Senior Field Claims Representative - Property (Edmonton, Remote or Hybrid)

Job Overview

The Field Claims Representative, Property contributes to Wawanesa’s goal of delivering an exceptional and consistent claims service experience through the fair and equitable adjustment of small, moderate to high complexity property claims. The role is accountable for providing timely service and prompt management of your claims pending from initial report to conclusion.  Daily travel is required.

Job Responsibilities

• Provide direction and support to our policy holders throughout the claims process, by providing exceptional customer service, delivered with empathy. Interpret policy wordings, determine policy coverage and ensure appropriate reserving
• Establishing timely and accurate loss and expense reserves through the life of the claim
• Ensure a comprehensive investigation is conducted 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. Attend loss scene as required. Collect evidence to support recovery efforts
• Ensuring proper risk assessment, content and building damage assessment and evaluation, cause investigation, detailed photographs, statements, scene investigations is performed on every file
• Adhere to policies, procedures and Standard of Work documentation
• Developing and demonstrating proficient to highly proficient skills to review repair estimates, create narrative scopes and generate intermediate to senior level estimates using an estimating software system.
• Negotiating and conveying claim settlements within authority limits. Communicating claim decisions promptly and effectively, while still delivering an exceptional customer experience.
• Coordinate and manage services with vendors and service providers. Evaluate and reconcile relevant information from sources such as appraisers, third party adjusters, contractors and repair facilities in order to quantify losses.
• Communicate with policy holders in a timely and proactive manner, including in person, voice to voice, and through written and digital correspondence. Ensuring that all inquiries are effectively dealt with in a timely and professional manner
• Working in partnership with other claims staff in both an individual and team-oriented capacity including the handling of both task based and full handle files
• Provide ongoing technical advice, guidance, peer coaching and mentoring to claims staff
• Maintain 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
• Demonstrate strong organizational skills with the ability to prioritize and manage conflicting priorities in an effective manner
• Support CAT plan as necessary, including potentially assisting on claims outside of your service area
• 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
• Understanding of Provincial and National Building Codes along with a solid understanding of residential and commercial construction terminology, techniques and best practices.
• Follow all health and safety guidelines
• Perform other duties as assigned

Qualifications

• 2+ years insurance adjusting experience or equivalent experience
• Working toward Chartered Insurance Professional (CIP) designation which would include supporting adjuster licensing requirements
• Self driven with a strong commitment to ongoing education, development and learning
• Strong knowledge of property estimating software, Xactware knowledge preferred
• Ability to interpret and quantify property damage estimates
• Excellent customer service skills including empathy and concern for our customers
• Excellent communication skills, both written and oral
• Excellent investigative and analytical skills
• Strong problem solving and critical thinking skills. Ability to draw valid conclusions and effectively communicate them.
• Strong teamwork skills with the ability to collaborate with others
• Highly proficient in time management and organizational skills with the ability to prioritize work in a fast paced, changing environment
• Ability to manage a high claim inventory and new claim intake
• Ability to work with a flexible work schedule including regular travel, which may include the need to work outside regular business hours
• Detail oriented with a critical degree of accuracy regarding data entry
• Experience utilizing computer technology such as Microsoft Office, email, Web-enabled applications and database software required
• Excellent negotiation skills
• Ability to perform physical demands and requirements of the job, which may include: climbing roofs; crawling into small spaces; carrying up to 50 pounds; working alone; working outside in all weather; driving for extended periods of time
• Valid driver license with acceptable driving record
• College/University degree is preferred

Key Competencies
Leveraging Feedback

• Taking full advantage of opportunities to receive and explore feedback about own performance (from assessments, managers, coworkers, internal/external partners, or customers); responding favorably to feedback and using it constructively to take action to improve knowledge, skills, behavior, and impact on others.  

Managing Work

• Effectively managing one's time and resources to ensure that work is completed efficiently.

Adaptability

• Maintaining effectiveness when experiencing major changes in work responsibilities or environment (e.g., people, processes, structure, or culture); adjusting effectively to change by exploring the benefits, trying new approaches, and collaborating with others to make the change successful

Customer Orientation

• Placing a high priority on the internal or external customer’s perspective when making decisions and taking action; implementing service practices that meet the customers’ and own organization’s needs.