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About the Role

As the Claims Quality Management Specialist, you will plan, prioritize and perform quality observations, review claims, assess performance, identify trends and deliver feedback and coaching to Claims leaders for National Accident Benefits claims. You will lead quality training sessions to ensure consistency in the application of claims handling standards, client service and quality management.

Responsibilities

• Performing quality reviews on service and intermediate claims to understand and inform achievement of quality management key performance indicators (KPIs).
• Participating in the preparation of reports on department KPIs, including recommendations to address areas of improvement.
• Conducting quality management reviews for Claims leaders with a focus on consistency in application of behaviours based skill sets and claims handling outcomes across the department.
• Partnering with Learning colleagues to design, deliver and facilitate calibration workshops and training to address quality improvement trends.
• Delivering timely feedback and coaching to support mastery and autonomy in quality management, compliance and legislative reviews.

Requirements

• You have an innovative mindset to improve operational efficiencies and ability to influence change, with a primary focus on client needs.
• You use critical thinking skills to recognize assumptions, evaluate arguments, draw conclusions and proactively propose solutions.
• You have strong communication skills to clearly convey messages and explore diverse points of view.
• You build trusting relationships and provide guidance to support the development of colleagues.
• You have 5 years of experience in accident benefits claims handling.
• You have expert knowledge of claims handling and an excellent understanding of the application of client service principles.
• You have superior knowledge and application of the client service principles, insurance policy wordings, legislation, regulations and construction practices, as applicable to the claims discipline.
• This position primarily works with majority non-francophone groups, and teams located outside of Québec, and requires proficiency in English.
• You will travel occasionally.
• Extended work hours, including evenings and weekends, may be required.
• You will be subject to a Background check as a condition of employment, in the event you are the successful candidate.

Skills

• English
• French

Location

• Hybrid

Work Type

• Temporary Full-Time
• Hybrid (2 days in office)

Experience Level

• 5 years of experience in accident benefits claims handling

Education Level

• Post-secondary education in a related discipline
• Fellow Chartered Insurance Professional (FCIP) designation
• Chartered Insurance Professional (CIP) designation

Salary/Compensations

• $72,847 - $121,411

Benefits

• Training and development opportunities
• Flexible work options
• Paid time off
• Holistic approach to well-being
• Physical and mental health programs
• Supportive workplace culture
• Volunteer opportunities

About the Company

• We are a leading Canadian financial services co-operative committed to being a catalyst for a sustainable and resilient society.
• Our Claims team aspires to create peace of mind for our clients and our communities.
• Our national team of knowledgeable and trusted professionals serve our clients with compassion.
• We are passionate about continuous improvement and operate with high-integrity, motivated by our desire to do the right thing for our clients.