Client Relations Specialist, Claims

#IN-DNI #LI-DNI

Company: CGIC
Department: Claims
Employment Type: Temporary Full-Time (6 months)
Work Model: Hybrid (2 days in office)
Language: Bilingualism in English and French is an asset.

The Opportunity:

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.

How you will create impact:

• 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.

To join our team:

• You have 3 years experience in an insurance claims environment. Having strong knowledge of auto and property claims is an asset.
• You have completed a post secondary program.
• You have or are working towards the Chartered Insurance Professional (CIP) or Fellow Chartered Insurance Professional (FCIP) designation.
• You have Home and Auto product knowledge.
• You have demonstrated ability to develop creative solutions to unique issues and recognize opportunities.

How you will succeed:

• You influence change and are committed to continuous improvement, in order to exceed client expectations.
• You leverage critical thinking skills to identify problems and proactively propose solutions.
• Your strong communication skills allow you to clearly convey messages.
• You’re an effective team player who shares knowledge to support our peers.

What you need to know:

• You will be subject to a Background check as a condition of employment, in the event you are the successful candidate.

What’s in it for you?

• 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.

Salary information​

Expected Salary range : CAD $ $60,574.00 to $100,956.00 CAD

The salary amount for the successful candidate is determined by Co-operators in its discretion and will vary depending on several criteria including but not limited to: local market conditions, geography and relevant job-related factors such as knowledge, skills, qualification, experience and education.

Employees may also have the opportunity to participate in incentive programs and earn additional compensation tied to individual and/or business performance, or other business metrics.