Offer summary

Qualifications:

Post-secondary diploma in a related field or equivalent experience., 3-5 years of customer service experience with a focus on service excellence., Fully bilingual in French and English, with Spanish as an asset., Strong organizational, problem-solving, and communication skills, along with proficiency in Word and Excel..

Key responsabilities:

Answer inbound claims calls and provide accurate service to claimants.

Manage the claim notification process and ensure timely resolution of inquiries.

Process administrative transactions for claims and maintain the claims register.

Communicate effectively with internal and external stakeholders while adhering to compliance standards.

Job description

Career Opportunity

Role Title

Bilingual Claims Administrator

Purpose of role

The Bilingual Claims Administrator is accountable for providing excellent customer service and performing administrative duties for Death and Living benefit claims. They are responsible in initiating claims, accurately answering claims inquiries and provide administration support to our Claimants and Adjudicators. The Bilingual Claims Administrator must be fully bilingual in both French and English in their written and oral communication.

Job Description

Key Responsibilities

Answer inbound new and status related claims calls from claimants, members, producers, funeral homes and others. Phone support required and scheduled
Provide courteous, prompt and accurate service to our claimants making a claim to report death or a living benefits claim
Proficiently determine the needs of the caller then provide accurate and timely resolution. This includes reviewing and ensuring all necessary requirements are met to avoid delays in the claims process
Manage the claim notification process: including transacting various systems and maintaining the claims register, sending out claim requirements and regular ongoing follow up for outstanding requirements
Process administrative transactions and ensure claim is set up accurantely for Adjudication review . This requires proficiently understanding various back office systems and processing necessary transactions for a claim.
Manage our claims general email inbox daily
Display high energy, passion and a positive attitude
Meet tight timelines under pressure while delivering quality service
Own the results, share work experiences and willingly seek and accept personal accountability
Continuously learn about customers, their priorities and their expectations
Take ownership and responsibility for resolving customer concerns with every interaction
Be flexible, personally embrace change and commit to continuous learning
Support the organization’s and the Claims Team’s key priorities
Demonstrate leadership, model customer service values and drive quality and process optimization
Manages business needs through entry level project and analysis work while assigning a high priority to customer excellence, quality and meeting service level agreements
Communicate verbal and written information as appropriate to those with a need to know, ensuring information is clear, accurate and compliant with all legal, privacy, confidentiality and company standards
Perform all required calculations and ensure all activities are in compliance with internal compliance standards
Assist other team members to ensure that the team meets objectives
Create ad hoc correspondence and reports for members, producers and external partners
Receive, verify and match claims benefit cheques to be mailed to claimants
Meet service level agreements and achieve productivity and quality standards
Deal with customer complaints defined in company guidelines
Meet privacy and compliance guidelines

Key Qualifications

Education (minimum required): Post secondary diploma in a related field or equivalent experience
Experience (minimum required): 3-5 years of customer service experience with a passion for service excellence is an asset
Must be fully bilingual (French & English) in written and oral communication. Spanish would be considered an asset
Self-starter with demonstrated ability to prioritize own work and ability to research/problem solve and make decisions both independently and collaboratively within a fast-paced team environment
Accurate keyboarding skills with good working knowledge of Word and Excel
Must be proficient in both verbal and written communication to effectively communicate with internal and external customers/partners and vendors
Understanding of insurance products, services, systems and regulatory requirements, with the ability to recognize discrepancies, anomalies and inconsistencies
Results-oriented with emphasis on accuracy and attention to detail and the ability to understand and balance both the short and long-term impact of decisions and actions
Effective multi-tasking and time management skills, including the ability to adapt to changing demands and priorities
Strong organization skills to effectively monitor and track information with quick ability to learn and leverage new technologies
Strong reasoning and judgment to balance commitments, financial soundness and quality customer focus
Creative problem-solving skills to resolve transactions and has an interest in research and problem solving
Mathematical skills needed for calculation of benefits, taxation and reinsurance
LOMA 281 and 291 courses an asset
Post-secondary education preferred and/or related work experience (minimum 1 year work experience)

#LI-Remote

The role requires the ability to work from 9:00 a.m. and 5:00 p.m., Monday to Friday.
Flexibility for periodic weekend shifts and statutory holidays may also be required to support changing conditions, customer demand, and business needs.

Equal Opportunity Employment and Inclusion – at Foresters Financial, we are committed to sustaining an equal opportunity environment for all job applicants. We embrace Inclusion, Diversity and Equity (IDE) as a core strategic objective for building strong, innovative teams in which all our employees can show up wholly and authentically as themselves.

Foresters Financial strives to provide an accessible candidate experience for prospective employees with different abilities. If you anticipate needing any type of accommodations during the recruitment process, please email accommodations@foresters.com in advance of your appointment.

Thank you for choosing Foresters. Only those candidates who will be selected for further consideration will be contacted by our Talent Acquisition Team.

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