Full-Time Manager, Claims
Job Description
LGM Financial Services Inc. (“LGM”) is ranked as one of Canada’s Best Employers and is listed with PROFIT 500 as one of the fastest growing companies! As Canada’s best automotive partner, we will revolutionize the consumer ownership experience.
The Organization:
LGM is a national leader in providing warranty, finance and insurance services to the Canadian automotive industry. Since 1998, LGM has been successfully supplying quality products and leading training solutions to over 1,200 Canadian franchised new car dealerships. Dealer partnerships are complimented with the strong backing and support of their automotive manufacturing brands, which include Volkswagen, Audi, BMW/MINI, Kia, Mazda, Hyundai and Mitsubishi Motors. LGM develops solutions that are win-win for all stakeholders including consumers, dealers, OEMs/manufacturers and underwriters.
The Work:
The Manager, Claims is responsible to coach, mentor and support claims adjusters in their day to day duties. He/she is also accountable for providing senior adjusters with support on complex over limit claims and driving improvements in technical adjudication, via call and technical audit reporting and analysis. The Manager, Claims will also perform various administrative tasks and fulfill customer service inquiries when required. As part of the Service department management team, he/she will assist with the overall team development, insuring processes and work flows align to meet departmental objectives..
Key Responsibilities:
• Perform monthly one on one coaching sessions; managing claims adjuster performance utilizing call and technical audit reports to guide discussions and improve performance
• Facilitate claim adjusting process to meet department service level agreements and underwriting commitments
• Take ownership over high dollar amount claims exceeding claims adjusters autonomy thresholds and review for accuracy and completeness (and if necessary forward to senior management)
• Assist in the resolution of consumer complaints and sensitive matters relating to departmental operations
• Facilitate training relating to products and claims adjusting and new hire onboarding, as required
• Participate in Tactical Working Groups – Product Launch Taskforce, Service Excellence Working Groups
• Maintain phone Service Level Agreements by real-time management of the queue and allocation of resources based on forecast projections. Ensure Service Level Agreements (SLA’s) are upheld within the department
• Participate in the requirements gathering and implementation of departmental projects.
What we are looking for:
• Excellent organizational and time management skills.
• Exceptional customer service
• Tactful negotiator
• Excellent attention to detail
• Effective and efficient at multi-tasking
• Courteous and professional telephone manner
• Ability to motivate team.
• Proficient with MS Office suite of products.
• Bilingual (English/French) oral and written is an asset.
Education/Experience:
• Automotive Technician Certification highly desired
• Valid Adjuster license as required by provincial regulatory agency
• Post-secondary education an asset
• 3+ years claims adjusting experience
• 3+ years contact centre leadership experience
• 5+ years automotive service experience
The Rewards:
• We offer a highly competitive compensation package including: comprehensive health benefits plan, Group RRSP, performance bonus, education sponsorship, and four paid days when “giving back” to the community. We also offer a vehicle rebate program.
The People:
•Engaged, creative and highly skilled employees are hallmarks to our success. We are proud to be awarded one Aon Hewitt’s Best Employers and our employees make this possible with their unwavering commitment to nurturing a culture of innovation and collaboration.
You can learn more about LGM by visiting our website at lgm.ca.
How to Apply
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