Bilingual (Eng./Fre.) Automobile Claims Advisor - TD Bank Careers (2023)

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TD Insurance is part of TD Bank Group, one of Canada’s largest financial institutions. TD Insurance helps protect clients from the ‘accidents of life’ with a wide range of products including credit protection, life, health, travel, home and auto insurance. With more than three million clients, TD Insurance authorized products and services are available online, over the phone, and through a network of more than 1,000 TD Canada Trust branches.

In Canada, we have two lines of business, General Insurance and Life and Health. Our General Insurance business is one of the top home and auto insurance groups in Canada and the national leader in group insurance and affinity marketing. Our Life and Health business is the number one provider of critical illness insurance and direct life and health insurance in Canada.

At TD Insurance, we are committed to fostering an inclusive, accessible environment. With a Canada-wide workforce of over 4,000 employees and offices in Atlantic Canada, Quebec, Ontario and Alberta, our company is always growing and can help you to grow. TD Insurance offers a stable and dynamic work environment where talent is appreciated and professional development is taken seriously. More than just a job, we offer rewarding careers.

The TD Insurance Auto Centers are a ‘one stop shop’ for a customer’s auto claim needs, where a customer can drop off their vehicle, pick up a rental and speak to a claim’s professional. We strive to build deep and long- lasting relationships with our customers, by understanding their needs and providing personalized trusted advice.

Join the TD Insurance Auto Center team and think like a customer, act like an owner, innovate with purpose and execute with an impact.

Resposibilities include but are not limited to the following:

• Engage customers in conversations to understand and meet their needs by providing them with advice and service regarding coverage and the claims process
• Provide sound claims advice at every customer interaction to create a legendary customer experience; look for ways to contribute to the on-going improvement of the overall customer experience
• Ensure customer problems are handled appropriately and escalating issues when necessary; refer customers to appropriate team members or internal partners as appropriate
• Demonstrate flexibility to be able to change activities based on customer and business needs
• Create a legendary customer experience at every interaction and look for ways to contribute to on-going improvement of the overall customer experience
• Prioritize and manage own workload to meet SLA requirements for service and productivity
• Consistently exercise discretion in managing correspondence, information and all matters of confidentiality; escalate issues where appropriate
• Be knowledgeable of practices and procedures within own area of responsibility and keep abreast of emerging trends for claims assessment and litigation
• Protect the interests of the organization – identify and manage risks, and escalate non-standard, high risk transactions / activities as necessary
• Support the timely and accurate completion of business processes and procedures
• Ensure documentation that is prepared / completed is accurate and properly reflects client / business intentions and is consistent with relevant rules / regulations
• Acquire and apply expertise in the discipline, provide guidance, assistance and direction to others
• Identify, recommend and effectively execute standard practices and procedures applicable to insurance claims
• Keep abreast of emerging issues, trends, and evolving regulatory requirements and assess potential impacts
• Maintain a culture of risk management and control, supported by effective processes in alignment with risk appetite
• Assume responsibility to minimize operational and regulatory risk by complying with Bank and industry Code of Conduct
• Keep current on emerging trends/ developments and grow knowledge of the business, related tools and techniques
• Participate in personal performance management and development activities, including cross training within own team
• Keep others informed and up-to-date about the status / progress of projects and / or all relevant or useful information related to day-to-day activities
• Apply foundational level of knowledge to handle routine with minimum risk
• Handle some limited situations for Core Auto
• Has limited claim settlement authority and requires next level approval for claims in excess of their authority limit
• Complete work within specifically defined parameters with guidance /direction from management as necessary
• Leverage the Claims Resources Team to make file decisions on liability and assessment

• Claims or Insurance experience is an asset that is preferred
• AMF License Credentials (Claims) is preferred and a very strong asset
• Undergraduate degree is an asset
• Strong communication skills
• Organization & time management
• Bilingualism (English / French)
• Customer service oriented

Please note that we are currently looking to hire for all three of our auto centers – Pointe Claire, Greenfield Park and Marché Central.

This role has a hybrid work schedule requiring employees to work approximately half of the month from home and the other half on-site at the auto center; this is not an entirely remote role.

In order to be considered for this role, applicants must be bilingual and comfortable working with clients in both languages.

This position requires proficiency in a language other than French to support customers, employees or markets located outside the province of Quebec or who require services in a language other than French.