This position exists to open and evaluate Auto Rental Collision/Loss Damage, Purchase Security and Extended Warranty insurance claims through enforcing claim benefits and limitations based on a comprehensive understanding of the applicable policy wording, client culture and intent. Claims Assessors have the opportunity to impact the customer journey through direct interaction with customers by phone and email to open claims, ensure understanding on what information is needed, how to complete a claim submission and providing status on claim submissions.  The Claims Assessors are responsible to contribute to cost containment efforts by validating claims for authenticity, investigating legitimacy of documentation received and requesting missing information in order to direct the claim to the appropriate process or outcome and issue reimbursements where applicable.

What does your typical day look like?

• Confirm claim eligibility for coverage using external look up tools;
• Review documentation to ensure legitimacy and claim authenticity;
• Investigating claim validity prior to settlement by communicating with third parties including car rental agencies and item repair companies when applicable;
• Review all verbal and written communication within the file taken previously by other employees;
• Review applicable policy wording and corporate client guiding principles to accurately apply proper benefits, policy maximums and exclusions;
• Communicate with customers to request missing information;
• Effectively utilize claims system to track claim progression and customer communication;
• Render decisions on claim outcomes and issue payments or denials;
• Obtain all necessary information in the initial customer contact (call or email) to open a claim and thoroughly document all interactions in the claims system;
• Provide information on multiple insurance coverages including the benefits, terms, conditions and exclusions for each product;
• Inform customers on the overall claim process, required documentation and status of their claim;Take ownership of complaints or complex files to ensure the claim is resolved.
• Monitor the Team mailbox and respond via email or phone call;
• Complete administrative tasks as delegated by the Team Leader and as per business needs.

What skills and training do you need? 

• Motivated by delivering best in class customer experience;
• College diploma or equivalent, with 1 or more years of customer service experience;
• Must be meeting or exceeding performance in current role. 
• Excellent verbal and written communication skills in English and French (French and English bilingualism is a requirement);
• English is utilized to contact corporate clients or policyholders, mostly from outside Quebec, to obtain information missing from their files and to Conduct daily follow-ups with other departments in our various sites, whether in Ontario, Miami, Mexico or elsewhere;
• Excellent analytical skills;
• Strong decision-making and organizational skills;
• Autonomous, professional and detail-oriented;
• Knowledge of claims assessment is an asset;
• Working knowledge of Microsoft Office application (Word, Excel, Power Point, Access) and the Internet.

When you apply:

If you require assistance or accommodation during our recruitment process, please notify Human Resources so that we can review and consider how we may be able to assist you based on your individual needs.

Global Excel offers more than a position 

• Competitive compensation package that includes annual salary review and annual performance bonus;
• Extensive benefit package including, health, dental, travel and health care spending account;
• 3 weeks vacation;
• RRSP matching program; 
• A professional future with opportunities for development, growth, and advancement;  
• Financial assistance to employees who wish to continue their education; 
• Work/life balance, health and wellness initiatives including an excellent Employee Assistance program; 
• On site Gym (Windsor and Sherbrooke locations)
• Employee engagement programs that focus on fitness, food, and fun;
• Windsor, Ontario Candidates: hourly salary scale ($23.19 - $26.00). Relevant candidate experience will be also considered. *Other locations, salary to be discussed based on geographic differential.

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