Family Insurance Solutions

Family Insurance Solutions :: Careers > Current Opportunities > Claims Service Representative 2 - Auto

Current Opportunities

BC Top Employer

Claims Service Representative 2 - Auto :: Ref# FIS-CLAIMS-177



Job Category:

CSR 2 - Auto

Employment Type:

Permanent Full-Time


Family Insurance Solutions Inc. is a Vancouver based member of The Economical Insurance Group. Economical Mutual Insurance Company is the insurer on all Family polices and is 100% Canadian owned and operated. This position will work in the Auto Unit within the Claims Department of Family Insurance Solutions. As a CSR 2 - Auto you will be a representative of The Economical Mutual Insurance Company.

The function of a CSR 2 is to provide prompt, courteous, accurate and fair claims service to all clients, internal and external. The CSR 2 will utilize company technology to track and expedite all transactions. The main role is to assist clients in resolving claims while balancing the interest of the company. Candidates must possess good customer service skills, be a strong team player, have attention to detail and maintain integrity in all dealings. A CSR 2 needs to be analytical and decisive while working within the parameters of assigned authority. A CSR 2 will handle a variety of losses that due to their complexity or value cannot be handled by a CSR 1. A minimum of 2 years of experience in Auto claims handling is required.

Primary Duties:

Job duties are not listed in priority order.
-Taking new claim assignments
-Assist in claim inquiries
-Maintain an active file load of medium to high complexity files
-Confirm coverage on all assigned losses
-Determine if an independent adjuster or lawyer is required and ensure that the appropriate firm is assigned promptly
-Make early determination of when a file can be handled direct and proceed in that fashion
-Fully explain the claim process to all clients
-Utilize approved vendors in the handling of claims
-Ensure all claims are promptly investigated
-Ensure all claims negotiations are conducted with integrity
-Ensure all settlements are accurate and fair to both parties
-Ensure adequate file documentation exists on all files
-Document all communications on the Company system
-Seek approval on all matters over assigned authority
-Keep an active diary and ensure files receive appropriate follow up
-Offer guidance and assistance to CSR 1 and clerical staff
-Ensure that the office is adequately staffed during hours of operation
-Notify management of all complaints
-Assist in the development of a CSR 2 training manual
-Work outside a file ownership domain in ensuring that all customer calls are resolved with minimal call transferring and provide back up to other CSR 2s


Personal Characteristics:

-Professional, friendly and courteous in all interactions, whether with customers or co-workers;
-Performs well in a busy operation and remains calm under pressure
-Highly organized, self-disciplined and committed to providing superior customer service to our policyholders and brokers;
-Strong written and verbal communication skills
-Candidates must possess good customer service skills
-Pays attention to detail and maintains integrity in all dealings.
-Analytical and decisive while working within the parameters of assigned authority.


-2 years Auto loss adjusting experience
-Current enrollment in C.I.P. program or firm commitment to do so, with a commitment to complete designation
-Computer proficiency including MS Word and Excel required


Vancouver, BC

Application Deadline:


How to Apply:

Submit your resume and cover letter to Include Ref# FIS-CLAIMS-177 in subject field. We thank you for your interest in advance, however only those under consideration will be contacted.
Family Insurance Solutions

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