Bilingual Customer Solutions Coordinator
Fulltime, Permanent
Location: On-site - Calgary, Alberta
Hours: Friday to Tuesday 8:00am to 4:30pm (30-minute lunch & two 15-min breaks)
Salary: Up to $56,000
Company:
This position is with a leading Canadian full service Additional Living Expenses (ALE) Specialist. The organization manages short-term and long-term ALE requirements for policyholders, allowing them to focus on their basic needs while freeing up adjusters and insurance companies to focus on the claim.
The company provides assurance and peace of mind for policyholders and adjusters during catastrophic events (such as fire, water, or flood damage), helping them return to normality as quickly as possible.
Perks:
- Benefits: Health, Dental & Life Comprehensive benefits package through Alberta Blue Cross, including health, dental, vision, travel, and wellness support
- Vacation: 10 days, flexible to do 15 days
- On-call and overtime: 1-8 weeks with a few hours of work paid at 1.5 times the regular rate
- Great culture and company environment: Described as a happy family.
- BBQs & Staff Parties: BBQs over lunch, and summer and winter events in Calgary following our Town Halls. Enjoy good food, (hopefully) sunshine, and great company, partners are welcome at the winter celebration!
- Dry Cleaning: Exclusive dry-cleaning discounts through our sister company
- Banking Discounts Perks with BMO’s Bank at Work program, enjoy waived fees, credit benefits, mortgage discounts, and more.
- SureBucks Our internal rewards program for non-managers in Operations and Finance teams, where you can be nominated for great work and redeem those points for real, physical items.
- IATA Discount Card Global hotel savings with exclusive rates at major hotel chains worldwide.
Position Overview:
As a Customer Solutions Coordinator, you’ll be the driving force behind moving claims forward. You’ll manage the process end-to-end with speed, accuracy, and empathy, ensuring no detail slips through while clients and partners receive timely solutions.
This role demands a solution-oriented mindset, strong organizational skills, and the ability to juggle multiple priorities. You’ll thrive in a fast-paced environment, taking ownership of progress and collaborating with stakeholders to deliver outcomes quickly and effectively.
Job Responsibilities
- Own the intake and progression of new claims, gathering requirements, entering data into our CRM, and ensuring smooth end-to-end handling.
- Proactively resolve client inquiries on our claims line, delivering solutions that balance efficiency and exceptional service.
- Maintain accurate claim records and documents, driving accuracy in every step of the process.
- Guide policyholders through the temporary housing journey with empathy and clarity, ensuring they feel supported at each stage.
- Match clients to suitable housing solutions, balancing urgency, requirements, and available inventory.
- Prepare leases, contracts, authorizations, and paperwork while ensuring deadlines are met.
- Manage competing priorities by organizing workload, addressing urgent tasks, and keeping claims moving forward without delay.
- Act as the central liaison between policyholders, adjusters, and property managers, pushing progress and resolving obstacles quickly.
- Monitor billing accuracy, produce statements, and follow up on outstanding payments with persistence.
- Adapt to changing requirements and shifting repair schedules while ensuring momentum is maintained.
- Support the broader team by jumping in wherever needed to ensure success.
Education & Experience Required
- Post-secondary education or experience in business, hospitality, real estate, or a related field is an asset, although not required.
- Strong skills in organization, multitasking, and problem-solving, able to keep work moving forward under pressure.
- Proven ability to deliver outstanding client service, balancing empathy with efficiency.
- Fluent in English and French with excellent verbal and written communication skills, with confidence handling multiple stakeholders.
- Proficiency with MS Office and the ability to quickly learn new systems.
Core Competencies
- Solution-driven mindset – able to anticipate challenges, troubleshoot quickly, and keep claims moving forward.
- Organizational strength – skilled at managing competing priorities, high volumes, and shifting deadlines without losing accuracy.
- Client empathy with action – balancing compassion for policyholders in distress with the ability to guide them through solutions.
- Strong communicator – clear, confident, and persuasive with clients, adjusters, property managers, and internal teams.
- Resilient under pressure – able to stay composed, make sound decisions, and push progress in time-sensitive situations.
- Collaborative problem solver – works seamlessly across departments and with external partners to deliver results.
- Adaptable and proactive – thrives in a fast-growing, changing environment where priorities shift quickly.
Job Types: Full-time, Permanent
Language:
- fluent English and French (spoken and written). (required)
Work Location: In person
