Bilingual Representative, Auto Claims; Auto Direct

The Opportunity

Reporting to the Team Leader, the Claims Advisor is responsible for investigating and settling first‑party automobile claims while delivering an exceptional customer experience.

• Report to the Team Leader and be responsible for investigating and settling first‑party automobile claims.
• Guide customers through FNOL by telephone: set up the FNOL, share contact details and ensure the customer knows the next steps in their claims journey.
• Provide prompt, courteous, accurate and fair claims service to all customers, internal and external.
• Take ownership of each call, handling it until resolution is reached, including any necessary follow‑up to ensure promised actions to the caller are completed.
• Fully explain the claim process to all customers in an easily understood way.
• Confirm whether claims are covered under a customer’s policy.
• Ensure all claims are promptly investigated.
• Work with the customer and preferred vendors to determine the best way to resolve the claim.
• Maintain detailed file records by entering pertinent data into the appropriate systems.
• Process claims payments within your authority level.
• Initiate salvage and subrogation procedures on assigned claims.
• Achieve the targeted number of assigned claims per year, while living our core values and meeting competencies.
• Achieve and maintain a file disposition rate of 100% on a monthly basis.

• Minimum high school diploma required.
• Experience handling automobile claims with a good understanding of terminology and auto policies.
• Previous customer service and call centre experience is a definite asset.
• Excellent keyboarding skills and ability to navigate through numerous screens and systems quickly and easily.
• Professional, friendly and courteous to customers.
• Ability to thrive under pressure and remain calm.
• Excellent written and verbal communication skills.
• Full fluency in both French and English is required.

$45,000- $82,100

• Hybrid work schedule for most roles.
• Company share ownership program.
• Incentive Program – eligible employees may participate in various incentive plans paid out at the discretion of the company and subject to individual and company performance.
• Pension and savings programs, with company‑matched RRSP contributions.
• Paid volunteer days and company matching on charitable donations.
• Educational resources, tuition assistance, and paid time off to study for exams.
• Focus on inclusion with employee groups, support for gender affirmation surgery, access to BIPOC counsellors, access to programs for working parents.
• Wellness and recognition programs.
• Discounts on products and services.

Operating hours are between 8:00 AM and 7:00 PM EST.

This role requires successful clearance of background checks (including criminal checks and leadership references).