Team Leader, Claims Customer Care Centre New

6 months ago

Mississauga, Canada Definity Financial Corporation Full time

Job ID : 7544
Category : Claims
Brand : Definity
Regular/Temporary : Regular
Fulltime/Parttime : Full Time
Location : Mississauga, Canada
Posting Range : $66,300 - $122,100

Definity is the parent company to some of Canada’s most long-standing and innovative insurance brands, including Economical Insurance, Sonnet Insurance, Family Insurance Solutions, and Petline Insurance. Our ambition is to be one of Canada’s leading and most innovative property and casualty insurers. We can’t do that without our people, so we embrace and encourage a culture that’s collaborative, ambitious, rewarding, and empowering.

We offer a flexible, hybrid work experience where employees work from the office and virtually depending on the type of work they are doing and who they are working with. Bring your true self and be a part of our journey. It’s better here.

**What can you expect in this role?**
- Provide guidance, on-the-job training and technical instructions to assigned staff relative to performance, productivity, personal conduct and adherence to processes and corporate policies and procedures.
- Coach and develop the team to improve customer experience and minimize leakage through efficient and accurate data capture and keying in claims system
- Conduct regular huddles to motivate, listen, engage, exchange ideas and solve problems with the team
- Conduct audits and regularly review KPIs and metrics to identify opportunities for improvement; direct and coach CCA’s in areas for improvement
- Actively resolve customer issues and concerns
- Regularly review customer feedback, complaints and other data to identify root cause issues and establish workflows to improve the experience
- Ensure service levels are met through ongoing and active monitoring of shift adherence, not ready time, unplanned absences and active collaboration with Work Force Optimization
- Identify and execute on methods of increasing preferred vender use through coaching, call listening, peer sharing of best practices, etc.
- Regularly review CCA’s work product (data quality) for identification of coaching and improvement opportunities
- Assist with the selection of staff, and make recommendations for new hires
- Provide feedback to advance analytics, fraud, subrogation and other support areas on needs of operation to improve overall claims financial management
- Work with foundational support services - workforce optimization, analytics and reporting, learning and development, continuous improvement, vender management, human resources - to drive operational improvements

**What do you bring to the role?**
- 2-3 years claims adjusting experience or contact centre experience
- Strong insurance knowledge applied across a range of claim types, both personal and commercial
- Previous leadership experience preferred
- Property claims experience is an asset
- Strong verbal and written communication skills
- Able to work independently, and manage effectively in a fast-paced environment
- Excellent organizational, negotiation, analytical and interpersonal skills
- Claims system expertise - Claim Centre (InsureCloud) ,CDS, Guide Wire, Salesforce and Verient, etc.
- Advanced skills in MS Excel and MS Word
- Fluently bilingual in English and French is a requirement

Posting Range: $66,300 - $122,100

**What's in it for you?**
- Hybrid work schedule for most roles
- Company share ownership program
- Pension and savings programs, with company-matched RRSP contributions
- Paid volunteer days and company matching on charitable donations
- Educational resources, tuition assistance, and paid time off to study for exams
- Focus on inclusion with employee groups, support for gender affirmation surgery, access to BIPOC counsellors, access to programs for working parents
- Wellness and recognition programs
- Discounts on products and services

**Go ahead and expect a lot — you deserve it.**
It's better here — but don't take our word for it. Definity was named by Great Place to Work® as one of the Best Workplaces in Canada for women, for youth, and for inclusion.

**Background checks**
This role requires successful clearance of background checks (including criminal checks and leadership references).

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