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ob Description : CUSTOMER :
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
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
Job Requirements : Job Description
EMPLOYEE TEAM :
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
BREADTH & DEPTH
Apply foundational level of knowledge to handle routine with minimum risk
Handle some limited situations for Core Auto, 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
EXPERIENCE & EDUCATION :
College / University degree
2+ years relevant experience
At TD, we are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported.
We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live and serve.
If you require an accommodation for the recruitment / interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs.