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 robust 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 strong 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

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