Work Location:CanadaHours:35Line of Business:TD Insurance
Pay Details:
We're committed to providing fair and equitable compensation to all our colleagues. As a candidate, we encourage you to have an open dialogue with a member of our HR Team and ask compensation related questions, including pay details for this role.
Job Description:
Department Overview
TD Insurance is part of TD Bank Financial Group, one of Canada's largest financial institutions. TD Insurance helps protect clients from the 'accidents of life' with a wide range of products including credit protection, life, health, travel, home and auto insurance. With more than three million clients, TD Insurance authorized products and services are available online, over the phone, and through a network of more than 1,000 TD Canada Trust branches.
In Canada, we have two lines of business, General Insurance and Life and Health. Our General Insurance business is one of the top homes and auto insurance groups in Canada and the national leader in group insurance and affinity marketing. Our Life and Health business is the number one provider of critical illness insurance and direct life and health insurance in Canada.
At TD Insurance, we are committed to fostering an inclusive, accessible environment. With a Canada-wide workforce of over 4,000 employees and offices in Quebec (Laval, Montreal), Ontario (Toronto, Markham, Burlington, and Peterborough), Atlantic Canada (Halifax, Saint John), Calgary and Edmonton, our company is always growing and can help you to grow. TD Insurance offers a stable and dynamic work environment where talent is appreciated, and professional development is taken seriously. More than just a job, we offer rewarding careers.
Job Description
The Complex Claims Advisor is responsible for the investigation, evaluation and timely resolution of complex claims which may involve litigation, liability and environmental issues within their area of expertise and authority. They uses expert knowledge to handle complex, high-risk claims that typically take more than 1 year to resolve. In this role, you will be required to meet clients/witness etc in person. to obtain statement and/or negotiate claims with clients and third parties. The Complex Claims Advisor might be responsible for handling claims for our high net worth clients. This role contributes to the legendary customer experience by collaborating with internal and external partners while valuing speed and accuracy. The Complex Claims Advisor applies their technical knowledge to ensure all claims are appropriately reserved and resolved while mitigating risks and escalations.
Key Accountabilities Include:
Customer Experience
Meet or exceed the needs of the customer by adjusting claims in accordance to policy coverage with accuracy and speed.
Pro-actively work collaboratively with internal and external partners to ensure a legendary customer experience in all interactions.
Appropriately leverage external vendors, approved and non-approved.
Share knowledge, expertise and provide advice to colleagues in order to recommend additional services / support / resources to the customer, where necessary
Ensure customer problems are handled appropriately and escalating issues when necessary.
Develop and Manage the Team/Teamwork
Contribute to a positive working environment.
Demonstrate flexibility to be able to change activities based on customer and business needs.
Actively participate in the performance management process.
Meet professional/personal development objectives by utilizing learning maps and external courses as required.
Engage in and complete all internal training required for the role.
Actively participate in regular meetings and coaching sessions.
Actively participate and/or lead peer coaching and training
Provide guidance and technical support to colleagues.
Business Results
Contribute to the achievement of business objectives by meeting or exceeding individual and team goals.
Act as the Subject Matter Expert (SME) in their area of expertise to increase knowledge base within claims.
Assess and mitigate risks and escalate as required.
Ensure accurate and timely reserving of claims.
Demonstrate the ability to apply claims management principles & procedures in order to manage claims costs and leakage.
Identify potentially fraudulent claims and handle according to organizational processes/procedures.
Meet claims service standards and works with claims management vendors to maintain the service standards.
Internal Practices and Processes
Contribute to the business objective for Operational Excellence by adhering to mandatory compliance and audit requirements.
Understand and apply business operation policies and procedures and legislation.
Be knowledgeable of and comply with company and industry codes of conduct.
Ensure necessary due diligence to support the accuracy of all insurance claims.
Job Requirements
You possess excellent verbal/written communication skills.
You have a pleasant and patient telephone manner.
You have a superior client service orientation.
You are empathetic and communicative
You have excellent organization and time management skills.
You have demonstrated your ability to function effectively in a fast-paced, multi-faceted environment.
You have the ability to work independently while supporting a team environment.
You have the ability to effectively deal with change and help foster an environment open to change.
You maintain a positive demeanor and foster team spirit.
You are bilingual (English/ French)
You are available to drive on a larger area to meet client for larger loss in Quebec. (Montreal, North and Southshore , Eastern Township, Laurentians etc)
You have demonstrated good attendance and promptness.
5-7 years of field residential claims experience, more would be an asset.
Valid driver's license
CIP/FCIP designation is an asset.
An AMF issued claims adjusting license is a requirement to be considered for this role
Who We Are
As part of TD Bank Group, one of Canada's largest financial institutions, at TD Insurance, we care for Canadian families, making it easy to get the best advice, protection, and support in their moments of need, always.
TD Insurance offers a wide range of products, including General Insurance and Life and Health. More than four million customers count on us.
As the largest direct to consumer insurer in Canada, we are always innovating and providing exciting and rewarding career opportunities for our Canada-wide workforce.
Our Total Rewards Package
Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical, and mental well-being goals. Total Rewards at TD includes a base salary, variable compensation, and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs. Learn more
Additional Information:
We're delighted that you're considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we're committed to providing the support our colleagues need to thrive both at work and at home.
Please be advised that this job opportunity is subject to provincial regulation for employment purposes. It is imperative to acknowledge that each province or territory within the jurisdiction of Canada may have its own set of regulations, requirements.
Colleague Development
If you're interested in a specific career path or are looking to build certain skills, we want to help you succeed. You'll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities. Whether you have a passion for helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization at TD – and we're committed to helping you identify opportunities that support your goals.
Training & Onboarding
We will provide training and onboarding sessions to ensure that you've got everything you need to succeed in your new role.
Interview Process
We'll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.
Accommodation
Your accessibility is important to us. Please let us know if you'd like accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process.
We look forward to hearing from you!
Language Requirement:
Maîtrise d'une langue autre que le français pour offrir du soutien ou traiter avec des employés ou des collègues qui ont besoin de services et de soutien dans une langue autre que le français /This position requires proficiency in a language other than French to support or deal with customers who require services and support in a language other than French.
