Client Relations Specialist, Claims
About The Position
We are a leading Canadian financial services co-operative committed to being a catalyst for a sustainable and resilient society and our team is essential to deliver on this strategy. That’s why we prioritize our people, to ensure we provide a strong culture and development opportunities which enables our team to thrive and to live our purpose. The best part is that you will work with people that care passionately about you, our clients and our communities. Our Claims team aspires to create peace of mind for our clients and our communities. Our national team of knowledgeable and trusted professionals serve our clients with compassion. We are passionate about continuous improvement and operate with high-integrity, motivated by our desire to do the right thing for our clients. As the Client Relations Specialist - Claims, you will triage, manage escalated client claims complaints, and provide a concierge service with a goal of service recovery. Your claims acumen will enable you to partner with claims disciplines and other internal business stakeholders in the coordination, completion, and resolution of client complaints. You will play an important role in improving the client experience and providing peace of mind to our clients and communities.
Requirements
- 3 years experience in an insurance claims environment.
- Completed a post secondary program.
- Home and Auto product knowledge.
Nice To Haves
- Strong knowledge of auto and property claims is an asset.
- Have or are working towards the Chartered Insurance Professional (CIP) or Fellow Chartered Insurance Professional (FCIP) designation.
- Demonstrated ability to develop creative solutions to unique issues and recognize opportunities.
Responsibilities
- Create a client service culture and embed client engagement into the claim’s operation, inspiring and motivating the claims team to provide the best claims experience in Canada
- Assist clients and claims teams with the complaint resolution process to reduce the frequency of complaint escalations.
- Investigate solutions to client concerns, responding to escalated complaints in accordance with established service standards, and preparing position letters outlining next steps.
- Serve as a subject matter expert and advising clients and business partners on complaint resolution procedures.
- Support the execution of operational policies and procedures to ensure compliance with company, government, and legislative standards.
- Communicate and liaise with clients, vendors, appraisers, contractors, lawyers and other internal and external partners ensuring efficiency, timeliness and quality of the settlement of the loss.
- Investigate, interpret and apply coverage, negotiate and settle multiple disciplinary claims in accordance with company and Provincial guidelines.
- Authorize payments up to $100,000.
- Build and maintain strong, collaborative relationships with Claims Disciplines Ombudsmen, Advisors and Legal to streamline communication of client escalations to improve the client experience.
Benefits
- Training and development opportunities to grow your career.
- Flexible work options to support personal and family needs.
- A holistic approach to your well-being, with physical and mental health programs and a supportive workplace culture.
- Volunteer opportunities to give back to your community.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
