Helpdesk Specialist providing Tier - 1 user support and assisting with software testing for U.S. Federal clients in DC Metro Area. Responsible for addressing user queries and managing troubleshooting tickets.
About the role
- Unit Manager leading a team of Claims Analysts to enhance auto and property claims quality at Intact. Collaborating with cross-functional teams for customer-centric outcomes and continuous improvement.
Responsibilities
- Lead, coach, and develop Quality Analysts and Specialists; build engagement, accountability, and growth.
- Conduct performance reviews and provide clear, constructive feedback aligned to goals and KPIs.
- Foster a collaborative, inclusive culture grounded in Intact’s values.
- Oversee quality assessments to ensure alignment with Intact policies, regulatory requirements, and industry best practices.
- Review auto claim decisions for accuracy, fairness, and consistency.
- Design, implement, and maintain QA programs, standards, and metrics.
- Use data and insights to identify trends, root causes, and improvement opportunities.
- Collaborate with Claims leaders and partners across Underwriting, Legal, Compliance, Operations, and Finance.
- Develop and execute strategies that enhance claims quality and the customer experience.
- Present insights, dashboards, and recommendations to leadership.
- Partner with IT and Data teams to leverage technology, automation, and analytics.
- Serve as the primary contact for external audits and reviews; ensure readiness and documentation.
- Promote continuous learning and professional development within the team.
Requirements
- Minimum 3 years in claims management, ideally across property and auto
- Proven people leadership experience (coaching, performance, team development)
- Strong analytical and problem-solving skills; comfortable with root cause analysis and data-driven decisions
- Excellent written and verbal communication; ability to influence and build trust.
Benefits
- Opportunities for career growth and development
- Work in a collaborative and inclusive environment
- Supportive workplace culture
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