Bilingual Claims Intake Representative (Ottawa)

As a Bilingual Claims Intake Representative, you are the trusted first point of contact when something has gone wrong — leading with empathetic intake, smart triage, and rapid notification or dispatch to the right branch, adjuster, or restoration partner. - Receive inbound calls, verify caller and/or policyholder identity, and capture loss details in the phone and ticketing system in real time. - Assess call urgency and notify the appropriate branch, adjuster, or restoration partner staff in accordance with client-specific SLAs. - Document all interactions accurately. - Monitor the shared inbox and update the ticketing system to ensure no inquiry is missed. - Maintain queue KPIs and adhere to established service standards. - Perform other administrative tasks as assigned to support the team. This position follows a seven (7) day rotating schedule, including weekends and statutory holidays. Shifts are either six (6) or eight (8) hours in length and are scheduled between 5:00 p.m. and 7:00 a.m., with flexibility required to support changing customer demand and business needs. Qualifications - Post-secondary education or a combination of relevant education and on-the-job experience. - Minimum 1-year customer service and administrative experience. - Insurance claims administration experience is an asset. - Ability and willingness to work various shifts, weekends, and statutory holidays. - Bilingual in English and French Technical Skills - Minimum 45 WPM typing speed with high accuracy. - Proficiency with callcentre and CRM, support desk or customer support platforms (Zoho Desk), and Microsoft Office suite. - Ability to navigate multiple systems/screens simultaneously while engaging callers. Core Competencies - Empathy and calm under pressure while speaking with distressed callers. - Clear, professional verbal and written communication. - Meticulous attention to detail and accuracy. Job Types: Part time, Permanent Pay: $19.00-$21.00 per hour Education: - DCS / DEC (preferred) Experience: - Customer service: 1 year (required) - Administrative: 1 year (preferred) Language: - French (required) Work Location: In person Apply on Kit Job: kitjob.ca/job/2ogjte