Answer incoming calls and inquiries with empathy and professionalism, providing clear, accurate information while maintaining confidentiality.

Document all interactions thoroughly in the system and escalate high-risk or complex cases as needed.

Manage and resolve support tickets in a timely, respectful manner, flagging trends or recurring issues for leadership.

Accurately code and review claims, ensuring completeness, compliance, and sensitivity when handling potentially distressing content.

Organize and process sensitive documentation securely, maintaining precise records and data entry.

Communicate claim decisions and next steps clearly across multiple channels while upholding a supportive and neutral tone.

Attend team debriefings and wellness check-ins to support mental and emotional well-being.

Minimum 1 year of customer service or administrative experience with strong communication and data entry skills.

Proficient in Microsoft Office and familiar with VOIP or internet-based phone systems.

Emotionally resilient, detail-oriented, and able to handle sensitive information with discretion.

Knowledge of Indigenous cultures or languages (e.g., Cree, Inuktitut, Ojibway) is an asset.