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Specialist Risk Claims

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Employer: 
Labatt
Posted: 
2018-01-18
Job Type: 
Full Time
Employment length: 
Permanent
Language requirements: 
English
Education requirements: 
Secondary (high) school graduation certificate
Job experience: 
1 year to less than 2 years
Job industry: 
Sales
Job Location: 
Toronto

Job Description:

 

Management of Third Party Escalated Complaints / Claims:  execute high quality, cost effective resolutions/outcomes to escalated consumer claims and third party claims in Canada by

 

(a) Establishing and administering consistent practices and policies to mitigate financial and operational risk

(b) Having a customer service-focus to delivering high-quality service delivery, balancing customer satisfaction and brand/corporate reputation and responsibility.

(c) Supporting the Customer Relationship Group to proactively problem-solve and manage escalated consumer complaints and third party concerns.

(d) supporting the Claims Manager to manage and resolve third-party auto accidents, identifying opportunities to improve overall/general incident outcomes working with partners to execute (team members, 3rd-party, Auto Insurers, Claimants, Functional/Site Leaders).

(e) Identifying opportunities to reduce, prevent and transfer risk through risk analysis, certificates of insurance and contract review and working with partners to execute (team members, Labatt legal, brand teams, and our event partners).

 

Scope includes:  third party claims (product, promotional, premises and automobile liability exposures), complaints and concerns escalated by CRG, Occupational incidents (WSIB claims) and all Non-occupational incidents (claims for coverage under company's disability insurance programs).

Supporting the Claims Manager with Corporate Insurance Strategy and Execution (non-employee-disability related), including:

 

(a) Supporting Claims Manager of risk management and insurance budgets, and allocating premiums to Functions.

Ensuring fulfillment of contractual obligations, and placing surety bonds.

Management of 3rd Party Claims, including supporting Claims Manager with

(a) Claims process, through incident investigation and cost allocation if payout is required

(b) Insurance reserve management, with support from Legal & Control.

(c) Interactions with claimant(s) to preserve company goodwill and avoid negative publicity (maintain the integrity of the brand and company reputation), while still mitigating financial and operational risk (evaluating and negotiating settlements and pushing for loss transfer to 3rd party where possible).  Often requires management of difficult communications with claimants and their legal or paralegal representatives).

(d) Interactions with internal functions Corporate Affairs, Legal, and External Counsel,

(e) preparing/coordinating defense material

(f) Attending court proceedings and acting as Company witness where required.

 

Scope includes: CLAIMS (auto, product, events, premises, tenant, and vendor subrogated claims) and CUSTOMER COMPLAINTS (which may then involve media, food safety regulators, etc.)

 

(a) Claims process, through incident investigation and cost allocation if payout is required

(b) Insurance reserve management, with support from Legal & Control.

(c) Interactions with claimant(s) to preserve company goodwill and avoid negative publicity (maintain the integrity of the brand and company reputation), while still mitigating financial and operational risk (evaluating and negotiating settlements and pushing for loss transfer to 3rd party where possible).  Often requires management of difficult communications with claimants and their legal or paralegal representatives).

(d) Interactions with internal functions Corporate Affairs, Legal, and External Counsel,

(e) preparing/coordinating defense material

(f) Attending court proceedings and acting as Company witness where required.

 

Scope includes: CLAIMS (auto, product, events, premises, tenant, vendor subrogated claims) and CUSTOMER COMPLAINTS (which may then involve media, food safety regulators, etc.)

Prevention of 3rd Party Claims, including overall ownership of:

(a) Upfront Risk Assessment with sales and marketing to review of detailed event/activation plans, contract language, security plans, use of commercial insurance, proposed facilities, new program activities, protections afforded Labatt.

(b) executing Risk Management by supporting effective loss controls to mitigate risk e.g., review of safety plans, loss transfer opportunities, certificates of insurance, bonding, procuring specialty insurance programs, document and records retention,

 

Compliance with insurer requirements and contractual obligations

 

 

Job Responsibilities

  • Management of Third Party Escalated Complaints /  Claims:  execute high quality, cost effective resolutions/outcomes to escalated consumer claims and third party claims in Canada by

(a) establishing and administering consistent practices and policies to mitigate financial and operational risk

(b) having a customer service-focus to delivering high-quality service delivery, balancing customer satisfaction and brand/corporate reputation and responsibility.

(c) supporting the Customer Relationship Group to proactively problem-solve and manage escalated consumer complaints and third party concerns.

(d) supporting the Claims Manager to manage and resolve third-party auto accidents, identifying opportunities to improve overall/general incident outcomes working with partners to execute (team members, 3rd-party, Auto Insurers, Claimants, Functional/Site Leaders).

(e) identifying opportunities to reduce, prevent and transfer risk through risk analysis, certificates of insurance and contract review and working with partners to execute (team members, Labatt legal, brand teams, and our event partners).

Scope includes:  third party claims (product, promotional, premises and automobile liability exposures), complaints and concerns escalated by CRG, Occupational incidents (WSIB claims) and all Non-occupational incidents (claims for coverage under company's disabilty insurance programs).

  • Supporting the Claims Manager with Corporate Insurance Strategy and Execution (non-employee-disability related), including:

(a) Supporting Claims Manager of risk management and insurance budgets, and allocating premiums to Functions.

(b) Ensuring fulfillment of contractual obligations, and placing surety bonds.

  • Management of 3rd Party Claims, including supporting Claims Manager with

(a) claims process, through incident investigation and cost allocation if payout is required

(b) insurance reserve management, with support from Legal & Control.

(c) Interactions with claimant(s) to preserve company goodwill and avoid negative publicity (maintain the integrity of the brand and company reputation), while still mitigating financial and operational risk (evaluating and negotiating settlements and pushing for loss transfer to 3rd party where possible).  Often requires management of difficult communications with claimants and their legal or paralegal representatives).

(d) interactions with internal functions Corporate Affairs, Legal, and External Counsel,

(e) preparing/coordinating defense material

(f) attending court proceedings and acting as Company witness where required.

  • Compliance with insurer requirements and contractual obligations

Post-Secondary, related graduate degree

3-5 year related experience, previous claim management experience:

- Experienced Escalated or Supervisory Customer Service provider

- Familiar with auto insurance legislation

- Experience with multi-line insurance products

- Data management specific to confidential and sensitive legal claims

- Cost Liability reporting including frequency and acuity data

- Awareness of all ethical guidelines related to Claims Management

- Experience with Insurance Industry standards and policy development

- Risk Management experience

Excellent soft skills:

- Excellent communication skills both verbal and written

- Ability to provide positive coaching on varied issues to optimize behavioral changes or resolution

- Tactful regarding confidentiality

- Demonstrated ability to problem-solve complex issues

- Ability to nurture relationships at all levels within the Company, and outside the Company