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Bilingual claims advisor i
3 months ago
Lieu de travail: Canada
Horaire: 35
Secteur d’activité: TD Assurance
Détails de la rémunération:
Nous avons à cœur d’offrir une rémunération juste et équitable à tous nos collègues. En votre qualité de candidat, nous vous encourageons à avoir une conversation franche avec un membre de notre équipe des RH et à poser des questions sur la rémunération, notamment les particularités salariales de ce poste.
Description du poste:
KEY ACCOUNTABILITIES
CUSTOMER
- Engage customers in conversations to understand and meet their needs by providing them with advice and service regarding coverage and the claims process.
- Provide sound claims advice at every customer interaction to create a legendary customer experience; look for ways to contribute to the on-going improvement of the overall customer experience.
- Ensure customer problems are handled appropriately and escalating issues when necessary; refer customers to appropriate team members or internal partners as appropriate.
- Demonstrate flexibility to be able to change activities based on customer and business needs.
- Create a legendary customer experience at every interaction and look for ways to contribute to on-going improvement of the overall customer experience.
SHAREHOLDER
- Prioritize and manage own workload to meet SLA requirements for service and productivity.
- Consistently exercise discretion in managing correspondence, information and all matters of confidentiality; escalate issues where appropriate.
- Be knowledgeable of practices and procedures within own area of responsibility and keep abreast of emerging trends for claims assessment and litigation.
- Protect the interests of the organization - identify and manage risks, and escalate non-standard, high risk transactions / activities as necessary.
- Contribute to business objectives for Operational Excellence.
- Support the timely and accurate completion of business processes and procedures.
- Ensure documentation that is prepared / completed is accurate and properly reflects client / business intentions and is consistent with relevant rules / regulations.
- Identify, suggest and actively participate in process improvement opportunities.
- Acquire and apply expertise in the discipline, provide guidance, assistance and direction to others.
- Identify, recommend and effectively execute standard practices and procedures applicable to insurance claims.
- Keep abreast of emerging issues, trends, and evolving regulatory requirements and assess potential impacts.
- Maintain a culture of risk management and control, supported by effective processes in alignment with risk appetite.
- Assume responsibility to minimize operational and regulatory risk by complying with Bank and industry Code of Conduct.
EMPLOYEE / TEAM
- Participate fully as a member of the team, support a positive work environment that promotes service to the business, quality, innovation and teamwork and ensure timely communication of issues/ points of interest.
- Support the team by continuously enhancing knowledge / expertise in own area and participate in knowledge transfer within the team and business unit.
- Keep current on emerging trends/ developments and grow knowledge of the business, related tools and techniques.
- Participate in personal performance management and development activities, including cross training within own team.
- Keep others informed and up-to-date about the status / progress of projects and / or all relevant or useful information related to day-to-day activities.
- Contribute to the success of the team by willingly assisting others in the completion and performance of work activities; provide training, coaching and/or guidance as appropriate.
- Contribute to a fair, positive and equitable environment that supports a diverse workforce.
- Act as a brand champion for the business area/function and the bank, both internally and/or externally.
BREADTH & DEPTH
- Apply foundational level of knowledge to handle routine with minimum risk.
- Handle some limited situations for Core Auto, Life & Health, and Residential claims.
- Has limited claim settlement authority and requires next level approval for claims in excess of their authority limit.
- Complete work within specifically defined parameters with guidance /direction from management as necessary.
- Leverage the Claims Resources Team to make file decisions on liability and assessment.
- Intermediate level knowledge with some form of related training and/or related experience or skills; Industry accreditation and training generally required.
- Typically reports into a Team Manager.
EXPERIENCE & EDUCATION
- College/ University degree.
- 2+ years relevant experience.
LANGUAGE
- Must be fluently Bilingual in English & French.
