Company:

Overview

The Personal Automobile Claims Supervisor (Program) will actively manage the daytoday Adjusting Team composed of Automobile Desktop Adjusters. This position involves leading and managing staff with respect to quality and customer service excellence training and development. This role is critical in ensuring the delivery of qualityadjusting services while supporting the growth and development of the unit.

The supervisor will also be required to manage and report on production and quality targets as needed to support the program goals using the Client designated system (ClaimCenter Guidewire). The supervisor will also provide both technical and system support to the team and manage the teams performance.

While predominantly remote flexibility to attend Markham office or Mississauga office for team meetings is required.

Job Responsibilities:

• Lead and champion change.

• Mentor inspire and challenge adjusting team to meet their full potential in a strong team environment.

• Manage team workflow and successes through ClaimCenter application (Activities)

• Support achievement of financial and production targets through management of KPIs as defined.

• Build and execute workflow processes.

• Coaching feedback and performance management of staff to ensure service levels are being achieved.

• Ensure customer relationship management by establishing ongoing communication and customer satisfaction.

• Weekly review and reporting of operational dashboards

• Completion of quality reviews per month as set out by program

• Dispute and complaint resolution on customer and client escalations to resolution

• Provide technical support to adjusters

• Participate in recruitment and hiring of staff

• Provide annual performance reviews

• Responsible for tracking and approving vacation and absent requests through workday

Qualifications and Experience:

A minimum of 5 years of a combination of education and working experience within the insurance automobile claims industry

Strong Customer Service experience
Adjusters license is required(Ontario)
2 years supervisory experience
Effective analytical skills
Proven adjusting skills
Effective written skills including those of a technical nature
Effective oral skills including listening interviewing negotiating must be able to flex style appropriate to audience
Demonstrated organizational skills with the ability to prioritize and manage conflicting priorities in an effective manner
Proactive and positive approach to customer service ensuring that all inquiries are effectively dealt with in a timely manner
Strong interpersonal skills allowing you to effectively deal with conflict and difficult situations
Strong commitment to ongoing education and learning
Demonstrated abilities in business development activities

Experience working in Guidewire Suite ClaimCenter Microsoft Suite

Competencies:

• Possess patience and persistence ensuring quality services to our customers.
• Provides accurate information and creative solutions for customers while taking ownership of decisions.
• Honor commitments and promises maintain confidentiality and has high standards of integrity.
• Coaching skills.
• Enthusiastic and positive which influences and energizes the team.
• Works collaboratively with others to achieve goals.
• Strong time management skills
• Strong leadership skills
• Works well under pressure and can manage a fast paced highvolume environment
• adaptable

Environment and Working Conditions:

• Fast paced environment with a high volume of customer and team interaction
• Hybrid work environment

SCM Insurance Services and affiliates welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates throughout the recruitment and assessment process.

Unsolicited Outreach Statement Recruitment Agencies

SCM Insurance Services (SCM) and its affiliated companies will not accept unsolicited resume submittals from third party recruiters and hereby request agencies to not contact SCM employees or managers directly to present candidates. Be advised SCM will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume and will consider any unsolicited resumes forwarded public information. SCM welcomes resumes submitted directly from candidates.