Original job description
Seeking Bilingual Claims Support Specialists to support a high-profile claim processing initiative, reporting directly to the Senior Manager of Advisory. Independent contractors in this role will work both autonomously and collaboratively within a fast-paced, structured team environment to ensure accurate, timely, and efficient claims processing, while also responding to claimant inquiries with empathy, professionalism, and a commitment to service excellence.
This position blends technical expertise with emotional intelligence, requiring professionals who can manage sensitive inquiries, process documentation with precision, and engage empathetically with claimants who may face barriers due to trauma, mental health challenges, or poverty. While the nature of the work is emotionally charged, it is also mission-driven, time-sensitive, and results-oriented.
Successful candidates will demonstrate strong communication, adaptability, and integrity, balancing empathy with efficiency to deliver high-quality claim resolutions. This is an opportunity to create meaningful impact while maintaining professionalism, discretion, and accountability in all interactions.
Note to Applicants: This role will require the review of materials of a highly sensitive nature, that may include descriptions of physical and sexual abuse, racism, self-harm, and other triggering materials. Applicants are encouraged to consider whether such topics will be significantly distressing or upsetting for them
In this role you will work full time on a 3 month assignment, earning a pay rate of $23.00 per hour, and work in support of our client's Toronto ON office.
Advantages
- Contract Duration: 3-month renewable contract
- Salary: $23 per hour
- Location: Toronto, Ontario
- Work Mode: Hybrid (minimum 3 days in-office, 2 days remote)
- Schedule: Full-time (standard office hours)
Responsibilities
Role Deliverables
Primary Administrative Duties
Responsibilities
Manage incoming and outgoing mail, email, fax, telephone communications, support tickets, and
claims-related correspondence.
Ensure communications are processed promptly, accurately, and directed appropriately.
Enter, review, and verify data from electronic and paper forms.
Maintain accurate and confidential claimant information in CRM systems, spreadsheets,
databases, and other case management tools.
Scan, file, organize, and securely store sensitive documentation and records.
Maintain physical and electronic filing systems to support efficient retrieval and audit
requirements.
Support operational excellence by identifying areas for process improvement and recommending
enhancements to client service delivery practices and workflows.
Ensure all work is completed in accordance with established service levels, quality standards, and
confidentiality requirements.
Claimant Support & Communication
Responsibilities
Answer claimant and representative inquiries in a professional, respectful, and empathetic
manner.
Assist with questions regarding claim status, eligibility, required documentation, and claims
processes.
Conduct outbound calls and follow-up activities to obtain documentation, confirmations, or
additional information required to process claims.
Prepare and distribute communications related to claim status, decisions, and next steps.
Communicate with claimants and representatives through telephone, email, fax, and mail
channels.
Work effectively with individuals who may be experiencing emotional distress, frustration, or the
effects of trauma.
Document claimant interactions accurately and maintain detailed records within applicable
systems.
Mail Room Support
Responsibilities
Receive, sort, log, scan, distribute, and track incoming and outgoing mail.
Prepare outbound correspondence and claim-related documentation.
Coordinate document tracking and ensure secure handling of confidential materials.
Maintain organized physical and electronic filing systems.
Support records management, archiving, document retrieval, and storage activities.
Ensure mailroom functions are completed within established timelines and service standards.
Expectations
Maintain a high degree of accuracy and confidentiality.
Adhere to privacy, records management, and document retention requirements.
Demonstrate strong organizational and time management skills.
Support collaborative in-office operations and administrative functions.
Bilingual Call Centre Support
Responsibilities
Respond to incoming calls and inquiries in both English and French with professionalism,
empathy, and discretion.
Assist claimants and representatives with questions regarding claims, claim status, supporting
documentation, eligibility requirements, and program processes.
Provide accurate information while adhering to confidentiality, privacy, and program guidelines.
Conduct outbound calls to obtain documentation, clarify information, and follow up on
outstanding claim requirements.
Communicate with claimants and representatives through multiple channels, including
telephone, email, fax, and mail.
Escalate high-risk, complex, urgent, or sensitive matters through appropriate internal channels as
required.
Accurately document all interactions, call notes, and activities within CRM systems, case
management platforms, and other applicable databases.
Maintain detailed and objective records to support reporting, quality assurance, compliance, and
audit requirements.
Support individuals who may be experiencing emotional distress, agitation, frustration, or the
effects of trauma while maintaining professionalism and empathy.
Participate in outbound communication campaigns and claimant follow-up activities as required.
Identify recurring issues, service gaps, and opportunities for process improvements and
communicate recommendations to leadership.
Contribute ideas and recommendations that help build a strong client service delivery structure
grounded in best practices.
Expectations
Demonstrate excellent verbal and written communication skills in both English and French.
Maintain composure, professionalism, and emotional resilience during difficult or emotionally
charged conversations.
Deliver exceptional client service while balancing empathy, efficiency, and compliance
requirements.
Navigate conversations effectively and provide timely resolutions to claimant inquiries.
Maintain a calm, respectful, and supportive approach at all times.
Adhere to approved procedures and scripting guidelines while maintaining a natural and
compassionate communication style.
Handle confidential and sensitive information with discretion and professionalism.
Meet established productivity, quality assurance, documentation, and service level expectations.
Participate in regular team debriefings and wellness check-ins.
Contribute to continuous improvement efforts that strengthen service delivery, operational
efficiency, and claimant experience.
Support Tickets
Responsibilities
Triage, assign, and resolve client or internal inquiries submitted through ticketing systems.
Identify and escalate sensitive, urgent, or high-priority cases when required.
Ensure timely, accurate, and professional responses are documented and tracked.
Monitor recurring issues and identify opportunities for process improvements.
Expectations
Demonstrate discretion and professionalism in written communications.
Escalate trends and recurring concerns proactively.
Maintain accurate records and follow-up activities within established timelines.
Participate in regular team debriefings and wellness check-ins.
Claims Coding and Quality Assurance
Responsibilities
Code claim information based on established policies and documentation standards.
Accurately capture and process sensitive claim information without alteration, bias, or
assumption.
Conduct quality assurance reviews to ensure completeness, accuracy, and compliance with
internal and regulatory standards.
Identify inconsistencies, deficiencies, or potential risks requiring further investigation or review.
Maintain objectivity and confidentiality while reviewing sensitive claims information.
Expectations
Demonstrate exceptional attention to detail and commitment to accuracy.
Handle distressing, sensitive, or traumatic content professionally and without judgment.
Maintain a zero-tolerance approach to errors and unsupported assumptions.
Contribute recommendations for quality improvements and process enhancements.
Participate in regular team debriefings and wellness check-ins.
Ensuring Ethical & Professional Standards
Responsibilities
Adhere to organizational policies, privacy legislation, and regulatory requirements.
Maintain high standards of accuracy, confidentiality, and professionalism.
Handle claimant interactions with empathy, patience, and respect.
Meet established productivity, quality, and service expectations.
Promote continuous improvement and best practices in service delivery.
Maintain discretion when working with confidential and highly sensitive information.
Qualifications
Education/Work Experience
1+ year of experience in phone support, customer service, claims administration, call centre
operations, or administrative support.
Experience with data entry, document processing, records management, and customer service.
Experience entering and maintaining information in CRM systems, databases, spreadsheets, or
case management platforms.
Bilingualism (English/French) is required.
Ability to speak an Indigenous language (e.g., Cree, Inuktitut, Ojibway, etc.) is considered an
asset.
Knowledge of Indigenous cultures and communities is considered an asset.
Previous experience working with highly sensitive, confidential, emotionally charged, or traumainformed subject matter is considered an asset.
Previous mailroom, records management, or document processing experience is considered an
asset.
Technical Skills
Proficiency in Microsoft Office suite including Outlook, Word, and Excel
Experience using a VOIP / Internet phone service is desirable
Experience working with CRM systems, ticketing platforms, databases, and document
management tools.
Typing speed of 50+ words per minute (WPM) with a high degree of accuracy is considered an
asset.
Other Skills
Excellent communication and interpersonal skills.
Strong customer service orientation and commitment to quality.
High attention to detail and accuracy.
Strong organizational and time management skills.
Ability to work independently with minimal supervision.
Ability to manage competing priorities in a fast-paced environment.
Proven ability to handle confidential information with discretion.
Proficiency working with data, databases, and administrative systems.
Continuous improvement mindset with the ability to identify opportunities and recommend
practical solutions.
Summary
If you are interested in the Bilingual Claims Support Specialist position in Toronto, please apply online today
Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.
Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.
This posting is for existing and upcoming vacancies.
