Position Details
What You Will Do
- Responsible for investigating and responding to escalated customer concerns and complaints in an effective and timely manner
- Liaise with Ombudsman’s office to resolve any customer concerns pertaining to Claims handling and settlement
- Act as a primary contact for various distribution channels i.e. Broker, Direct, Clubs, Regional Insurance Agents to resolve any claims issues and claim handling concerns
- Track customer complaints, NPS stats and gaps in coverage and product
- Provide reporting and trending about the customer experience and cancellation sources to the leadership team
- Identify opportunities and make recommendations for process improvements to improve the member experience, within the local store, retail channel and insurance organization
- Complete new claim intake process through telephone contact / written contact with Members by entering full claim details into the claim operating system.
- Confirm coverage with the Member by comparing insurance contact details with the loss details
Who You Are
- Post-secondary education completed and equivalent work experience in a related field
- 3 - 5 years of relevant experience
- Insurance Claims experience is required
- CIP designation is preferred
- Excellent customer service experience
- Must have excellent verbal and written communication skills
- Strong working knowledge of Microsoft Office Suite
- Ability to work in cross functional teams
- High level of attention to detail
- Strong problem solving and analytical skills
What’s In It For You
- Competitive salary
- Annual bonuses and merit increases
- 3 weeks’ vacation
- Flexible benefit plan
- Defined Contribution Pension
- Complimentary CAA Membership
As an organization we are focused on Member safety, which includes the safety and well-being of our Associates. Therefore, you must be and remain fully vaccinated as a condition of employment.
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