Job Description:

Act as the initial point of contact for all claims and provide frontline service, advice on policy coverage and the claims process for express claims (eg. claims that meet straight through process eligibility requirements. Role also triages incoming calls and re-directs to appropriate areas.

Responsibilities:

• Answer incoming calls: Promptly and professionally manage a high volume of calls on the virtual reception line, ensuring a seamless customer experience.
• Provide clear and courteous assistance: Address inquiries, transfer calls to the appropriate team members, or department.
• Maintain call logs: Accurately record call details for trending purposes.
• 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.

Qualifications:

• Strong verbal communication skills and a clear, pleasant phone manner
• Excellent organizational and multitasking abilities.
• Previous experience in a call center, or customer service role is preferred.
• Ability to work independently and remain composed under pressure.
• Tech-savvy with a focus on accuracy and attention to detail.

SHAREHOLDER

Prioritize and manage own workload to meet SLA requirements for service and productivity.

Understand and apply operating policies and procedures for supporting the accuracy of all straight through claims.

Contribute to business objectives for Operational Excellence

Support the timely and accurate completion of business processes and procedures.

Escalate non-standard or high risk activities as necessary

Complete investigations - report / escalate risk issues or process gaps identified

Identify and recommend opportunities to enhance productivity, effectiveness and operational efficiency.

Ensure necessary due diligence to support the accuracy of all customer transactions / activities.

Be knowledgeable of and comply with Bank Code of Conduct.

EMPLOYEE / TEAM

Participate fully as a member of the team, support a positive work environment that promotes service to the business, quality, innovation and teamwork and ensure timely communication of issues/ points of interest.

Support the team by continuously enhancing knowledge / expertise in own area and participate in knowledge transfer within the team and business unit

Participate in personal performance management; meet professional/personal development objectives by utilizing learning maps and external courses as required.

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

Contribute to a fair, positive and equitable environment that supports a diverse workforce.

Act as a brand champion for the business area/function and the bank, both internally and/or externally.

BREADTH & DEPTH

Complete straight through process for claims that meet the eligibility requirements.

Work within well-defined rule-based guidelines, accountable for completing low-risk, repetitive processes within standardized framework and generally limited financial impact.

Completes single-step transactions using a limited number of systems and/or apps.

Identify issues and escalates internally; typically addressing routine minimal discretion.

Collaboratively work with internal and external partners to ensure claims are handled accurately and in a timely manner.

May require industry accreditation and training.

Typically reports into Team Manager.

EXPERIENCE & EDUCATION

1+ Years Relevant Experience

Who We Are:

As part of TD Bank Group, one of Canada's largest financial institutions, at TD Insurance, we care for Canadian families, making it easy to get the best advice, protection, and support in their moments of need, always.

TD Insurance offers a wide range of products, including General Insurance and Life and Health. More than four million customers count on us.

As the largest direct to consumer insurer in Canada, we are always innovating and providing exciting and rewarding career opportunities for our Canada-wide workforce.

Our Total Rewards Package
Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical, and mental well-being goals. Total Rewards at TD includes a base salary, variable compensation, and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs. Learn more

Additional Information:
We're delighted that you're considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we're committed to providing the support our colleagues need to thrive both at work and at home.

Please be advised that this job opportunity is subject to provincial regulation for employment purposes. It is imperative to acknowledge that each province or territory within the jurisdiction of Canada may have its own set of regulations, requirements.

Colleague Development
If you're interested in a specific career path or are looking to build certain skills, we want to help you succeed. You'll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities. Whether you have a passion for helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization at TD - and we're committed to helping you identify opportunities that support your goals.

Training & Onboarding
We will provide training and onboarding sessions to ensure that you've got everything you need to succeed in your new role.

Interview Process
We'll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

Accommodation
Your accessibility is important to us. Please let us know if you'd like accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process.

We look forward to hearing from you!

Language Requirement (Quebec only):
Sans Objet