About the role

Claims Relationship Manager at Intact handling escalated customer claims and providing exceptional service to enhance client satisfaction. Collaborating with teams to resolve complex issues and improve processes.

Responsibilities

Handle escalated customer claims: Analyze complex, escalated claims in accordance with the Complaint Handling Protocol
Conduct thorough fact-finding using all available resources and cross-functional inputs
Make sound, compliant decisions aligned with company guidelines and policies
Support on executive level, better business bureau, and social media complaints
Deliver exceptional stakeholder service: Provide outstanding service to customers and brokers throughout the complaints process
Re-establish understanding and positive rapport with customers, vendors, and brokers
Offer coaching, technical guidance, and recommendations to internal and external stakeholders to resolve problem claim files, and follow through on resolution implementation
Collaborate with the Customer Complaints Resolution Office on complex cases
Monitor and manage channels: Maintain and manage the Broker Escalations database with a high level of accuracy and adherence to best practices
Act as Business Risk Compliance Office representative for Claims West
Insight and continuous improvement: Prepare studies or briefs for management highlighting trends, root causes, and opportunities to reduce complaint recurrence
Regularly review adherence to business processes and compliance requirements
Proactively identify and implement efficiency improvements within the team
Project work: Participate in special projects as needed, contributing subject-matter expertise and practical recommendations

Extensive knowledge of property, auto and/or casualty claims.
Minimum of 8 years experience managing and/or processing insurance claims is required
University degree or any combination of training and experience deemed relevant for the role
Completed or working towards completion of CIP designation
Very strong understanding of policy wordings and application, Claims Guidelines, Best Practices, and Standard Operating Procedures
Strong investigative skills and ability to think critically
Exceptional customer service skills and ability to proactively seek solutions for customers
Superior written and verbal communication skills including proven ability to deliver unfavorable news
Proficient in diffusing situations with customers, brokers, and other stakeholders showing resilience when under stress
Passion for continuous improvement and ability to mentor and coach peers
Excellent priority management, organizational, and multi-tasking skills
Ability to work independently demonstrating autonomy
Strong working knowledge of various Provincial regulatory requirements
Proficiency with computer software including Word, Excel, and SharePoint
Experience using Guidewire (CC) and Salesforce (C360) is an asset

A financial rewards program that recognizes your success
An industry leading Employee Share Purchase Plan; we match 50% of net shares purchased
An extensive flex pension and benefits package, with access to virtual healthcare
Flexible work arrangements
Possibility to purchase up to 5 extra days off per year
An annual wellness account that promotes an active and healthy lifestyle
Access to tools and resources to support physical and mental health, embracing change and connecting with colleagues
A dynamic workplace learning ecosystem complete with learning journeys, interactive online content, and inspiring programs
Inclusive employee-led networks to educate, inspire, amplify voices, build relationships and provide development opportunities
Inspiring leaders and colleagues who will lift you up and help you grow
A Community Impact program, because what you care about is a part of what makes you different.