Bilingual Claims Advisor I

Work

Location:
Markham, Ontario, Canada Hours: 35 Line of Business: TD Insurance Pay Details: 52,700 $/$52,700
- 74,400 $/$74,400 CAD TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, geographic location, and other specific business and organizational needs. As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.

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; elevate 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 elevate 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

EXP