Claims Triage Specialist In Office

Join to apply for the Claims Triage Specialist, Full-Time In Office (Mississauga, ON) role at SCM Insurance Services

Claims Pro LP

Provide front‑line quality customer services and fulfill an important role in the claims creation process for new claim reports received via email, fax, and telephone. Perform claims triage on new losses by engaging designated resources, claim units and/or protocols to respond to defined categories of high‑profile, complex claims nationally. Take part of a phone queue primarily receiving inbound calls, though some outbound call follow‑up is required.

All calls require documentation and data entry for claims creation and follow‑up. This role requires the flexibility to be available between the hours of 8 AM to 8 PM Monday through Friday. This position is in office and will not be remote.

• Professional demeanour and strong customer service skills
• Superior communication skills both written and verbal
• Strong organizational skills with an ability to re-prioritise tasks and manage time effectively
• Team player and excellent interpersonal skills with ability to interact with all individuals at all levels within the organisation
• Ability to work well under pressure and maintain composure in a fast‑paced and changing environment
• Reliable and punctual
• Ability to work independently with minimum supervision
• Ability to use good judgment and hit the ground running
• Previous insurance experience is a definite asset as are CIP courses or a willingness to take them
• CIP courses through the Insurance Institute

• Field and enter new claim reports received through a variety of methods, such as email, telephone, and fax.
• Triage new claim notices and report, as applicable, to all layers or as specifically instructed by the Claims Advocate. Reporting in line with service level agreement.
• Identify type of loss and coordinate response to defined categories of loss events across all lines of business.
• As applicable, manage and distribute incoming email communication from seven zonal email boxes.
• Identify the immediate needs and requirements of incoming new losses. – is it immediate and high priority.
• Provide training/mentoring and technical expertise to the internal organisation and business partners for succession planning purposes.
• Provide administrative support and assistance when required.
• Generate ad‑hoc statistical reports as required.
• Support process improvements and share these with management.
• Follow up with external insurers/adjusters regarding claim number and reserves

• Post‑secondary education
• Insurance industry experience/exposure preferred
• Minimum 3 years’ experience in a customer service/support role required
• Previous experience working in a call centre environment or on a queue preferred
• Exceptional MS Office skills (Outlook, Word, Excel, PowerPoint)
• Strong computer skills with an aptitude/ability to learn new software/databases
• Bilingual in English and French an asset.

SCM Insurance Services and affiliates welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates throughout the recruitment and assessment process.