Bilingual Claims Service Ambassador

Job Overview

As a Bilingual Claims Service Ambassador, you would contribute to Wawanesa’s goal of delivering an exceptional and consistent claims experience through responding to inbound and outbound inquiry calls as well as first notice of loss auto and property claims.

Job Responsibilities

• Provide direction and support to our members and stakeholders throughout the claims process, by providing exceptional service delivered with empathy.
• Ensure timely and proactive communication, through voice to voice, digital and written correspondence, ensuring that all inquiries are effectively dealt with in a timely and professional manner.
• Within a limited scope, adjust claim in a proactive manner.
• Within a limited scope, interpret policy wordings, determine policy coverage, and communicate coverage decisions to members.
• Evaluate relevant information from sources such as appraisers, third party adjusters, contractors, and repair facilities to quantify losses.
• Within a limited scope, evaluate losses to determine liability.
• Coordinate services with vendors such as appraisers, rental companies, repair facilities and other business partners inside and outside the organization.
• Maintain an effective and current diary system and document claim file activities in accordance with established procedures.
• Perform other duties as assigned.

Qualifications

• Exceptional customer service skills demonstrating empathy and concern for member satisfaction.
• 2-3 years of customer service experience.
• Bilingualism in French and English.
• Able to handle large call volumes on a daily basis, within a call center environment.
• Good investigative and analytical skills. Detail oriented with a high degree of accuracy regarding data entry.
• Excellent communication skills; listening, written, and spoken.
• Good time management and organizational skills with the ability to prioritize and multi-task in a fast paced, changing environment.
• Proficient in Microsoft Office Suite & MS Teams.

Hours of Work

The role requires flexibility to work a 7.5‑hour shift (37.5 hours weekly) within the core hours of 8 AM to 7 PM EST, Monday through Friday. During the first 5 weeks of training, the shift will be from 8:00 AM to 4:00 PM EST. After training, the shift may be from 12 PM‑7 PM EST, with specific hours determined by business needs and seniority.

Salary

$42,000 – $52,000 annually, plus an annual bonus plan, leave of absence top‑up programs, generous vacation time, personal days, premium free benefits and a pension plan. Candidates with salary expectations outside of this range are still encouraged to apply.

About Us

At Wawanesa, we offer a hybrid work environment that offers flexibility to our employees in balancing in‑office (2 days per week OR 15 hours per week in a Wawanesa office) and remote work. You may work from any of the following locations: Toronto (North York), ON; Kitchener, ON; Ottawa, ON; Montreal, QC; Quebec City, QC; Moncton, NB; Dartmouth, NS.

The Wawanesa Mutual Insurance Company (“Wawanesa Mutual”) was founded in 1896 and is one of Canada’s largest mutual insurers, with over $3.5 billion in annual revenue and assets of $10 billion (CAD). Wawanesa Mutual, with its National Headquarters in Winnipeg, is the parent company of Wawanesa Life and Western Financial Group. We serve over 1.7 million members and employ more than 3,300 people