Claim Administrator

• The environment - we understand the importance of work-life balance and strive to provide a supportive work environment that allows our employees to achieve both personal and professional goals.
• Impactful work - get the opportunity to work on meaningful projects that have a positive impact on our customers, our company, and society as a whole.
• Deliver excellence - provide a personal, accurate, professional, and courteous service and resolution to our customers.
• Have your voice heard - with a fresh perspective, we welcome those that can highlight opportunities for improvement. We encourage creative and innovative thinking and welcome candidates who are not afraid to challenge the status quo.

• Supports the Division customer service delivery promise by establishing contact with business partners and claimants, providing information, setting context to manage expectations, communicating ongoing claim status updates and answering enquiries.
• Provides prompt and appropriate action in support of workflow for the team within established service standards.
• Set up and input of new claims (Life, Waiver of Premium, Critical Illness and Living Benefit Advance), including terminating policies on the policy administration systems.
• Assign claims to the appropriate queues, keeping within service requirements.
• Participate in team collaboration to ensure optimal workflow and adherence to client service levels.
• Manage the group mailbox and respond to incoming enquiries.
• Provide information about new claims setup to reinsurance partners.
• Prepare memos and correspondence as requested by team members.
• Perform daily balancing on a rotating basis.
• Perform month end account reconciliations.
• Process Reinsurance billings and payments.
• Tests and reports on system changes relating to claim processing that relate to claim set ups and policy terminations.
• Process Express Life claims within established approval limits up to $50,000.
• Manage Total Disability claims by calling or writing to claimants for an update on their condition and determining next action needed.
• Outbound calls to Funeral Homes and clients.
• May take inbound calls from clients and advisors reporting or following up on claims.
• May provide cross functional Hybrid support across teams

What we’re looking for you to have

• 3+ years work experience in an office setting
• Bilingualism (English/French) required
• Knowledge of word processing, spreadsheet, and database computer software
• Knowledge of Retail insurance business operations would be an asset
• Previous experience using E-Capsil, C-Capsil, Ingenium and OnBase is preferred
• Completion of a college diploma with courses in business communication, word processing as well as database management and spreadsheets would be an asset
• Completion of a medical terminology or billing course would be an asset
• Insurance related courses are an asset
• Working towards LOMA ALMI and/or ACS designation
• Ability to prioritize and balance multiple tasks and attention to detail/accuracy
• Ability to maintain confidentiality of information
• Customer focus, service orientation
• Ability to work independently and as a collaborative team member
• Clear listening and verbal/written communication skills
• Ability to apply policy terms and make timely decisions to solve problems
• Adaptability
• If you are applying for a position which is open to applicants across Canada, unless otherwise indicated in the position, language proficiency in English is required for communicating with customers, advisors, or employees across Canada.

Beyond the salary

• Hybrid work model
• Competitive salaries with annual pay increases
• Annual bonus program, which recognizes both strong company performance and individual contributions, for non sales positions
• Access to learning & development programs, and education/tuition reimbursement (role dependent), to support your professional growth and career advancement.
• Competitive uncapped commission, for sales positions
• A comprehensive employer-funded benefits package starting from day one of employment, that includes life insurance, health and dental and a generous health account
• Flexible work arrangements and an annual allotment of personal health days.
• Four weeks annual vacation from hire date
• A defined contribution pension plan with generous employer matching
• Top up programs for parental leave and compassionate leave
• Employer-sponsored wellness and recognition programs

• A cash employee referral program

To learn more about working at Empire Life, visit https://www.empire.ca/workatempire.

Get to know us

Empire life is proud to be an equal opportunity employer. We celebrate diversity, are committed to creating an inclusive environment, and welcome everyone to participate in our application process. We encourage those of all backgrounds and experiences to apply, even if you don't believe you meet each unique qualification outlined. Applicants will receive equal consideration without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, or age.