Claims Team Lead

Claims Team Lead

MutualONE is seeking an experienced Team Lead of Claims to join our claims team. Reporting to the Manager of Claims Services, you will act as a mentor and escalation point, providing expert guidance on complex coverage interpretations and settlement strategies while ensuring all files adhere to regulatory standards and company best practices. By focusing on workflow coordination, technical training, and quality assurance, you will empower the team to deliver exceptional service to our policyholders. In this role, you will work closely with the Manager of Claims Services while maintaining a pending of claim files.

Key Responsibilities:

• Drive team performance through active coaching and development, ensuring all claims handling aligns with our corporate guiding principles.


• Foster a positive and high-performing team culture with a strong focus on accountability and results.


• Drive operational excellence by auditing daily workflows and implementing process enhancements to streamline claims handling.


• Serve as the first point of contact for difficult customer inquiries, assisting adjusters in resolving disputes professionally.


• Act as a resource for technical inquiries, providing guidance on policy interpretation, coverage determination, and settlement strategies.


• Assist with the development and delivery of technical training to keep the team current on legislative changes and new claims technology.


• Review and authorize claim payments and reserves within your designated technical authority level.


• Conduct random file reviews to ensure compliance with company guidelines, industry best practices, and regulatory standards.


• Monitor and report on team performance and key business metrics.


• Contribute to employee performance reviews by providing relevant feedback and insights


• Ensure adjusting decisions are compliant with company policies and regulatory requirements


• Develop and maintain strong relationships with the sales force


• Cultivate and maintain strong relationships with external stakeholders


• Other duties as assigned

Qualifications:

• Possess post-secondary education in a related field or equivalent experience


• Have a minimum of 4 years’ adjusting experience preferably in all lines (Residential, Commercial, Farm and Auto)


• Chartered Insurance Professional (CIP) designation


• Fellow Chartered Insurance Professional (FCIP) designation, or progressing toward it considered an asset


• Strong leadership skills with the ability to motivate, inspire and develop a high-performing team


• Excellent relationship management skills


• Good analytical and problem-solving skills


• Ability to make recommendations to improve claims processes and efficiencies


• Ability to multi-task and work under pressure in a fast-paced environment


• Completion of a criminal record check will be required