSB Claims Solutions team!
More about this job
Responsibilities
Handle inbound inquiries in English and French, complete First Notice of Loss intake, and gather, verify, and document claim details. Process restoration service requests, follow client workflows and escalation procedures, protect sensitive information, and collaborate to provide timely, empathetic service.
Requirements
Strong spoken and written English and French communication skills, attention to detail, organization, and the ability to use multiple computer applications are required. Customer service, contact centre, insurance, or claims experience is an asset; candidates should be empathetic, adaptable, reliable, and able to work independently and collaboratively.
Skills
- English-French Bilingual Communication
- Customer Service
- Claims Intake
- First Notice of Loss (FNOL)
- Information Gathering and Verification
- Accurate Documentation
- Attention to Detail
- Organization
- Empathy
- Active Listening
- Confidentiality
- Problem Solving
- Workflow Compliance
- Escalation Handling
- Team Collaboration
Visa sponsorship
Not detected in the job text
Categories
- Customer Service & Support
- Administrative
Keywords
- Insurance Claims
- Claims Intake
- First Notice of Loss (FNOL)
- Restoration Service Requests
- Contact Centre Operations
- Inbound Calls
- Customer Service
- English-French Bilingual
- Claim Documentation
- Information Verification
- Internal Systems
- Partner Systems
- Client-Specific Workflows
- Escalation Protocols
- Service Standards
- Confidentiality
- Sensitive Customer Information
