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Claims Officer

2 weeks ago

Saint John, New Brunswick, Canada TD Full time $60,000 - $90,000 per year

Work Location:

Saint John, New Brunswick, Canada

Hours:

35

Line of Business:

TD Insurance

Pay Details:

$42,200 - $63,400 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.

Job Description:

Act as the initial point of contact for all claims and provide frontline service, advice on policy coverage and the claims process for express claims (eg. claims that meet straight through process eligibility requirements. Role also triages incoming calls and re-directs to appropriate areas.

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
  • Understand and apply operating policies and procedures for supporting the accuracy of all straight through claims
  • Contribute to business objectives for Operational Excellence
  • Support the timely and accurate completion of business processes and procedures
  • Escalate non-standard or high risk activities as necessary
  • Complete investigations – report / escalate risk issues or process gaps identified
  • Identify and recommend opportunities to enhance productivity, effectiveness and operational efficiency
  • Ensure necessary due diligence to support the accuracy of all customer transactions / activities
  • Be knowledgeable of and comply with Bank 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
  • Participate in personal performance management; meet professional/personal development objectives by utilizing learning maps and external courses as required
  • 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 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

  • Use basic level of knowledge to handle Fast Track claims, working within prescribed, established or documented set of parameters/procedures
  • Handle Fast Track Auto, Life & Health, Residential and Accident benefits claims
  • Complete straight through process for claims that meet the eligibility requirements
  • Wok within well-defined rule-based guidelines, accountable for completing low-risk, repetitive processes within standardized framework and generally limited financial impact
  • Completes single-step transactions using a limited number of systems and/or apps
  • Identify issues and escalates internally; typically addressing routine minimal discretion
  • Collaboratively work with internal and external partners to ensure claims are handled accurately and in a timely manner
  • May require industry accreditation and training
  • Typically reports into Team Manager I

EXPERIENCE & EDUCATION

  • College/ University degree
  • 1+ years relevant experience

Who We Are:

As part of TD Bank Group, one of Canada's largest financial institutions, at TD Insurance, we care for Canadian families, making it easy to get the best advice, protection, and support in their moments of need, always.

TD Insurance offers a wide range of products, including General Insurance and Life and Health. More than four million customers count on us.

As the largest direct to consumer insurer in Canada, we are always innovating and providing exciting and rewarding career opportunities for our Canada-wide workforce.

Our Total Rewards Package

Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical, and mental well-being goals. Total Rewards at TD includes a base salary, variable compensation, and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs. Learn more

Additional Information:

We're delighted that you're considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we're committed to providing the support our colleagues need to thrive both at work and at home.

Please be advised that this job opportunity is subject to provincial regulation for employment purposes. It is imperative to acknowledge that each province or territory within the jurisdiction of Canada may have its own set of regulations, requirements.

Colleague Development

If you're interested in a specific career path or are looking to build certain skills, we want to help you succeed. You'll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities. Whether you have a passion for helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization at TD – and we're committed to helping you identify opportunities that support your goals.

Training & Onboarding

We will provide training and onboarding sessions to ensure that you've got everything you need to succeed in your new role.

Interview Process

We'll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

Accommodation

Your accessibility is important to us. Please let us know if you'd like accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process.

We look forward to hearing from you

Language Requirement (Quebec only):

Sans Objet