Claims Customer Service Representative (Concierge)

Job summary

The role involves acting as the first point of contact for customers and brokers to handle claims inquiries and provide support throughout the claims process. Responsibilities include taking first notice of loss information, making adjusting decisions, and assigning claims to appropriate adjusters.

Job details

At Gore Mutual, we’ve always set ourselves apart as a modern mutual that does good. Now, we’re proudly building on that legacy to transform our company—and our industry—for the better. Effective January 1, 2026, Gore has joined Beneva—the country’s largest mutual insurance company—as part of its Property & Casualty operations in Ontario and Western Canada. During 2026, Gore will combine its operations with Unica Insurance, Beneva’s Ontario-based subsidiary specializing in niche commercial and personal insurance, creating a stronger, more diversified mutual insurer with greater scale and long-term stability. Every decision and investment remains anchored in long-term benefits to customers, members, and communities. Come join us. Gore Mutual has an exciting opportunity to begin a rewarding and fulfilling career in the insurance industry. In this role, our Claims Customer Service Representative (Concierge) are the first point of contact to our customers and brokers. Using their exceptional customer service skills, empathy and passion for helping others, they are truly making a difference to enhance our customer service delivery model and provide support and guidance where it’s needed most. When you join our Claims team, you will have the opportunity to thrive in your career where the possibilities to grow and develop are endless. Responsibilities: · Handle incoming calls from customers, brokers, vendors and third parties, to provide support and service within the claims process · Taking first notice of loss information on new claims and assigning services (rental, etc) · Answering questions on existing claims · Make adjusting decisions on claims in the absence of dedicated advisors, exercising the same monetary and decision-making authority as an Associate Advisor, APD. · Assist in general Auto claims handling when possible/required due to adjuster illness, vacation, etc. · Assign all broker-reported and phone-intake Auto and Personal Property claims to the appropriate adjuster using the skills matrix tool. Requirements: · Minimum 1 year of experience working in a customer service role. · Exceptional customer service and communication skills. · Working knowledge of Microsoft Office Suite programs. · Experience working in Claims would be considered an asset. · CIP designation or working towards completion would be considered an asset. · Able to multi-task and manage competing priorities in a fast-paced, dynamic work environment. · Proficient typing skills preferred. Hybrid: This is a hybrid role that includes the flexibility to work remotely, but regular in-person attendance in our Cambridge facility is expected (twice a week, Wednesdays and Thursdays). The expected base salary range for this position is $48,500 - $73,000. Depending on your relevant experience, skills, qualifications, market conditions and business needs, base compensation may vary. You have the potential to earn more through Gore Mutual’s discretionary bonus program which gives you an opportunity to increase your total compensation, provided the business meets its performance targets and you meet your individual goals. Please note: This range reflects the expected base salary for this role but may not represent the full compensation range for all experience and skill levels. During the recruitment process, we will discuss and consider how your unique qualifications align with the broader range for this position. Gore Mutual is proud to offer a comprehensive total rewards package which includes extended health and dental benefits, disability insurance, retirement plan matching, paid time off, recognition and perk programs. This posting pertains to an existing vacancy that is actively being filled. Accessibility for applicants Gore Mutual Insurance Company is committed to providing accommodations for people with disabilities during all phases of the recruiting process, including the application process. If you require accommodation because of a disability, we will work with you to meet your needs. Contact us and a human resources representative will consult with you to determine an appropriate accommodation. Should you request an accommodation during the interview process, please notify your Talent Acquisition Consultant.

What you’ll do

The role involves acting as the first point of contact for customers and brokers to handle claims inquiries and provide support throughout the claims process. Responsibilities include taking first notice of loss information, making adjusting decisions, and assigning claims to appropriate adjusters.

Requirements

Candidates must have at least one year of experience in a customer service role and possess exceptional communication skills. Proficiency in Microsoft Office Suite is required, while experience in claims and a CIP designation are considered assets.

Benefits

• Extended health benefits
• Dental benefits
• Disability insurance
• Retirement plan matching
• Paid time off
• Recognition programs
• Perk programs

Listed skills

• Customer service · Preferred
• Decision Making · Preferred
• Multi-Tasking · Preferred
• Communication Skills · Preferred
• Microsoft Office Suite · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer service
• Communication skills
• Claims processing
• Microsoft Office Suite
• Multi-tasking
• Decision-making
• Empathy
• Typing skills

Job areas

• Customer Service & Support
• Finance & Accounting

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