Bilingual; Eng/Fr) Claims Support Specialist - RQ Job Toronto area,Ontario Canada,Customer Service/HelpDesk

Position: Bilingual (Eng/Fr) Claims Support Specialist - RQ02338

Duration: 3 months with the possibility of extension up to 12 months

Location:

Hybrid - onsite at our Toronto office for a minimum of three days per week, complemented by two days of remote work

Time:
Monday to Friday – full time, two shifts available: 8:00 AM – 4:30 PM OR 11 AM – 7:30 PM

Hourly Pay Rate: $23/- per hour

Seeking Claims Support Specialist to support a high-profile claim processing initiative, reporting directly to the Senior Manager of Advisory. Independent contractors in this role will work both autonomously and collaboratively within a fast-paced, structured team environment to ensure accurate, timely, and efficient claims processing, while also responding to claimant inquiries with empathy, professionalism, and a commitment to service excellence.

This position blends technical expertise with emotional intelligence, requiring professionals who can manage sensitive inquiries, process documentation with precision, and engage empathetically with claimants who may face barriers due to trauma, mental health challenges, or poverty. While the nature of the work is emotionally charged, it is also mission-driven, time-sensitive, and results-oriented.

Note to Applicants:
This role will require the review of materials of a highly sensitive nature, that may include descriptions of physical and sexual abuse, racism, self-harm, and other triggering materials. Applicants are encouraged to consider whether such topics will be significantly distressing or upsetting for them.

Skills:

1+ year of experience communicating with clients / patients / or stakeholders over the phone

Experience in data entry

Ability to speak an Indigenous language (i.e., Cree languages, Inuktitut, Ojibway etc.) is considered an asset

Knowledge of Indigenous culture is an asset

Must be bilingual English/French

Technical

Skills:

Proficiency in Microsoft Office suite including Outlook, Word, and Excel

Experience using a VOIP / Internet phone service is desirable

Responsibilities:

Call Centre

Respond to incoming calls with empathy, professionalism, and discretion.

Provide accurate information about the claims process while strictly adhering to confidentiality protocols.

Escalate high-risk or complex cases to appropriate internal channels as needed.

Maintain detailed and objective call notes in the system for documentation and audit purposes.

Support Tickets

Triage, assign, and resolve client or internal inquiries submitted via ticketing systems.

Identify sensitive cases that may require escalation or prioritization.

Ensure timely, respectful, and comprehensive responses are logged and tracked.

Claims Coding and Claims Quality Checks

Code claim details based on policy documentation, accurately capturing sensitive or traumatic descriptions without alteration or bias.

Conduct quality assurance checks to ensure completeness, accuracy, and compliance with internal and regulatory standards.

Identify inconsistencies or red flags and raise them for investigation or review.

Bilingual; Eng​/Fr) Claims Support Specialist - RQ

Bilingual; Eng/Fr) Claims Support Specialist - RQ