Supervisor, Claims (Bilingual)

The Claims Supervisor contributes to Wawanesa’s goal of delivering an exceptional and consistent claims service experience by providing leadership to the claims team, focusing on the achievement of key business goals and customer service standards.  

 Job Responsibilities

• Provide exceptional customer service
• Coordinate and supervise daily activities of claims team
• Provide guidance and leadership to staff and specialists
• Manage service levels by organizing, distributing, monitoring workflow and setting priorities to ensure maximum efficiency and productivity as guided by corporate policies, procedures and business plans
• Conduct or contribute to employee development, and employee performance management through coaching and following up on the development of their team’s technical competencies
• Conduct monthly call coaching to strive for continuous improvement and development by setting and tracking individual and team performance objectives
• Provide training and support for staff
• Perform other duties as assigned

• 5 + years progressive insurance adjusting experience
• Proficiency in English and French is required
• College /University degree preferred
• Chartered Insurance Professional Designation and a desire to continue relevant industry education (FCIP, etc.)
• Call center experience is an asset
• Effective customer service skills including empathy and concern for our customers
• Excellent communication skills, both written and oral
• Excellent investigative and analytical skills
• Highly proficient time management and organizational skills with the ability to prioritize work in a fast paced, changing environment
• Excellent knowledge of policy wordings all lines of business, corporate guidelines, policies and procedures
• Ability to coach, guide, and positively motivate employees
• Excellent knowledge of automobile, habitational, farm and commercial policies
• Excellent knowledge of medical and legal terminology
• Detail oriented with a critical degree of accuracy regarding data entry
• Exceptional advanced negotiation skills