Claims Support Specialist (Bilingual English/French)

Location: Toronto, ON

Work Model: Hybrid (3 days per week in office)

Duration: 3-Month Contract

Rate: CAD $22 - $25/hour

We are seeking a Bilingual Claims Support Specialist (English/French) to support a high-profile claims administration program. This role combines call center support, claims administration, customer service, mailroom operations, document management, and data entry responsibilities.

The successful candidate will provide professional, empathetic, and confidential support to claimants while ensuring claims-related communications and documentation are processed accurately and efficiently. This position requires strong communication skills in both English and French, attention to detail, and the ability to work with sensitive and confidential information.

Key Responsibilities

Claims & Client Support

• Respond to claimant inquiries via phone, email, fax, and mail in both English and French.
• Assist claimants with questions regarding claim status, eligibility, required documentation, and claims processes.
• Conduct outbound calls to obtain additional information and support documentation.
• Document claimant interactions accurately in CRM and case management systems.
• Provide professional and empathetic support to individuals who may be experiencing emotional distress.

Administrative Support

• Manage incoming and outgoing correspondence, support tickets, and claims-related communications.
• Enter, review, and verify information in databases, spreadsheets, and CRM systems.
• Scan, file, organize, and securely maintain confidential records and documentation.
• Ensure compliance with privacy policies, service standards, and confidentiality requirements.
• Support process improvement initiatives and operational excellence.

Mailroom Operations

• Receive, sort, log, scan, distribute, and track incoming and outgoing mail.
• Prepare outbound correspondence and claim-related documentation.
• Maintain organized physical and electronic filing systems.
• Support records management, document retrieval, storage, and archiving activities.

Support Ticket Management

• Triage, assign, and resolve inquiries submitted through ticketing systems.
• Escalate urgent, sensitive, or high-priority matters as required.
• Monitor recurring issues and recommend process improvements.

Claims Quality Assurance

• Review and code claims information according to established procedures.
• Perform quality reviews to ensure accuracy, completeness, and compliance.
• Identify inconsistencies, deficiencies, or risks requiring further investigation.
• Maintain objectivity and confidentiality when handling sensitive information.

Qualifications Required

• Fluent in English and French (written and spoken).
• Minimum 1 year of experience in customer service, call center operations, claims administration, administrative support, or a related field.
• Experience with data entry, document processing, and records management.
• Proficiency in Microsoft Outlook, Word, and Excel.
• Strong organizational, communication, and interpersonal skills.
• Ability to manage multiple priorities in a fast-paced environment.
• High level of professionalism, confidentiality, and attention to detail.
• Experience with CRM systems, databases, ticketing systems, or case management platforms.
• Experience using VOIP phone systems.
• Mailroom or records management experience.
• Typing speed of 50+ WPM with high accuracy.
• Experience working with sensitive or trauma-informed subject matter.
• Knowledge of Indigenous cultures and communities.
• Ability to speak an Indigenous language is considered an asset.