Hybrid Account Manager, National Accounts – Insurance

at Puppy Dreams

• Job title: Account Manager, National Accounts – Insurance
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Markham, Canada

About the role

• Manage national commercial and personal lines claims accounts for SCM Insurance Services. Lead client relationships, set SLAs, manage KPIs and adjuster performance across provinces.

Responsibilities

• Management of a portfolio of client accounts relating to automobile, property and general liability exposures.
• Establish and implementation of Best Handling Practices unique to each client.
• Respond to client stakeholders and internal stakeholders (operations, sales) and address inquiries/concerns as needed.
• Create and maintain Service Level Agreements and Claims Handling Process/Guideline documents per client contractual obligations.
• Conduct regular stewardship and client-facing meetings.
• Support achievement of financial and production targets through management of KPIs (abeyance, adjuster billings, claims response times, cycle times, account receivables).
• Adjuster performance management via quality assurance reviews, audits, regular adjuster meetings, and complaint management.
• Weekly review of the operational dashboard KPI targets.
• Provide potential leadership, guidance and mentoring of a dedicated adjusting team.
• Act in a consultative and advisory capacity on claims matters and technical issues.
• Participate in the RFP process for new business and existing client contract renewals.

Requirements

• University Degree and/or CIP/FCIP Designation
• Minimum of 5-7 years’ experience in Property & Casualty claims adjusting
• Multi provincial experience preferred
• Supervisory experience is an asset
• Fully licensed in Ontario or ability to be fully licensed in Ontario and other Provinces
• Strong communication skills, including listening, interviewing, negotiating, and ability to flex style appropriate to audience
• Demonstrated organizational skills with ability to prioritize and manage conflicting priorities
• Strong computer skills including Microsoft Office Suite (Excel, Word, PowerPoint) and ability to learn new technical systems
• Proactive and positive approach to customer service
• Strong interpersonal skills to deal with conflict and difficult situations
• Strong negotiation skills
• Ability to speak and write in French is an asset

Benefits

• Supported by experienced local claims support, centralized after hours support, and dictation services.
• Compensated for billable hours and other costs.
• Flex-benefit plan allowing customization of coverage with options for taxable and non-taxable health care spending.
• Continuous education fees reimbursed to maintain license.
• Balanced workload to manage abeyance and quality levels.
• Accommodations available on request for candidates with disabilities.