Lead Insurance Specialist, Recovery Services

Title: Lead Insurance Specialist, Recovery Services

Employee Working Location: Partially Virtual / Hybrid (Canada)

Employment Status: Temporary Full-time (12 Months)

The Canadian Red Cross (Red Cross) - an inspirational not for profit organization, helps people and communities in Canada and around the world in times of need and supports them in strengthening their resilience. As a Canada's Best Employers 2026 , we are committed to having an accessible, diverse, inclusive, and barrier-free work environment.

In this role, you will :

• Provide subject matter expertise on insurance considerations within Recovery Services, supporting case management teams and impacted individuals, households, small businesses, and not-for-profit organizations to interpret insurance documentation, policy limitations, claim decisions, payouts, exclusions, deductibles, and coverage gaps in plain language and in alignment with approved program directives.
• Provide one-on-one education, information, and support to help clients understand insurance concepts, documentation requirements, claims processes, and considerations that may affect their broader recovery planning. Offer educational guidance while maintaining clear role boundaries: clients navigate their own insurance claim path and make their own coverage decisions.
• Conduct targeted insurance reviews on complex case files, including cases where insurance coverage is unclear, claim outcomes may affect eligibility, or additional analysis is required to support non-duplication of assistance and defensible decision-making.
• Work collaboratively with Case Managers, Associate Managers, Program Implementation Specialists, Review Unit contributors, and Recovery leadership across Canada to participate in case discussions, provide clear recommendations, support accurate case notes, document rationale, and maintain timely updates on client interactions in Red Cross systems.
• Develop, maintain, and improve practical insurance guidance, tools, fact sheets, briefing materials, and learning resources that help Recovery personnel apply insurance related considerations consistently across operations.
• Deliver training, coaching, and technical support to case management and recovery teams to strengthen understanding of insurance fundamentals, claims processes, documentation standards, and escalation pathways.
• Identify emerging insurance-related trends, risks, barriers, and service gaps across recovery operations, and provide strategic insights to inform program design, operational guidance, reporting, and continuous improvement.
• Liaise, where appropriate, with internal Insurance Services, operational teams, external partners, insurers, brokers, and community stakeholders while maintaining neutrality, transparency, and clear role boundaries as a Red Cross service that is not affiliated with insurance companies, adjusting firms, or legal practices.
• Support equitable, trauma-informed, and accessible insurance navigation across Canada, adapting service delivery to meet community needs, including clients who prefer in-person support or have limited connectivity.

What we are looking for :

• Minimum of 8 years of progressive experience in the Canadian insurance industry, with a strong understanding of how claims are managed and resolved across different types of property coverage; a combination of relevant education and experience may be considered.
• University degree in business administration, public administration, social sciences, insurance, risk management, or a related field, or an equivalent combination of education, training, and experience.
• Proven expertise in insurance claims processes, including interpreting policy language, reviewing claim decisions, assessing settlements, identifying coverage gaps, and providing education and information about considerations relevant to complex or sensitive cases.
• Previous experience as an insurance adjuster, independent or staff, is strongly preferred; significant experience in claims management, damage assessment, property insurance, or related insurance roles may also be considered.
• Experience providing client-facing support, consultation, or advisory services in insurance, recovery, community programs, or other sensitive service environments.
• Excellent verbal and written communication skills, including active listening and the ability to convey complex information clearly and accessibly to varied audiences.
• Demonstrated ability to work collaboratively with cross-functional teams and diverse internal and external stakeholders, while supporting consistent documentation, reporting, and compliance with organizational and funder requirements.
• Strong analytical, problem-solving, and judgement skills, including the ability to assess complex situations, identify risks, anticipate outcomes, and balance technical inputs with client-centred and strategic objectives.
• Proficiency in Microsoft Office applications, including Word, Outlook, Excel, and PowerPoint; experience using SharePoint and case management, reporting, or tracking systems is an asset.
• Fluency in English is required; French is an asset.

Working Conditions :

• The work may involve frequent and urgent changes in priorities, requiring the ability to make decisions under pressure, manage multiple and conflicting deadlines, and work at an unpredictable pace.
• The role may include fieldwork, deployment to emergency operations, and domestic travel to support recovery activities.
• When not travelling, deployed, or required to attend in-person meetings or activities, work is home-office based.
• Travel may include work in generally safe locations with potential exposure to moderate adverse conditions requiring attention to personal safety.
• Work requires interactions with clients who may be experiencing stressful situations, including individuals, families, and communities impacted by disasters.
• Eligibility to work in Canada: At this time, we welcome applications from candidates eligible to work in Canada. If you are not a citizen or permanent resident of Canada, we encourage you to carefully review your visa to confirm whether you are eligible to work in the job you are considering applying for.
• If selected for this role, you will be required to complete a successful pre-employment screening process, which includes a satisfactory Enhanced Police Information Check.