Sr. Representative, Auto Claims

The Opportunity

If you're an experienced claims professional who enjoys solving complex problems, influencing outcomes through skilled negotiation, and making a meaningful impact on claim results, we'd love to hear from you.

We're looking for a Senior Claims Representative to join our Auto Claims team in a specialized role focused on the investigation, negotiation, and resolution of towing and storage charges across North America. This is an opportunity to apply your claims expertise in a highly collaborative environment where your judgment, analytical thinking, and negotiation skills directly contribute to better customer and business outcomes.

As a trusted partner to our national Auto Claims teams, you'll take ownership of complex first-party automobile claims involving towing and storage expenses. You'll conduct thorough investigations, navigate provincial legislation and industry practices, engage with service providers, and negotiate fair, timely resolutions that support positive customer outcomes. 

This position is ideal for someone who enjoys digging beneath the surface of a claim, identifying opportunities to optimize claim costs while ensuring fair, customer-focused outcomes, and confidently navigating challenging negotiations. You'll have the autonomy to make informed decisions, the support of a collaborative team, and the opportunity to build expertise in a unique and highly specialized area of claims.

Success in this role comes from being naturally curious, solutions-focused, and energized by finding practical resolutions to complex situations. Your ability to build relationships, influence outcomes, and think strategically will be highly valued.

What to Expect 

• Manage, investigate, and resolve complex claims regarding the towing and storage of vehicles across North America.
• Negotiate towing fees, vehicle releases, and settlements to achieve fair, timely, and cost-effective claim resolutions.
• Act in a critical support function, providing guidance, coaching, and mentoring to Auto Claims teams on complex towing and storage matters.
• Confidently investigate claims for potential fraud indicators, liaising closely with stakeholders, internal/external legal partners, and towing vendors.
• Continuously learn, interpret, and apply policy wordings and governing provincial regulations, such as Ontario’s Towing and Storage Safety and Enforcement Act (TSSEA) and other applicable regulations.
• Spot gaps in delays and proactively find efficient ways to resolve issues or disputes quickly.
• Conduct thorough claims reviews and maintain detailed file records using appropriate claims systems and vendor portals.
• Provide prompt, courteous, accurate, and fair claims service to all customers, internal staff, and external parties.
• Participate in ad-hoc work and co-facilitate training with the Learning and Development team on best practices and cost mitigation strategies for the broader Auto Claims teams.
   

What You Bring 

• A University degree, a College diploma in a related field, or a completed CIP designation.
• A minimum of 2 years of prior claims adjusting experience.
• Hands-on experience handling personal auto claims for drivable/non-drivable/non-repairable/total loss vehicles, as well as commercial claims.
• Previous work experience handling Bodily Injury claims is considered an asset.
• A legal background is considered a strong asset.
• A true passion for negotiation, conflict resolution, and finding creative solutions to complex disputes and reasonable settlements.
• Strong analytical and decision-making skills with the ability to remain calm under pressure in a busy, fast-paced environment.
• High adaptability, a strong desire to support team members and contribute to the improvement of operational efficiencies.
• Experience using claims systems (e.g., Guidewire ClaimCenter, PolicyCenter, AudaTarget, Audatex Qapter, Mitchell, CROMS, etc.).
• Proficiency in Microsoft Office programs (Outlook, Word, Excel).
• Exceptional verbal and written communication skills.
• Bilingual in French and multilingual in other languages is considered a strong asset.
   

Salary Range: $51,300 - $94,400