02 Jan
Co-operators
Québec City
Language: Bilingualism in English and French is required.
Job Grade: 5
Hiring Manager: Josee Paquin
Referral Award: No
The Opportunity:
We are a leading Canadian financial services co-operative committed to being a catalyst for a sustainable and resilient society and our team is essential to deliver on this strategy. That’s why we prioritize our people, to ensure we provide a strong culture and development opportunities which enables our team to thrive and to live our purpose. The best part is that you will work with people that care passionately about you, our clients, and our communities.
Our Claims team aspires to create peace of mind for our clients and our communities.
Our national team of knowledgeable and trusted professionals serve our clients with compassion. We are passionate about continuous improvement and operate with high-integrity, motivated by our desire to do the right thing for our clients.
As a Senior Claims Learning Coach, you will support content curation, training delivery, and coaching of claims to develop talent and proficiency with the Quebec team. You will work closely with the Claims Learning and Development Team, leaders and colleagues on the delivery of an impactful learner experience contributing to exceptional client service, goal achievement and employee development.
How you will create impact:
- Partnering with Claims Learning to co-facilitate and/or participate in training and workshops where complexity of content requires Subject Matter Expert.
- Leading the evaluation of learners through training assessments, observation and feedback sessions, ensuring foundational learning transfer and support the transition to business as usual with seamless transition to technical leader.
- Providing coaching to learners through ambiguous situations driving autonomous decision making to resolve complex claims.
- Providing exceptional client service in accordance with claims service and quality standards during phone and/or field interactions.
- Partnering with leaders, learners and Claims Learning to determine critical areas requiring learning resources and skills development and feedback to Technical Supervisors during the learning phase.
How you will succeed:
- You have an innovative mindset to improve operational efficiencies and ability to influence change, with a primary focus on client needs.
- You use critical thinking skills to recognize assumptions, evaluate arguments, draw conclusions and proactively propose solutions.
- You have strong communication skills to clearly convey messages and explore diverse points of view.
- You build trusting relationships and provide guidance to support the development of colleagues.
To join our team:
- You have two years of coaching or supervisory experience with demonstrated ability to mentor, coach and contribute to the learning and development of staff.
- Minimum 5 years of discipline specific experience.
- Experience in multi-lines on business will be an asset (automobile, property and commercial).
- You have a post-secondary education in Insurance and Risk Management or related field.
- You have or working towards your Chartered Insurance Professional designation.
- You have or are ready to work towards the Provincial adjuster licenses in the near future.
- Expert knowledge of policy wordings, legislation and regulations and comprehensive knowledge of insurance policies.
- Demonstrated ability to mentor,
coach and contribute to the development of staff by supporting people to take risks and experiment through prompt and specific feedback.
- Demonstrated ability to interpret and explain complex situations/concepts using simple and precise language to drive effective knowledge and skill transfer.
- Experience with manual reserving processes and guidelines.
- This position primarily works with majority francophone groups, and teams located in Québec, and requires proficiency in French.
- Proficiency in both English and French is essential to the main duties in this role, including servicing and communicating primarily with majority anglophone and francophone clients, groups, and teams. The essential non-French duties are not assignable to adjacent or other team members.
What you need to know:
- You will travel occasionally.
- This role involves direct contact with clients and/or service providers.
- Rotational shifts outside of standard business hours, Monday through Saturday.
- Extended work hours, including evenings and weekends, will be required during peak periods and major events.
- This role operates in a contact centre environment where staff will be working in a challenging and fast paced work environment that requires a high level of audio and visual concentration for extended periods of time.
- You will be subject to a Background check as a condition of employment, in the event you are the successful candidate.
What’s in it for you?
- Training and development opportunities to grow your career.
- Flexible work options and paid time off to support your personal and family needs.
- A holistic approach to your well-being, with physical and mental health programs and a supportive workplace culture.
- Paid volunteer days to give back to your community.
- In addition to our competitive salary and incentive programs, eligible employees also benefit from a comprehensive total rewards package including group retirement savings plans, pension and benefits (e.g., health and wellness, dental, disability and life coverage), mental health support and an employee assistance program.
#J-18808-Ljbffr
Impress this employer describing Your skills and abilities, fill out the form below and leave Your personal touch in the presentation letter.