Bilingual (Eng./Fre.) Automobile Claims Advisor
Pointe Claire, Quebec, Canada
4d ago


  • Engage customers in conversations to understand and meet their needs by providing them with advice and service regarding coverage and the claims process
  • Provide sound claims advice at every customer interaction to create a legendary customer experience; look for ways to contribute to the on-going improvement of the overall customer experience
  • Ensure customer problems are handled appropriately and escalating issues when necessary; refer customers to appropriate team members or internal partners as appropriate
  • Demonstrate flexibility to be able to change activities based on customer and business needs
  • Create a legendary customer experience at every interaction and look for ways to contribute to on-going improvement of the overall customer experience

  • Prioritize and manage own workload to meet SLA requirements for service and productivity
  • Consistently exercise discretion in managing correspondence, information and all matters of confidentiality; escalate issues where appropriate
  • Be knowledgeable of practices and procedures within own area of responsibility and keep abreast of emerging trends for claims assessment and litigation
  • Protect the interests of the organization identify and manage risks, and escalate non-standard, high risk transactions / activities as necessary
  • Contribute to business objectives for Operational Excellence
  • Support the timely and accurate completion of business processes and procedures
  • Ensure documentation that is prepared / completed is accurate and properly reflects client / business intentions and is consistent with relevant rules / regulations
  • Identify, suggest and actively participate in process improvement opportunities
  • Acquire and apply expertise in the discipline, provide guidance, assistance and direction to others
  • Identify, recommend and effectively execute standard practices and procedures applicable to insurance claims
  • Keep abreast of emerging issues, trends, and evolving regulatory requirements and assess potential impacts
  • Maintain a culture of risk management and control, supported by effective processes in alignment with risk appetite
  • Assume responsibility to minimize operational and regulatory risk by complying with Bank and industry Code of Conduct

  • Participate fully as a member of the team, support a positive work environment that promotes service to the business, quality, innovation and teamwork and ensure timely communication of issues / points of interest
  • Support the team by continuously enhancing knowledge / expertise in own area and participate in knowledge transfer within the team and business unit
  • Keep current on emerging trends / developments and grow knowledge of the business, related tools and techniques
  • Participate in personal performance management and development activities, including cross training within own team
  • Keep others informed and up-to-date about the status / progress of projects and / or all relevant or useful information related to day-to-day activities
  • Contribute to the success of the team by willingly assisting others in the completion and performance of work activities;
  • provide training, coaching and / or guidance as appropriate.

  • Contribute to a fair, positive and equitable environment that supports a diverse workforce
  • Act as a brand champion for the business area / function and the bank, both internally and / or externally

  • Apply foundational level of knowledge to handle routine with minimum risk
  • Handle some limited situations for Core Auto, Life & Health, and Residential claims
  • Has limited claim settlement authority and requires next level approval for claims in excess of their authority limit
  • Complete work within specifically defined parameters with guidance / direction from management as necessary
  • Leverage the Claims Resources Team to make file decisions on liability and assessment
  • Intermediate level knowledge with some form of related training and / or related experience or skills; Industry accreditation and training generally required
  • Typically reports into a Team Manager

  • College / University degree
  • 2+ years relevant experience
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