Claims Quality Assurance Manager

5 days ago

Remote, Canada CRU GROUP Full time

About CRU GROUP

Founded in 2004, CRU GROUP provides staffing solutions and claims management services for the Property & Casualty industry across North America. CRU Adjusting Group currently operates three main units: Catastrophe Response Unit Inc. Canada, Catastrophe Response Unit USA Inc. and a specialty claim adjusting firm Maltman International. The Group's Head Office is in Toronto, Canada.

This role is responsible for ensuring that CRU GROUP maintains the highest quality of adjuster performance and ensures delivery of the promise of Quality, Productive and Effective adjusters on all deployments, in all adjusting positions, across Canada. As a front-line representation of Quality file handling, the Quality Assurance Manager will review active and closed files as well as the narrative reports of adjusters; Produce feedback and conduct coaching and training sessions as a group or one on one. Working with key operational leaders, the CQAM will also review and adjust scorecard metrics where required for optimal scorecard accuracy, and work to improve results, continuously. This role will assist with the enforcement client contract compliance as well as billing accuracy and as a key developmental resource, will coordinate with AIA to ensure that required training is delivered as needed.

Reporting to: SVP Intelligence, Quality and Transformation

RESPONSIBILITIES:

Adjuster Performance & Productivity

  • Claims Technical Accuracy and Productivity monitoring
  • Client scorecard results (Contract Adherence)
  • Quality Auditing of individual files
  • Reporting review and approval

Coaching/Training

  • Adjuster development
  • Performance Improvement Plans
  • System Use and Best Practices

REQUIRED QUALIFICATIONS:

  • Team lead experience
  • Property & Auto Claims handling experience
  • Field Claims Experience
  • "Full" Adjuster license in Home Province
  • Located anywhere in Canada
  • Comfort and familiarity with o365 and related software
  • Familiarity with various Insurance Industry related software

Qualifications and Experience

  • Knowledge and comfort with the Office 365 suite of software products
  • Ability to positively influence staff, peers, colleagues and client.
  • Excellent verbal & written communication skills;
  • Attention to detail
  • Monitor quality and consistency of results; practices continuous improvement
  • Ensuring customer service satisfaction;
  • Flexibility with work schedule during CAT events.
  • Strong and proven analytical capabilities that support achievement of goals and targets and the development of processes, programs and tactics to maintain, evolve and continuously improve the business.
  • Sound professional judgement, self-motivated and an ability to take initiative and embrace challenging situations when issues are presented;
  • Experience in the insurance industry.

Job Type: Permanent Role

Work Location: Remote

Job Type: Fixed term contract

Benefits:

  • Dental care
  • Extended health care
  • Vision care

Work Location: Remote

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