We are looking for a Customer Service Representative to join a service-focused team in Thornhill, Ontario on a contract basis with the potential to become permanent. This role is well suited to someone who enjoys balancing administrative work with customer contact while helping reduce a high volume of outstanding claim-related tasks. The successful candidate will support documentation, payment processing, correspondence handling, and phone-based intake in a fast-moving environment where accuracy and service matter.

Responsibilities:
• Draft and issue claim-related documents, including member letters, third-party communications, consent paperwork, and other file correspondence as needed.
• Handle claim payment administration by reviewing and processing expenses such as appraisal charges, glass-related invoices, and report fees.
• Assist the total loss function by preparing settlement documentation and sending proof of loss materials in a timely manner.
• Obtain supporting records for investigations by requesting documents such as police reports, fire incident reports, and other relevant external information.
• Forward property damage claim files to legal representatives when requested, ensuring records are complete and properly organized.
• Receive, sort, and distribute incoming mail and correspondence so items are directed to the appropriate team or file without delay.
• Place outbound calls to members to collect first notice of loss details for claims submitted after hours or through online channels.
• Respond to incoming calls as required and direct each inquiry to the correct department while maintaining a high-quality customer experience.
• At least 1 year of experience in customer service, administration, or a comparable support position; 3 years of related experience is preferred.
• Strong verbal and written communication skills with the ability to produce clear, accurate correspondence.
• Proven ability to deliver excellent customer service and build positive interactions with members and internal teams.
• Comfortable managing multiple priorities at once in a high-volume, deadline-driven setting.
• Solid organizational skills with close attention to detail when handling documents, payments, and file updates.
• Confidence using standard office systems and working efficiently with administrative processes.
• Ability to work flexible hours based on operational requirements.

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