Job title: Claims Team Leader, Auto
Company: Northbridge Financial Corporation
Job description: We’re Northbridge Financial. We’re proud to be 100% Canadian and owned by Fairfax Financial. We serve through our Northbridge Insurance, Federated Insurance, and TruShield Insurance brands. We have a reputation for being one of Canada’s leading commercial property and casualty insurance company. Our employees are dedicated to understanding the needs of our customers and we go above and beyond to help Canadian businesses have a safer and brighter future. We’re a company of passionate people who put people first. Do you want to join a team that believes in working hard – and having fun at work – all while making a difference? Look no further than Northbridge.
The Team Leader is responsible for providing efficient and prompt investigation, evaluation, negotiation, and settlement of larger size and/or moderately complex claims in accordance with corporate guidelines. In addition, this position is responsible for the coaching and mentoring of the claims staff by ensuring the effective operation of the unit by coordinating, directing, and enhancing claims procedures.
KEY ACCOUNTABILITIES:
Ensure the effective operation of the unit by coordinating and enhancing workflow and operational procedures.
Coordinate distribution and handling of all new claims.
Ensure that quality initiatives within the claims unit and within the company as a whole are implemented regarding the adjusting of claims in order to promote service that surpasses insured and broker expectations.
Monitor independent adjusters to ensure that company policies are followed.
Monitor and control reinsurance procedures and activities.
Collaborate with Underwriting and Accounting departments to solve problems and to identify/implement new and better strategies to handle current functions and operations.
Ensure all documentation and diary systems are current and maintained.
Prepare reports for internal and external parties.
Support the adherence to service standards by communicating effectively with all parties involved.
Ensure that service levels to both internal and external customers are in accordance with company/departmental strategies and initiatives.
Ensure that information is provided on a timely basis and is coordinated with other segments of the company’s operations.
Ensure that insureds/claimants/brokers are fully informed of the status of the claims.
Develop and maintain excellent customer relationships through face-to-face visitations, e-mail and telephone interactions.
Foster productive business relationships with the broker, Insured, service providers and other carriers.
Ensure the accurate and efficient payment of claims in accordance with legislative requirements.
Conduct re-evaluations of reserves for adjustment as necessary.
Conduct over authority reserve reviews in accordance with guidelines in a prompt and professional manner.
Oversee summaries and files for litigation, mediation/arbitration, and multidisciplinary assessments.
Establish and monitor litigation disposition plans.
Coach adjusters on how to direct activities of defense counsel to ensure an appropriate resolution.
Attend and participate in meetings, mediations, arbitrations, settlement conferences, pre-trials/trials.
Participate in case law reviews.
Investigate, appraise/scope, confirm coverage, negotiate settlement and recovery, and conduct reporting and documentation of claims of larger size and/or increased complexity in accordance with established guidelines as required.
Evaluate, analyze and interpret policy wordings in order to determine coverage applicable to the loss.
Mentor staff to obtain the type of required documentation necessary to support claims in accordance with company policy, as well as federal, provincial, and local regulations.
Review and interpret available coverage, recognizing policy exclusions, and applying facts of loss.
Develop relationships with other departments such as underwriting in order to meet business goals and to identify/implement new and better strategies to handle current functions and operations.
Understand and apply best business practices towards compliance, internal control and operational risk controls in accordance to national standards and regulatory standards and policies.
Participate in monthly claims audits.
Monitor workflow and assignments through monthly audits in order to ensure that quantity and quality guidelines are met.
Conduct regular open and closed file reviews/audits in accordance with Corporate guidelines
Review all threshold claims to ensure appropriate claims handling as required.
Work collaboratively with Managers/Directors on special projects and assignments requiring advanced technical skills and knowledge when required.
Responsible for the coaching/mentoring of the team.
Provide effective coaching and motivation of staff.
Provide individual and team feedback for the purpose of coaching staff to meet or exceed planned results and service levels
Perform quality control checks on work performed by less experienced claims adjusters and support staff.
Assess staff training and development needs and provide recommendations for training opportunities to build a competent staff capable of performing all claims functions within the unit.
Provide training, development, and technical guidance to colleagues regarding products, systems, and processes.
Support the completion of peer file reviews and audits.
Participate in audits as required.
Other duties as assigned.
SKILL/BEHAVIOUR REQUIREMENTS:
Ability to understand and interpret complex insurance contracts and changes in the interpretation as a result of case or statuary law.
Ability to demonstrate patience, empathy and understanding in dealings with customers.
Ability to provide prompt, efficient, and courteous service to all parties involved.
Ability to assess liability and understand case law developments in the jurisdiction.
Demonstrated negotiation skills.
Strong analytical, problem-solving skills, investigative, and decision-making skills.
Demonstrated report-writing skills, including an orientation toward detail and precision.
Able to plan, organize, and manage multiple demands and changing priorities.
Demonstrated ability to work well as a team player or independent contributor; Self-motivated.
Strong leadership skills and interpersonal skills.
Excellent communication (both oral and written) skills to explain processes and terms.
QUALIFICATIONS:
Post-secondary education and / or equivalent on the job experience
Minimum 7-10 years Claims adjusting experience examining complex claims.
Working knowledge of the company principles and practices related to claims settlement, policy wordings, insurance contracts, fraud investigations, serious losses and coverage questions.
Ability to work within and adapt to PC oriented environments, including familiarity with e-mail and Internet skills. Advanced knowledge of Microsoft Office.
Completion of the CIP/FCIP designation.
Fluently bilingual (English / French) is a definite asset (a requirement in Quebec Region).
WORKING CONDITIONS:
Indoors in normal office environment with little exposure to excessive noise, dust, fumes, vibrations, and temperature.
Frequent computer use at workstation.
Infrequent travel to visit clients, brokers, industry events and attend off-site training workshops.
Customer visits may require suitable clothing for heavy weather and dirty or oily environments.
#L1-NW1 #hybrid
At Northbridge Financial we embrace and celebrate you and are committed to creating an inclusive workplace for all! No matter who you are or what makes you unique, we welcome you. Please let us know how we can assist or accommodate you during the selection process.
Expected salary:
Location: Calgary, AB
Job date: Thu, 25 Jan 2024 04:59:33 GMT
