Employee Relations Manager driving wellness objectives and KPIs at BBVA. Leading wellness proposals and maintaining employee retention mechanisms in Peru.
About the role
- Claims Relationship Manager at Intact handling escalated customer claims and providing exceptional service to enhance client satisfaction. Collaborating with teams to resolve complex issues and improve processes.
Responsibilities
- Handle escalated customer claims: Analyze complex, escalated claims in accordance with the Complaint Handling Protocol
- Conduct thorough fact-finding using all available resources and cross-functional inputs
- 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
- Regularly review adherence to business processes and compliance requirements
- Proactively identify and implement efficiency improvements within the team
- Project work: Participate in special projects as needed, contributing subject-matter expertise and practical recommendations
Requirements
- 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
- Completed or working towards completion of CIP designation
- Very strong understanding of policy wordings and application, Claims Guidelines, Best Practices, and Standard Operating Procedures
- Strong investigative skills and ability to think critically
- 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
- Ability to work independently demonstrating autonomy
- 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
Benefits
- A financial rewards program that recognizes your success
- An industry leading Employee Share Purchase Plan; we match 50% of net shares purchased
- An extensive flex pension and benefits package, with access to virtual healthcare
- Flexible work arrangements
- Possibility to purchase up to 5 extra days off per year
- An annual wellness account that promotes an active and healthy lifestyle
- Access to tools and resources to support physical and mental health, embracing change and connecting with colleagues
- A dynamic workplace learning ecosystem complete with learning journeys, interactive online content, and inspiring programs
- Inclusive employee-led networks to educate, inspire, amplify voices, build relationships and provide development opportunities
- Inspiring leaders and colleagues who will lift you up and help you grow
- A Community Impact program, because what you care about is a part of what makes you different.
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