Claims Adjuster - Internal Service Advisor
Aviva
Oakville
11d ago

Position Overview

Advisor who will contribute to the team plan and objectives by being the first point of contact for guiding clients through the claims process to meet the client's needs.

This person will take a client focused approach when ensuring that clients are informed of all services available to them.

This individual will collaborate with internal partners with the goal of deepening the client relationship. She or he will be accountable to ensure due diligence of procedures, process, regulatory compliance and assessment of risk within set authority limit.

Accountabilities

  • Provides a superior client experience, listening and connecting with clients to better understand needs and ensure quality and call standards are met and maintained
  • Demonstrates commitment to first call resolution by taking ownership & accountability of client inquiries and addressing initial customer service expectations
  • Provides a superior client experience by customizing the client experience by securing loss information and dispatch necessary services based on the client's unique situation
  • Contributes to the achievement of the department's overall client survey results focusing on the quality of the interaction to differentiate the client experience where it matters most to the client
  • Ensures compliance to schedule and is accountable for contribution to department's overall client availability
  • Fully understands products, services, process and procedures to accurately complete the client's transaction and documentation
  • Appropriately identify and leverage internal and external partnerships when required to meet client needs
  • Leverage tools and resources to suggest selling preferred vendor services and assign loss to appropriate Claims Advisor for handling
  • Collectively focus on doing what is best for our clients and the organization through processing of timeley and accurate reports
  • Maximizes the use of available technology and maintain data integrity, documenting all relevant client claims contacts and results
  • Accountable to ensure compliancce in accordance with standard operating procedures
  • Demonstrated personal commitment to ensure license and continuing education requirements are up-to-date and meet position requirements
  • Proactively partners with the Manager to further enhance skills, knowledge and performance through claims coaching routines and personal development plan
  • Takes the initiative to keep informed of current events, market news and internal information on applicable internal sites
  • Required Qualifications, Knowledge & Skills

  • Post-secondary degree or diploma
  • CIP Qualified or in progress is an asset
  • Customer service experience (1-2 year minimum), ideally in a call-centre environment
  • Excellent oral and written communication skills
  • Excellent PC Skills
  • Multiple languages an asset
  • Genuine curiosity and inquisitive mindset constantly looking to make things better for customers and colleagues
  • Can work to and positively contribute to our organizational culture and values
  • Aviva Canada is committed to providing accommodations for people with disabilities during all phases of the hiring process including the application process.

    If you require an accommodation because of a disability, we will work with you to meet your needs. Applicants need to make their needs known in advance.

    If you are selected for an interview and require an accommodation, you are encouraged to advise the Talent Acquisition Partner who will consult with you to determine an appropriate accommodation.

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