Customer Care Claims Specialist

3 weeks ago

Thornhill, Canada CAA Club Group Full time

**About Us**:
Our P&C Insurance Company offers a dynamic professional environment which strives to offer the ultimate customer experience. We share in each other’s successes, drive change and support each other while cultivating a great working environment to deliver on what is best for the customer.

**Who we are**:
Get ready to drive your career forward. Life at CAA Club Group is fast paced, performance-driven and rewarding.
We value our Associates' career growth and ongoing professional development - and we regularly recognize their achievements and outstanding results.
We are caring. We are leaders. We are innovators. We are collaborative.
We work hard and play hard. We're about doing what's right and feeling good about it.

**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.

**Our Commitment**:
We are an equal opportunity employer and are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005 (AODA). CAA CCG will provide accommodations to job applicants with disabilities throughout the recruitment process. If you require an accommodation, please notify us and we will work with you to meet your needs.

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