Claims Review Advisor

Insurance Corporation of British Columbia•Surrey, BC

8d•Hybrid

About The Position

This is an internal ICBC job posting. The Claims Quality Assurance team within Claims People Enablement is expanding, and we have exciting opportunities for Claims Review Advisors to join our team. These positions are responsible for leading the Claims Quality Review process across the Claims Material Damage Claims division (Auto Claims, MD Services, SIU, and Claims Administration). The Claims Quality Assurance team is accountable for developing, managing and evolving the framework and drivers of quality and success within Claims Material Damage. The team will be developing the tools, processes and skills required to measure quality for claims, ensuring the appropriate application of claim handling, best practice delivery of customer experience, management of leakage and quality of decision-making. Reporting to the Manager, Claims Review Programs, the Claims Review Advisor position will be responsible for reviewing Claims Material Damage claims files and calls against quality standards, facilitating calibrations, developing templates for operational managers to use, and providing guidance and feedback on how to conduct quality reviews. You will be analyzing file and call review data to ensure quality standards are being met, identifying trends and investigating risks and opportunities for improvement. This role requires a customer focus, continuous improvement mindset, technical knowledge as it pertains to the Claims Material Damage division and the ability to build strong collaborative relationships with peers and work positively in a team environment.

Requirements

Post-secondary education in a related discipline or a combination of education and relevant experience
Several years of work experience in claims handling
Ability to conduct thematic reviews analysis to understand and problem solve trends in claims quality
Knowledge of relevant acts, regulations, policies and procedures relating to end-to-end claims handling
Up to date knowledge of industry best practices pertaining to the handling of claims file reviews
Understanding of adjusting and material damage practices
Knowledge of relevant corporate databases and systems to conduct reviews
Knowledge of quality assurance terminology, methods and tools
Clear and concise written and verbal communication skills
A solution-based approach

Responsibilities

Reviewing a sample set of claims files and calls, evaluating and monitoring quality of claims file handling against pre-determined quality criteria to maintain standards of performance
Conducting focused reviews of claims files/calls to investigate specific themes or issues as assigned
Engaging with Claims Material Damage Unit Leaders regarding themes identified in file/call reviews
Providing guidance, coaching, technical advice and training to Claims Material Damage Unit Leaders and Auto Claims Specialists and Estimators regarding the resolution of any quality concerns
Identifying trends, risks and opportunities for improvement in quality review process
Prepares and presents reports regarding the review findings
Makes recommendations and supports development on procedures, policy, and processes for claims handling improvement as a result of issues identified in the reviews.
Conducts objective and independent claims file and call reviews as assigned