What Can You Expect in This Role?
- Provide prompt, courteous, accurate, and fair claims service to all customers (internal and external).
- Guide customers through FNOL (First Notice of Loss) via telephone:
- Set up FNOL.
- Share contact details.
- Explain next steps in the claims journey.
- Respond to incoming calls and call out to customers in a courteous and compassionate manner
- Listen to customer and understand what matters to them in this claim and establish trust
- Gather all necessary claim adjudication information, using natural conversation flow
- Take ownership of each call until resolution:
- Follow up to ensure the promised actions are completed.
- Manage pending of commercial auto claims.
- Explain the claim process clearly via telephone and email.
- Interpret and apply policy wordings to determine coverage.
- Ensure claims are promptly and thoroughly investigated; collaborate with fraud investigators when needed.
- Work with customers, brokers, vendors, and stakeholders to resolve claims.
- Maintain detailed file records in appropriate systems.
- Process claims payments within authority level.
- Achieve targeted number of assigned claims annually while upholding core values.
- Perform other duties as assigned.
Customer Experience Focus
- Guide Customers Through FNOL:
- Set up FNOL and ensure clarity on next steps.
- Connect and Build Trust:
- Respond to calls with compassion and friendliness.
- Listen attentively to understand customer needs.
- Create a Smooth Claims Experience:
- Use engaging conversation to gather claim details.
- Record information efficiently in InsurCloud.
- Inform and Support:
- Provide clear coverage information.
- Arrange additional services as needed.
Additional Info
- Operating hours: 8 AM – 8 PM EST- Must be able to work 12-8pm shift
What Do You Bring to the Role?
- Professional, friendly, and courteous with customers and co-workers.
- Preferably hold a university degree, college diploma, or CIP designation.
- Minimum one year of APD claims experience (claims handling or first notice of loss).
- Knowledge of claims processes and procedures.
- Previous customer service or call centre experience is an asset.
- Active adjuster license in New Brunswick or ability to obtain one.
- Excel under pressure and adapt well to change.
- Efficient in high-volume, fast-paced environments.
- Strong analytical and decision-making skills; detail-oriented and highly organized.
- High proficiency with Windows programs; excellent keyboarding skills.
- Team-oriented; value collaboration and shared goals.
- Excellent written and verbal communication skills; strong listening skills.
- Bilingualism (French/English) is an asset.
Salary range is $43,700 - $80,500
