Our employees are at the heart of everything we do. Together, we help people, businesses, and society prosper in good times and be resilient in bad times.
Our employee promise represents Intact’s commitment to you in exchange for living our Values, striving to do your best work, being open to change and investing in your career. In return, we promise to provide support, opportunities and performance-led financial rewards at a workplace where you can shape the future, win as a team and grow with us.
About the role
We’re looking for a Claims Relationship Manager to join our growing team!
Are you passionate about turning challenges into opportunities and providing exceptional customer experiences? Join our dynamic team as a Claims Relationship Manager, where you will be at the forefront of resolving complex customer claims issues and enhancing client satisfaction. In this role you will dive into customer claims files, collaborate with various business units, and leverage your claims technical expertise to make impactful decisions.
If you’re ready to make a different and drive positive change, this is the role for you!
What you'll do here:
Handle escalated customer claims:
Analyze complex, escalated claims in accordance with the Complaint Handling Protocol
Conduct thorough fact-finding using all available resources and cross-functional inputs
Make sound, compliant decisions aligned with company guidelines and policies
Support on executive level, better business bureau, and social media complaints
Deliver exceptional stakeholder service:
Provide outstanding service to customers and brokers throughout the complaints process
Re-establish understanding and positive rapport with customers, vendors, and brokers
Offer coaching, technical guidance, and recommendations to internal and external stakeholders to resolve problem claim files, and follow through on resolution implementation
Collaborate with the Customer Complaints Resolution Office on complex cases
Monitor and manage channels:
Maintain and manage the Broker Escalations database with a high level of accuracy and adherence to best practices
Act as Business Risk Compliance Office representative for Claims West
Insight and continuous improvement:
Prepare studies or briefs for management highlighting trends, root causes, and opportunities to reduce complaint recurrence
Regularly review adherence to business processes and compliance requirements
Proactively identify and implement efficiency improvements within the team
Project work:
Participate in special projects as needed, contributing subject-matter expertise and practical recommendations
What you bring to the table:
Extensive knowledge of property, auto and/or casualty claims. Minimum of 8 years experience managing and/or processing insurance claims is required
University degree or any combination of training and experience deemed relevant for the role
Completed or working towards completion of CIP designation
Very strong understanding of policy wordings and application, Claims Guidelines, Best Practices, and Standard Operating Procedures
Strong investigative skills and ability to think critically
Exceptional customer service skills and ability to proactively seek solutions for customers
Superior written and verbal communication skills including proven ability to deliver unfavorable news
Proficient in diffusing situations with customers, brokers, and other stakeholders showing resilience when under stress
Passion for continuous improvement and ability to mentor and coach peers
Excellent priority management, organizational, and multi-tasking skills
Ability to work independently demonstrating autonomy
Strong working knowledge of various Provincial regulatory requirements
Proficiency with computer software including Word, Excel, and SharePoint
Experience using Guidewire (CC) and Salesforce (C360) is an asset
This role is eligible for employee referral bonus. #myReferrals3000
#LI-Hybrid
Il s'agit d'un nouveau rôle au sein de notre équipe en plein croissance | This role is a new member of our growing team.
We are an equal opportunity employer
At Intact, our Value of respect is founded on seeing diversity as a strength. We strive to create an accessible workplace where employees feel valued, included and encouraged to share their unique perspectives.
We encourage applications from individuals who are members of equity-deserving groups, including but not limited to women, Indigenous peoples, persons with disabilities, Black people, and members of the 2SLGBTQI+ community.
As part of Intact’s commitment to reconciliation, we acknowledge that we work, meet and travel across the land currently called Canada, originally inhabited by First Nations, Metis and Inuit people. This history extends through many centuries and continues to evolve today.
We have policies to ensure equal access and participation for people with disabilities, including providing workplace adjustments (accommodations). A copy of applicable policies is available on request.
If we can provide a specific adjustment to make the recruitment process more accessible for you, please let us know when we reach out about a job opportunity. We’ll work with you to meet your needs.
Learn more about our recruitment process and your candidate journey here.
Please note that Intact does not provide sponsorship or other support for immigration-related matters including but not limited to employer-specific closed work permits. Candidates must be eligible to work in Canada from the anticipated start date and throughout their employment and are solely responsible for maintaining their work eligibility.
If you are an employee of Intact or belairdirect, please apply for this role on Internal Career Site.
