Dual Line Adjuster

Definity Insurance Company • Waterloo, ON

27d • CA$51,300 - CA$94,400 • Hybrid

About The Position

As a Dual Line Claims Adjuster, you will play a key role in delivering exceptional claims service across both automobile and property lines. Reporting to the Dual Line Claims Team Leader, you will guide customers through the claims journey with empathy, accuracy, and professionalism, ensuring timely claim resolution and a smooth customer experience. This role is ideal for someone who thrives in a fast-paced environment, enjoys problem-solving, and values empathy in customer interactions.

Requirements

• High school diploma required
• Experience in handling property claims from inception to resolution
• Strong customer service or call centre background
• Calm and productive under pressure
• Excellent written and verbal communication skills
• Available to work within the hours of 8:00 am to 7:00 pm EST
• Background checks (including criminal checks and leadership references)

Nice To Haves

• University degree, college diploma, or CIP designation is an asset
• Experience handling auto claims and understanding auto policies is an asset
• Bilingualism is an asset
• Licensing in New Brunswick, PEI and Newfoundland is an asset

Responsibilities

• Investigate and resolve first-party automobile claims
• Manage auto telephone claims from FNOL to resolution
• Support new and inquiry call centre queues
• Confirm coverage under customer policies and explain the claims process clearly
• Collaborate with customers and preferred vendors to resolve claims efficiently
• Maintain detailed records in internal systems
• Initiate salvage and subrogation procedures on assigned files
• Meet performance targets, including disposition rate and claim volume
• Make appropriate and timely referrals to the subrogation and fraud prevention groups
• Investigate and adjudicate property claims with accuracy and fairness
• Manage property telephone claims from FNOL to resolution
• Coordinate inspections and vendor services as needed
• Ensure timely and thorough documentation of all claim activities
• Communicate coverage details and next steps with clarity and compassion
• Respond to incoming calls and proactively reach out to customers
• Build trust through active listening and empathetic communication
• Provide clear, supportive guidance throughout the claims process
• Arrange additional services and support as needed

Benefits

• Hybrid work schedule for most roles
• Company share ownership program
• Incentive Program
• Pension and savings programs, with company-matched RRSP contributions
• Paid volunteer days and company matching on charitable donations
• Educational resources, tuition assistance, and paid time off to study for exams
• Focus on inclusion with employee groups, support for gender affirmation surgery, access to BIPOC counsellors, access to programs for working parents
• Wellness and recognition programs
• Discounts on products and services

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED