SUMMARY

Reporting to the National Claims &

- Clients Resolutions Manage, as a Claims &
- Resolutions Agent, you will play a key role in the end-to-end management of claims related to delivery operations. You will be responsible for investigating, analyzing, and resolving claims while maintaining effective communication with multiple stakeholders. This role requires strong attention to detail, an investigative mindset, and the ability to operate in a structured, process-driven environment.

Monday to Friday 8:30am to 5:00pm

RESPONSIBILITIES Receive and process claims through various platforms (email, internal systems)

Accurately enter and manage data within company systems

Conduct investigations by reviewing documentation, photos, and case details

Assess circumstances and determine liability

Communicate professionally with customers, clients, internal teams (operations, finance), and external partners

Ensure consistent follow-up until full resolution of each claim

Apply and adhere to internal processes and compliance standards

Manage priorities effectively and meet established deadlines

Utilize multiple tools including Front, Clear Destination, TMW, Resolver, and Microsoft Office Suite

Assume other additional related responsibilities.

WORK ENVIRONMENT Currently remote (hybrid model)

Intensive onboarding and training provided

Fast-paced environment requiring autonomy and adaptability EXPERIENCE &





SKILLS Experience in the insurance industry (complaints and claims)

Claims assessment

Customer service

Fully bilingual (French and English – spoken, written, and comprehension)

Strong communication skills, both verbal and written

Excellent active listening skills with the ability to gather key information effectively

Strong analytical and investigative mindset

High attention to detail and solid observational skills (especially when reviewing photos and documentation)

Strong problem-solving abilities with a structured approach

Process-driven with a strong compliance mindset

Excellent time management and organizational skills

Comfortable working with multiple systems and technology platforms COMPETENCIES Customer Centricity

Fostering Culture

Collaboration

Problem Solving &

- Decision Making

Managing Through Change

Developing Self &

- Others

Planning &

- Results Orientation

Communication

Always Improving Mindset

Business &

- Financial Savvy EDUCATION Completion of secondary school or college or equivalent business administration experience is preferred. The position holder will be required to communicate regularly with clients, management and colleagues located outside Quebec as part of work and case follow-ups. An intermediate level of spoken and written English is required

📌 Claims and Resolution Agent (Brossard)
🏢 Metro Supply Chain
📍 Brossard