TD Insurance is part of TD Bank Financial Group, one of Canada’s largest financial institutions. TD Insurance helps protect clients from the ‘accidents of life’ with a wide range of products including credit protection, life, health, travel, home and auto insurance. With more than three million clients, TD Insurance authorized products and services are available online, over the phone, and through a network of more than 1,000 TD Canada Trust branches.

In Canada, we have two lines of business, General Insurance and Life and Health. Our General Insurance business is one of the top homes and auto insurance groups in Canada and the national leader in group insurance and affinity marketing. Our Life and Health business is the number one provider of critical illness insurance and direct life and health insurance in Canada.

At TD Insurance, we are committed to fostering an inclusive, accessible environment. With a Canada-wide workforce of over 4,000 employees and offices in Quebec (Laval, Montreal), Ontario (Toronto, Markham, Burlington, and Peterborough), Atlantic Canada (Halifax, Saint John), Calgary and Edmonton, our company is always growing and can help you to grow. TD Insurance offers a stable and dynamic work environment where talent is appreciated, and professional development is taken seriously. More than just a job, we offer rewarding careers.

Job Description

The Complex Claims Advisor is responsible for the investigation, evaluation and timely resolution of complex claims which may involve litigation, liability and environmental issues within their area of expertise and authority.  They uses expert knowledge to handle complex, high-risk claims that typically take more than 1 year to resolve.  In this role, you will be required to meet clients/witness etc in person. to obtain statement and/or negotiate claims with clients and third parties. The Complex Claims Advisor might be responsible for handling claims for our high net worth clients. This role contributes to the legendary customer experience by collaborating with internal and external partners while valuing speed and accuracy.  The Complex Claims Advisor applies their technical knowledge to ensure all claims are appropriately reserved and resolved while mitigating risks and escalations.

Key Accountabilities Include:

Customer Experience

• Meet or exceed the needs of the customer by adjusting claims in accordance to policy coverage with accuracy and speed.

• Pro-actively work collaboratively with internal and external partners to ensure a legendary customer experience in all interactions.

• Appropriately leverage external vendors, approved and non-approved.

• Share knowledge, expertise and provide advice to colleagues in order to recommend additional services / support / resources to the customer, where necessary

• Ensure customer problems are handled appropriately and escalating issues when necessary.

Develop and Manage the Team/Teamwork

• Contribute to a positive working environment.

• Demonstrate flexibility to be able to change activities based on customer and business needs.

• Actively participate in the performance management process.

• Meet professional/personal development objectives by utilizing learning maps and external courses as required.

• Engage in and complete all internal training required for the role.

• Actively participate in regular meetings and coaching sessions.

• Actively participate and/or lead peer coaching and training

• Provide guidance and technical support to colleagues.

Business Results

• Contribute to the achievement of business objectives by meeting or exceeding individual and team goals.

• Act as the Subject Matter Expert (SME) in their area of expertise to increase knowledge base within claims.

• Assess and mitigate risks and escalate as required.

• Ensure accurate and timely reserving of claims.

• Demonstrate the ability to apply claims management principles & procedures in order to manage claims costs and leakage.

• Identify potentially fraudulent claims and handle according to organizational processes/procedures.

• Meet claims service standards and works with claims management vendors to maintain the service standards.

Internal Practices and Processes

• Contribute to the business objective for Operational Excellence by adhering to mandatory compliance and audit requirements.

• Understand and apply business operation policies and procedures and legislation.

• Be knowledgeable of and comply with company and industry codes of conduct.

• Ensure necessary due diligence to support the accuracy of all insurance claims.

Job Requirements

• You possess excellent verbal/written communication skills.

• You have a pleasant and patient telephone manner.

• You have a superior client service orientation.

• You are empathetic and communicative  

• You have excellent organization and time management skills.

• You have demonstrated your ability to function effectively in a fast-paced, multi-faceted environment.

• You have the ability to work independently while supporting a team environment.

• You have the ability to effectively deal with change and help foster an environment open to change.

• You maintain a positive demeanor and foster team spirit.

• You are bilingual (English/ French)

• You are available to drive on a larger area to meet client for larger loss in Quebec. (Montreal, North and Southshore , Eastern Township, Laurentians etc)

• You have demonstrated good attendance and promptness.

• 5-7 years of field residential claims experience, more would be an asset.

• Valid driver's license

• CIP/FCIP designation is an asset.

• An AMF issued claims adjusting license is a requirement to be considered for this role