Claims Specialist, Personal Lines Auto - Waterloo or Montreal

Zurich Insurance Company Ltd.•Waterloo, ON

31d•CA$60,000 - CA$75,000•Hybrid

About The Position

Zurich Canada is seeking Claims Specialists – Personal Lines Auto, based out of our Waterloo and Montreal offices. Reporting to the Claims Manager, Auto Personal Lines, you will be the first point of contact for our customers, primarily supporting them by phone. Most of your day will be spent on the phones, responding to calls with empathy and professionalism—guiding customers through the claims process, answering their questions, and managing personal lines claims of low to moderate complexity within your authority. By following established protocols, you’ll ensure claims are handled efficiently and deliver a customer-centric service. Zurich Canada uses artificial intelligence–enabled tools to support certain aspects of the recruitment process, including the initial review and screening of applications. Artificial intelligence is not the sole basis for candidate shortlisting or selection. All hiring decisions are reviewed and made by qualified hiring professionals. Zurich follows a hybrid work model requiring three days per week of in-person presence, which may include time in the office or market-facing engagements.

Requirements

Bachelor’s Degree and 2 or more years of experience in the Claims or Insurance area OR Zurich Certified Insurance Apprentice including an Associate Degree and 2 or more years of experience in the Claims or Insurance area OR High School Diploma or Equivalent and 4 or more years of experience in the Claims or Insurance area OR Completion of Zurich Claims Training Program and 1 or more years of experience in the Claims or Insurance area
Microsoft Office experience
Knowledge of insurance regulations, markets and products
Prior experience in auto claims handling, insurance claims, or a related customer service field.
Understanding of auto insurance policies, coverage, and regulations.

Nice To Haves

Minimum of 2 years of personal lines auto claims experience
Strong verbal and written communication
Advanced analytical and problem-solving skills
Effective time management and multitasking
Collaborative team player with cross-functional relationship-building experience
Skilled in explaining complex financial or actuarial concepts
Able to assess scope and exposure for moderately complex claims
Understands reserving processes for indemnity and expense
Capable of developing and executing negotiation strategies
Recognizes nuances in customer and stakeholder interactions
Presents clear recommendations for claim resolution to stakeholders
For Montreal candidates, fluency in French is required.
For Montreal candidates, fluency in both spoken and written English is required to facilitate communication with internal and external stakeholders outside Quebec.
For Waterloo candidates, fluency in French is a valuable asset.

Responsibilities

Document claims file by accurately capturing and updating claims data/information in compliance with best practices for low to moderate exposure and complexity personal lines claims.
Exercise judgement to determine liability by gathering and analyzing relevant facts; utilizing applicable law; establishing basic principles of negligence.
Exercise judgment to determine policy verification and coverage determination by analyzing applicable coverage for claims and determining whether the loss falls within the coverage.
Work to have a timely resolution to claims by developing case strategy; developing a case evaluation; escalating issues as appropriate.
Establish timely reserves and perform ongoing review throughout claims cycle within authority limit by estimating and validating value of claims.
Assess damages by calculating applicable damages or range of damages allowed by law.
Negotiate settlement of claim by establishing appropriate negotiation strategy and utilizing available tools and resources within authority limits.
Meet quality standards by following best practices.
Ensure customer service by proactively communicating information; responding to inquiries; following customer protocols and may participating in customer marketing efforts.
Manage expenses by working within vendor approved networks and managing scope of work assigned to outside contractors. Departs from approved vendors with manager approval, where in the best interests of the insured.
Ensure legal compliance by following state and federal laws and regulations and internal control requirements.
Refer claim to subrogation and fraud teams by identifying potential subrogation and fraud.
Contribute to profitable growth by providing risk insight, information and trends to Business Unit or customer as needed.
Protect Zurich’s reputation by keeping claims information confidential.
Maintain professional and technical knowledge by participating in educational opportunities, staying current with industry trends, establishing personal networks, and participating in professional societies.