[Hiring] Bilingual Claims Administrator @Foresters Financial

Role Description

The Bilingual Claims Administrator is accountable for providing excellent customer service and performing administrative duties for Death and Living benefit claims. They are responsible for initiating claims, accurately answering claims inquiries, and providing administration support to our Claimants and Adjudicators. The Bilingual Claims Administrator must be fully bilingual in both French and English or Spanish and English (depending on the language requirements for the role) in their written and oral communication.

Key Responsibilities

• Answer inbound new and status related claims calls from claimants, members, producers, funeral homes, and others.
• Provide courteous, prompt, and accurate service to our claimants making a claim to report death or a living benefits claim.
• Proficiently determine the needs of the caller and provide accurate and timely resolution.
• Manage the claim notification process, including transacting various systems and maintaining the claims register.
• Process administrative transactions and ensure claims are set up accurately for Adjudication review.
• Manage our claims general email inbox daily.
• Display high energy, passion, and a positive attitude.
• Meet tight timelines under pressure while delivering quality service.
• Own the results, share work experiences, and willingly seek and accept personal accountability.
• Continuously learn about customers, their priorities, and their expectations.
• Take ownership and responsibility for resolving customer concerns with every interaction.
• Be flexible, personally embrace change, and commit to continuous learning.
• Support the organization’s and the Claims Team’s key priorities.
• Demonstrate leadership, model customer service values, and drive quality and process optimization.
• Manage business needs through entry-level project and analysis work while prioritizing customer excellence.
• Communicate verbal and written information clearly, accurately, and in compliance with all standards.
• Perform all required calculations and ensure compliance with internal standards.
• Assist other team members to ensure that the team meets objectives.
• Create ad hoc correspondence and reports for members, producers, and external partners.
• Receive, verify, and match claims benefit cheques to be mailed to claimants.
• Meet service level agreements and achieve productivity and quality standards.
• Deal with customer complaints defined in company guidelines.
• Meet privacy and compliance guidelines.

Qualifications

• Post-secondary diploma in a related field or equivalent experience.
• 3-5 years of customer service experience with a passion for service excellence is an asset.
• Must be fully bilingual (French & English or Spanish & English) in written and oral communication.
• Self-starter with demonstrated ability to prioritize own work and make decisions independently and collaboratively.
• Accurate keyboarding skills with good working knowledge of Word and Excel.
• Proficient in both verbal and written communication.
• Understanding of insurance products, services, systems, and regulatory requirements.
• Results-oriented with emphasis on accuracy and attention to detail.
• Effective multi-tasking and time management skills.
• Strong organization skills to effectively monitor and track information.
• Strong reasoning and judgment to balance commitments and quality customer focus.
• Creative problem-solving skills with an interest in research and problem solving.
• Mathematical skills needed for calculation of benefits, taxation, and reinsurance.
• LOMA 281 and 291 courses an asset.
• Post-secondary education preferred and/or related work experience (minimum 1 year work experience).

Requirements

• Flexibility with working hours between 9:00 a.m. and 6:00 p.m., Monday to Friday on a rotational basis.
• Flexibility for periodic weekend shifts and statutory holidays may also be required.
• The actual base salary for this position will depend on several factors, including job-related skills, experience, and education.
• Eligible employees may participate in a discretionary variable incentive plan.

Benefits

• Equal Opportunity Employment and Inclusion.
• Commitment to sustaining an equal opportunity environment for all job applicants.
• Embrace Inclusion, Diversity, and Equity (IDE) as a core strategic objective.
• Strive to provide an accessible candidate experience for prospective employees with different abilities.