Job Description

As our Overnight Claims Intake Representative, you'll be the calm voice in an emergency - leading the first response with empathetic intake, smart triaging, and rapid notification/dispatching to the right branch, adjuster, or restoration partner.

Receive inbound emergency claim calls, verify caller and/or policyholder identity, and capture loss details in the phone and ticketing system in real time. Assess claim urgency and notify the appropriate branch, adjuster, or restoration vendor Dispatch vendors or adjusters after-hours and provide concise situational briefings and follow ups. Document all interactions accurately, attaching photos or recordings as required. Monitor the shared inbox and update the ticketing system to ensure no inquiry is missed. Maintain queue KPIs Perform other assigned nightly administrative tasks as requested.
This position requires flexibility with working hours on a seven (7) day rotating schedule between the hours of 11:00 a.m. and 7:00 a.m., including weekends and statutory holidays, with flexibility to support changing customer demand and business needs.

Qualifications

Post-secondary education or a combination of relevant education and on-the-job experience. Minimum 1-year customer service and administrative experience Insurance adjusting industry or broker claims experience an asset. Actively pursuing CIP designation preferred or willingness to enroll in and complete the CIP curriculum within the specified FSCO timeline. Ability and willingness to work overnight shifts, weekends, and statutory holidays.
Technical Skills

Minimum 45 WPM typing speed with high accuracy. Proficiency with call?centre and CRM, support desk or customer support platforms (Zoho Desk) and Microsoft Office suite. Ability to navigate multiple systems/screens simultaneously while engaging callers.
Core Competencies

Empathy and calm under pressure while speaking with distressed callers. Clear, professional verbal and written communication. Meticulous attention to detail and accuracy.
Job Types: Part-time, Permanent

Pay: From $18.50 per hour

Education:

DCS / DEC (preferred)
Experience:

Customer service: 1 year (required) Administrative: 1 year (preferred)
Work Location: Hybrid remote in Brampton, ON L6X 1A1