Claims Relationship Manager

Together, we help people, businesses, and society prosper in good times and be resilient in bad times.
In return, we promise to provide support, opportunities and performance-led financial rewards at a workplace where you can shape the future, win as a team and grow with us.

We’re looking for a Claims Relationship Manager to join our growing team!

Are you passionate about turning challenges into opportunities and providing exceptional customer experiences? Join our dynamic team as a Claims Relationship Manager, where you will be at the forefront of resolving complex customer claims issues and enhancing client satisfaction. In this role you will dive into customer claims files, collaborate with various business units, and leverage your claims technical expertise to make impactful decisions.

Handle escalated customer claims:
Analyze complex, escalated claims in accordance with the Complaint Handling Protocol
Make sound, compliant decisions aligned with company guidelines and policies
Support on executive level, better business bureau, and social media complaints

Deliver exceptional stakeholder service:
Provide outstanding service to customers and brokers throughout the complaints process
Re-establish understanding and positive rapport with customers, vendors, and brokers
Offer coaching, technical guidance, and recommendations to internal and external stakeholders to resolve problem claim files, and follow through on resolution implementation
Collaborate with the Customer Complaints Resolution Office on complex cases

Monitor and manage channels:
Maintain and manage the Broker Escalations database with a high level of accuracy and adherence to best practices
Act as Business Risk Compliance Office representative for Claims West

Insight and continuous improvement:
Prepare studies or briefs for management highlighting trends, root causes, and opportunities to reduce complaint recurrence
Project work:
~ Participate in special projects as needed, contributing subject-matter expertise and practical recommendations

Extensive knowledge of property, auto and/or casualty claims. Minimum of 8 years experience managing and/or processing insurance claims is required
University degree or any combination of training and experience deemed relevant for the role
Very strong understanding of policy wordings and application, Claims Guidelines, Best Practices, and Standard Operating Procedures
Exceptional customer service skills and ability to proactively seek solutions for customers
Superior written and verbal communication skills including proven ability to deliver unfavorable news
Proficient in diffusing situations with customers, brokers, and other stakeholders showing resilience when under stress
Passion for continuous improvement and ability to mentor and coach peers
Excellent priority management, organizational, and multi-tasking skills
Strong working knowledge of various Provincial regulatory requirements
Proficiency with computer software including Word, Excel, and SharePoint
Experience using Guidewire (CC) and Salesforce (C360) is an asset

This role is eligible for employee referral bonus. #At Intact, our Value of respect is founded on seeing diversity as a strength. We encourage applications from individuals who are members of equity-deserving groups, including but not limited to women, Indigenous peoples, persons with disabilities, Black people, and members of the 2SLGBTQI+ community.

As part of Intact’s commitment to reconciliation, we acknowledge that we work, meet and travel across the land currently called Canada, originally inhabited by First Nations, Metis and Inuit people. We have policies to ensure equal access and participation for people with disabilities, including providing workplace adjustments (accommodations). A copy of applicable policies is available on request.

Please note that Intact does not provide sponsorship or other support for immigration-related matters including but not limited to employer-specific closed work permits. If you are an employee of Intact or belairdirect, please apply for this role on Internal Career Site.