Claims Manager

Portage Mutual Careers Centre•Edmonton, AB

1d•CA$94,400 - CA$115,000•Hybrid

About The Position

Portage Mutual Insurance is a trusted national property and casualty insurer, serving policyholders since 1884. As a policyholder-owned company, they offer competitive home, auto, commercial, and farm insurance products through a broker network across Canada. They are driven by innovation and a people-first culture. This Claims Manager position is based in Edmonton and plays a crucial role in leading day-to-day claims teams. The role involves assigning claims, directing processes, maintaining quality control, approving claim files, providing technical and customer service advice, onboarding and training new employees, conducting performance reviews, resolving customer/broker complaints, and ensuring the company's claims plan is administered according to Best Practices. The Claims Manager works with the Director of Claims to ensure the claims plan is met, company policies and procedures are adhered to, and contributes to the strategic direction of the Claims Department by implementing new initiatives to improve claims processes, services, and costs. A key aspect of the role is fostering an outstanding workplace culture that maximizes employee engagement and supports employee development.

Requirements

Minimum of ten (10) years experience in Claims/adjusting
Three (3) years supervisory experience
Exposure to multiple lines of insurance (personal property, commercial property, farm property and automobile)
Strong understanding of Guidewire or ability to learn quickly required
In-depth knowledge of the insurance industry, insurance claims, and insurance law and regulation
Strong interpersonal skills, ability to develop and maintain strong business relationships.
Excellent verbal and written communication skills.
Exceptional organizational skills and attention to detail.
Demonstrated skills with Microsoft Office Suite (specifically Word, Excel, PowerPoint and Teams) and Adobe Acrobat.
High School Diploma required.
CIP designation required

Nice To Haves

FCIP designation (or nearing completion) preferred.
Post secondary education in business, agriculture, or insurance is strongly preferred.

Responsibilities

Assigning of claims, directing process, maintaining quality control, claim file approvals
Providing technical or customer service advice
New employee on-boarding and ongoing training, performance feedback and reviews
Customer/broker complaint resolution
Ensuring the company’s claims plan is being administered to Best Practices
Meet consistently with team members to provide soft skill coaching and career development mentorship for the betterment and success of all team members.
Review new losses for assignment including providing technical coaching where required.
Supervision/examining claims files for Staff and Independent Adjusters.
Respond to technical and procedural questions of Claims staff as needed.
Review and approve reserve and payment requests above adjuster authorities.
Working with Branch Manager’s as needed, to resolve complaints and broker concerns received in a timely and competent manner
Participate in audits of files for the Branch and when requested, work with the Company Audit Team to audit files for the other Branches in the company.
Participate in discussion with Claims Management team around the standardization of departmental processes.
Participate in regular reviews of industry-wide claim practices and participate in implementing related updates to claim procedural manuals and system changes.