Bilingual Claims Advisor- First Response Center (Saint John, NB, Halifax or Markham)

Work Location:

Canada

Hours:

35

Line of Business:

TD Insurance

Pay Details:

We’re committed to providing fair and equitable compensation to all our colleagues. As a candidate, we encourage you to have an open dialogue with a member of our HR Team and ask compensation related questions, including pay details for this role.

Job Description:

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
• Consistently exercise discretion in managing correspondence, information and all matters of confidentiality; escalate issues where appropriate
• Be knowledgeable of practices and procedures within own area of responsibility and keep abreast of emerging trends for claims assessment and litigation
• Protect the interests of the organization – identify and manage risks, and escalate non-standard, high risk transactions / activities as necessary
• Contribute to business objectives for Operational Excellence
• Support the timely and accurate completion of business processes and procedures
• Ensure documentation that is prepared / completed is accurate and properly reflects client / business intentions and is consistent with relevant rules / regulations
• Identify, suggest and actively participate in process improvement opportunities
• Acquire and apply expertise in the discipline, provide guidance, assistance and direction to others
• Identify, recommend and effectively execute standard practices and procedures applicable to insurance claims
• Keep abreast of emerging issues, trends, and evolving regulatory requirements and assess potential impacts
• Maintain a culture of risk management and control, supported by effective processes in alignment with risk appetite
• Assume responsibility to minimize operational and regulatory risk by complying with Bank and industry 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
• Keep current on emerging trends/ developments and grow knowledge of the business, related tools and techniques
• Participate in personal performance management and development activities, including cross training within own team
• 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 the success of the team by willingly assisting others in the completion and performance of work activities; provide training, coaching and/or guidance as appropriate.
• 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

• Apply foundational level of knowledge to handle routine with minimum risk
• Handle some limited situations for Core Auto, Life & Health, and Residential claims
• Has limited claim settlement authority and requires next level approval for claims in excess of their authority limit
• Complete work within specifically defined parameters with guidance /direction from management as necessary
• Leverage the Claims Resources Team to make file decisions on liability and assessment
• Intermediate level knowledge with some form of related training and/or related experience or skills; Industry accreditation and training generally required
• Typically reports into a Team Manager

EXPERIENCE & EDUCATION

• Fully Bilingual English and French