Job Overview

The Catastrophe Claims Representative I, contributes to Wawanesa’s goal of delivering an exceptional and consistent claims experience through the fair and equitable adjustment of small to moderate complexity property claims resulting from catastrophes, Natural Disasters, and weather events. This role is responsible for applying and explaining policy coverages and documenting claim files while maintaining an exceptional customer experience throughout the life of a claim. The role is accountable for providing timely service and prompt management of your claims pending from initial report to conclusion. Must be available to work 8:00 am to 4:30 pm MST.

Job Responsibilities

• Provide direction and support to our policy holders through the life of the claim, by providing exceptional customer service delivered with empathy
• Interpret policy wordings, determine policy coverage
• Establishing timely and accurate loss and expense reserves
• Conducting a comprehensive investigation on all files to determine coverages and liability, while adhering to Wawanesa’s adjusting guidelines, and recognizing when to refer claims to appropriate internal teams/stakeholders
• Adhering to policies, procedures and Standard of Work documentation
• Coordinating and managing services with vendors and service providers. Evaluating and reconciling relevant information from sources such as appraisers, third party adjusters, contractors and repair facilities in order to quantify losses
• Communicating with policy holders in a timely and proactive manner, by means of voice to voice, written and digital correspondence, ensuring that all inquiries are effectively dealt with in a timely and professional manner
• Negotiating and conveying claim settlements within authority limits. Communicating claim decisions promptly and effectively, while delivering an exceptional customer experience
• Demonstrating the skills to review repair estimates, while developing the skills to create narrative scopes and generating entry level estimates using an estimating software system
• Working in partnership with other claims staff in both an individual and team-oriented capacity
• Maintaining detailed and accurate records based on company standards and policies within the claims system
• Maintaining an effective and current diary system and document claim file activities in accordance with established procedures
• Demonstrating strong organizational skills with the ability to prioritize and manage conflicting priorities in an effective manner
• Managing a high volume of new claims and inventory in a fast-paced environment
• Developing, demonstrating and maintaining knowledge and understanding of policy coverages, while complying with regional regulatory and licensing requirements (as applicable). Remaining current with legislative changes and trends in the insurance industry
• Potential need to travel on short notice to select Natural Disaster events and remaining on location for extended periods of time.
• May be required to support non-Catastrophe related claims
• Perform other duties as assigned

Qualifications

• Willingness to work toward Chartered Insurance Professional (CIP) designation which would include supporting adjuster licensing requirements (where required)
• College/University degree is preferred or equivalent experience
• Exceptional customer service skills demonstrating empathy and concern for our customers
• Strong teamwork skills with the ability to collaborate with others
• Ability to interpret and quantify property damage estimates
• Ability to travel across Canada on short notice
• Ability to work overtime hours as required and approved
• Excellent communication skills, both written and oral
• Excellent investigative and analytical skills
• Highly proficient in time management and organizational skills with the ability to prioritize work in a fast paced, high pressure work environment
• Detail oriented with a critical degree of accuracy regarding data entry
• Excellent negotiation skills
• Experience utilizing computer technology such as Microsoft Office, email, Web-enabled applications and database software required
• Ability to manage a high claim inventory and high new claim intake, which may include the need to work extra time on weeknights and weekends. Availability during peak catastrophe season is required.
• Strong interpersonal skills allowing you to effectively deal with conflict and difficult situations
• Strong problem solving and critical thinking skills. Ability to draw valid conclusions and effectively communicate them.
• Self driven with a strong commitment to ongoing education, development and learning