Overview

RSA National Claims Service Centre Team Leader (Junior Adjusters) Full Time in Mississauga, ON

RSA

Branch Mississauga ON CA

Position:
National Claims Service Centre Team Leader (Junior Adjusters)
Location:
Mississauga, ON

Provide brilliant customer service to brokers, internal and external customers. A comprehensive understanding of Insurance coverage within multi line business…

Position ID: J0615-0983
Job Type: Permanent Full Time
Job Location: Mississauga, Ontario, Canada
Job Category: Claims
Year(s) of Experience:
Posting Date (dd/mm/yyyy): 10/07/2015
Closing Date (dd/mm/yyyy): 10/09/2015

Keeping You Moving

RSA is one of the world’s leading multinational insurance groups with over 300 years of experience and over 20 million customers worldwide.Our people are committed to building a dynamic internal culture where our people love what they do and feel motivated to keep things moving

– for customers, for their colleagues and as part of their own growth and development. In RSA, employing positive people is how we achieve success. You will be working in an environment that encourages you to do great work and you constantly will be faced with fresh challenges that have a direct impact on our business. We believe your personality and passion will keep RSA and our business moving forward. At RSA we have a culture that supports and rewards high performance with a competitive reward policy for top performers. Our rewards package includes competitive compensation, work / life balance, opportunities to learn and the chance to make a difference working for a worldwide industry leader. Video:

Working at RSA

Position Overview:

The NCSC TL, leads a team of telephone adjusters responsible for ensuring prompt and equitable settlement of both Commercial and Personal Auto Property Damage claims. This role requires a self-motivated and talented individual who has the ability to coach, mentor, and work effectively with a diverse group nationally. The individual promotes the technical development of their team and seeks to continuously improve the team culture by establishing high levels of employee engagement. The individual will be responsible for developing and communicating team mandate, giving positive and constructive feedback in a timely manner, developing strategic communication, and creating positive change. Additional responsibilities will include identifying opportunities for training, both structured and informal, completion of call quality evaluations and claim file audits.
The Team Leader is responsible for the day to day claims coordination of all Auto Physical Damage claims as well as providing sales and underwriting support in the attainment of new business. The Team Leader will also be responsible for the management of large national account programs working closely with commercial clients and broker network.

Who you are

Your enthusiasm is infectious. You challenge the status quo. You find solutions to problems. You go the extra mile to exceed customers’ expectations. You get things done the right way. You represent our brand with passion and pride. You are a team player. You have fun and you make work fun for those working around you.

What you will achieve in this role

Train and monitor the progress of all staff
Schedule one-on-one feedback / additional coaching and mentoring
Provide brilliant customer service to brokers, internal and external customers
Building relationships in a dynamic culture while working closely and effectively in daily conjunction with other Claims Team Leaders
Empowerment to challenge status quo, do the right thing in getting the job done
Assisting Leaders with recruiting of new employees (phone screening and interviews)
Working knowledge of the Claims Guidelines and Best Practices
Training of new employees in NCSC and assisting in the enhancement of team members by providing one on one training to support a high performance culture
Communicate key corporate goals and monitor results
Deliver effective performance management strategies
Ensure action plans are in place when circumstances dictate
Provide functional leader with monthly progress reports and updates
Communicate key corporate goals and monitor results
Deliver effective performance management strategies
Participate and / or lead vendor audits and ensure completion
Ensure action plans are in place when circumstances dictate
Provide functional leader with monthly progress reports and updates
Completion of monthly call quality coaching evaluations and file audits
Deliver and exceed on all key performance indicators as it relates to Auto Physical Damage loss development and rental vehicle expenses, claims leakage control and expense management
Leverage your expertise in a creative, continuous improvement environment to support a model of best practice operations in relation to Auto Physical Damage Claims.
Champion employee engagement by creating a positive working environment and building a highly motivated, completely engaged team.
Achieve customer satisfaction ratings by coaching and developing staff to deliver awesome customer service through quality claims handling.
Participate and / or lead vendor audits and ensure completion
Produce audit reports and provide feedback on Commercial Accounts/ preferred vendors

What you bring to this role

A comprehensive understanding of Insurance coverage within multi line business products and claims handling experience acquired through a minimum of five years of progressive experience in the insurance industry.
Flexible in a 24/7 environment, including evenings weekends and holidays (may subject to change)
Minimum of 3-5 years’ experience in a call centre environment
Excellent interpersonal skills with proven ability to build solid relationships
Excellent customer service skills with a proven track record of responding to broker and insured client concerns and escalations
Solid understanding of Claims Best Practices and Guidelines
Strong leadership skills with the ability to lead a team of technical and skilled employees
Excellent computer proficiency skills and familiarity with Microsoft Office software.
A demonstrated desire for continuous improvement and learning.
Good cross-functional relationship skills used to develop, maintain and influence relationships with Corporate Partners, internal and external business partners.
Excellent presentation and negotiation skills.
Excellent written and verbal communication skills; with the ability to deliver unfavourable news
Experience with Work Force management systems such as CISCO and Total View
Excellent time management, organizational, coaching and mentoring skills
CIP or FCIP designation completed
University degree or College diploma or equivalent
Bilingual (French and English) an asset.

Other Information

Applicants agree that by providing personal information in response to this ad, and otherwise in any recruitment process with RSA or its affiliated companies (the “Company”) such personal information may be retained and used for a period of one (1) year from the date of this application, for the purpose of consideration for employment opportunities which may arise during that time period, unless an applicant notifies the Company to the contrary.We thank all applicants. However, only those selected for an interview will be contacted.We invite you to learn more about us at our Career Site, www.rsagroup.ca, where you can apply on line. RSA group of Companies is strongly committed to diversity and welcomes applications from visible minority group members, women, Aboriginal persons, and persons with disabilities, members of the LGBT community, and others who may contribute to the further diversification of ideas.RSA group of Companies will provide reasonable accommodation for qualified individuals with disabilities in the job application process.If you have difficulty using our online application system and you need an accommodation due to a disability, please email [email protected] or call us at toll free 1 (800)-855-0511. Please note this email is only for accommodation requests. Resumes sent to this email address will not be considered.

Skills:

  • Call Centre
  • Leadership

Where did you first learn about this position?*
— select one — An employee referral I am a current RSA Employee I am a current CNS Employee I am a current Johnson Employee I am a previous RSA employee I am a previous CNS employee I am a previous Johnson employee Reference#: EX104534 … Johnson Intranet Web Site Reference#: EX104535 … RSA Intranet Web Site Reference#: EX105442 … RSA Corporate Web Site Reference#: EX105443 … Johnson Corporate Web Site

Applicants agree that by providing personal information in response to this ad, and otherwise in any recruitment process with RSA or its affiliated companies (the “Company”) such personal information may be retained and used for a period of one (1) year from the date of this application, for the purpose of consideration for employment opportunities which may arise during that time period, unless an applicant notifies the Company to the contrary.

or proceed with Standard Application Form.

Employment Type: Full Time
Location: Mississauga, ON, CA
Posted on: 2015-07-16
Posted by: