Claims Service Ambassador

Job title: Claims Service Ambassador

Wawanesa Insurance

Job Overview

As a Claims Service Ambassador, you would contribute to Wawanesa’s goal of delivering an exceptional and consistent claims experience within a fast-paced call center environment by handling a high volume of inbound calls, including first notice of loss (FNOL) for auto and property claims.

Job Responsibilities

• Answer inbound queue inquiries and new claims while applying commitment to accuracy, efficiency and knowledge to deliver a consistent and positive member experience.
• Provide direction and support to our members and stakeholders throughout the claims process, by providing exceptional service delivered with empathy.
• Ensure timely and proactive communication, through voice to voice, digital and written correspondence, ensuring that all inquiries are effectively dealt with in a timely and professional manner.
• Within a limited scope, adjust claim in a proactive manner.
• Within a limited scope, interpret policy wordings, determine policy coverage, and communicate coverage decisions to members.
• Evaluate relevant information from sources such as appraisers, third party adjusters, contractors, and repair facilities to quantify losses.
• Within a limited scope, evaluate losses to determine liability.
• Coordinate services with vendors such as: appraisers, rental companies, repair facilities and other business partners inside and outside the organization.
• Maintain an effective and current diary system and document claim file activities in accordance with established procedures.
• Perform other duties as assigned.

Qualifications

• Exceptional customer service skills demonstrating empathy and concern for member satisfaction.

• 2-3 years of customer service experience.

• Able to handle large call volumes on a daily basis, within a call center environment.

• Good investigative and analytical skills. Detail oriented with a high degree of accuracy regarding data entry.

• Excellent communication skills; listening, written, and spoken.

• Good time management and organizational skills with the ability to prioritize and multi-task in a fast paced, changing environment.

• Typing proficiency of 40–50 words per minute with a high level of accuracy while handling customer interactions.

• Proficient in Microsoft Office Suite & MS Teams.

• Diversity Equity, Inclusion & Belonging

• At Wawanesa, we are committed to Diversity, Equity, Inclusion and Belonging (DEIB) and believe that our strength lies in the diversity of our people – this is supported by having a representative workforce.

• We welcome applications from all qualified candidates, including racialized persons, women, Indigenous Peoples, persons with disabilities, members of the 2SLGBTQIA+ community, gender-diverse and neurodiverse individuals, and anyone who can contribute to the further diversification of thought and ideas.

• We aim to ensure our recruitment process is accessible to all candidates. If you require accommodations during any stage of the recruitment process, please reach out in confidence to [email protected].

• All Wawanesa job applicants are subject to Wawanesa's Privacy Policy.

• Please note that the recruitment process for this position may involve the use of AI tools to screen, assess, or select applicants. All final decisions are taken or reviewed by human recruiters and human hiring leaders in compliance with all applicable legislation.