Claims Capture Unit Assistant Team Leader :: Ref# FIS-CLAIMS-175
Job Category:Claims Capture Unit Assistant Team Leader
Employment Type:Permanent Full-Time
Description:Family Insurance Solutions Inc. is a Vancouver based member of The Economical Insurance Group. Economical Mutual Insurance Company is the insurer on all Family policies and is 100% Canadian owned and operated. We provide optional auto and home insurance to BC residents through our broker partners. As the Claims Capture Unit Assistant Team Leader you will be a representative of The Economical Mutual Insurance Company.
The function of the CCU Assistant Team Leader is to provide prompt, courteous, accurate and fair claims service to all clients, internal and external while assisting the Team Leader in the overall management and development of the Claims Capture Unit. The CCU Assistant Team Leader will utilize company technology to track and expedite all transactions. The main role is to assist clients in resolving claims while balancing the interests of the company. Candidates must possess exemplary customer service skills and also demonstrate the potential to become an effective leader. This position will work in the Claims Capture Unit within the Claims Department.
To receive new claims from switchboard, brokers, public, and record into Family claims system and assist in setting up claims files
Monitor claims output, reports, pending and active claims files
Monitor all Glass Claims, deal with approved Glass Shops in arranging repairs and pay approved invoices
Handle comprehensive auto claims
Assist with training of new members to the unit
Monitor call volume and call times of CCU team to ensure calls are answered in a timely fashion; and assist as required.
Assist CCU Team Leader with unit scheduling
Accept and manage escalated calls as required
Support performance standards by assisting Team Leader in the performance management of the team
Interpret and analyze claims reports as requested by the Team Leader
Support the Team Leader in overall management of the unit
Detailed oriented and highly organized
Advanced English communication skills, both written and verbal
Ability to take direction and work independently to achieve goals
Perform well in a busy operation and remain calm under pressure.
Understand insurance principles, current market trends and the value of customer service relationships
Professional, friendly and courteous in all interactions
Presents information effectively and persuasively across all communication settings
Strong leader with ability to coach and mentor others
3-5 years experience as a call center customer service agent, preferably in a supervisory capacity
Insurance industry experience is an asset
Post Secondary education, diploma or degree
Willingness to enroll and complete CIP designation
How to Apply:Submit your resume and cover letter to firstname.lastname@example.org. Include Ref# FIS-CLAIMS-175 in subject field. We thank you for your interest in advance, however only those under consideration will be contacted.