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 and preferred.
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.
Explicit, skilled verbal and written communication.
Meticulous attention to detail and accuracy.

Pay: $19.00-$21.00 per hour

Education:
DCS / DEC (preferred)

Experience:
Customer service: 1 year (required)
insurance claims: 1 year (preferred)

Language:
French (required)

Work Location: Remote

📌 Bilingual Claims Intake Representative Ontario
🏢 DSB Claims Solutions
📍 Ontario