Claims Care Team Lead

AMA - Alberta Motor Association; Calgary; Hybrid; CAD 70,000 - 95,000; Full time

Benefits offered by this job

Competitive salary

Flexible benefits

AMA discounts

Unlimited learning opportunities

Paid vacation and Volunteer Day/Me-Day

Hybrid work model

Job summary

AMA - Alberta Motor Association is seeking a Claims Care Team Lead to oversee day-to-day operations of the Claims Care Team and guide advisors and adjusters, ensuring high-quality service and alignment with business objectives. This hands-on leader will coach the team and work closely with the Supervisor to support daily operations.

You will monitor performance, manage workloads and escalations, and promote a positive, inclusive team environment in a hybrid work model.

Qualifications

• Post-secondary education in a related field.
• Active pursuit or completion of CIP, FCIP and/or CRM insurance designation.
• Minimum five years of claims-handling experience.
• Sound knowledge of insurance legislation and regulatory requirements.

Responsibilities

• Oversee day-to-day operations of the Claims Care Team to meet member service expectations and company objectives.
• Provide guidance, coaching, mentoring, and support to claims advisors and adjusters.
• Work with the team to manage workloads, escalations, complex claims, and other priorities.
• Monitor phone system statistics and service levels, identify opportunities to improve performance.
• Help ensure high-quality claim handling, technical excellence, and compliance with company requirements.
• Support claims-handling practices that comply with regulatory and company standards.
• Collaborate with other departments and maintain positive relationships with vendors and partners.

Skills

Leadership

Coaching/Mentoring

Team collaboration

Analytical thinking

Prioritizing and planning

Communication

Decision making

Initiative

Education

Post-secondary education in a related field

Insurance designation in progress (CIP/FCIP/CRM)

Job description

Claims Care Team Lead

When it comes to leading a team, you're the whole package: an enthusiastic team player, supportive coach, and hands-on leader. You enjoy motivating people to achieve success and take pride in helping others learn and grow. For you, leadership is about making a positive difference for our members and the advisors on your team.

As the Claims Care Team Lead, you'll oversee the day-to-day operations of the Claims Care Team and support the delivery of high-quality claims service. You'll provide guidance to claims advisors and adjusters, assist with technical and operational aspects of claims handling, and help ensure the team is meeting service, quality, and business objectives.

You'll also act as a key partner and backup to the Supervisor, Claims Care, supporting them in all aspects of team leadership and daily operations. This includes assisting with employee coaching, workflow management, operational decisions, escalations, and other leadership responsibilities. You're a hands-on leader who is not afraid to get into the thick of things with the team, step in where needed and work alongside employees to get the job done.

WHAT MOVES YOU

• You're an enthusiastic and supportive leader who enjoys helping others succeed.
• You're a strong coach who can motivate, mentor, and develop team members.
• You're a hands-on team player who is willing to work alongside advisors and adjusters, particularly during busy or challenging periods.
• You have outstanding analytical and problem-solving skills, with the ability to evaluate options and implement effective solutions.
• Prioritizing, planning, and organizing come naturally to you.
• You're detail-oriented and able to manage multiple priorities in a fast-paced environment.
• Your excellent communication and relationship-building skills make it easy to gain the trust and support of others.
• You have strong decision-making skills and can clearly explain and support your recommendations.
• You're comfortable taking initiative, providing direction, and stepping in as a reliable backup to the Supervisor.

WHAT YOU'LL DO

• Report to the Supervisor, Claims Care, and act as a key leadership partner and backup.
• Support the Supervisor in all aspects of team leadership, daily operations, and service delivery.
• Oversee the day-to-day activities of the Claims Care Team to meet member service expectations and company objectives.
• Provide guidance, coaching, mentoring, and support to claims advisors and adjusters.
• Work directly alongside the team when required to help manage workloads, escalations, complex claims, or other operational priorities.
• Monitor phone system statistics and service levels, as required, and identify opportunities to improve performance.
• Help ensure high-quality claim handling, technical excellence, and operational efficiency.
• Support claims-handling practices that comply with legislative, regulatory and company requirements.
• Monitor subrogation activities and ensure recoveries are pursued and posted in a timely manner.
• Determine severity following catastrophe events and establish case reserves, as required.
• Assist with escalations, technical questions, workflow decisions, and other matters requiring leadership support.
• Identify team training needs and support the development and growth of employee skill sets.
• Collaborate with other departments and maintain positive working relationships with vendors and business partners.
• Promote a positive, inclusive, and accountable team environment.

WHAT YOU'VE DONE

• You have post-secondary education in a related field.
• You are actively pursuing or have completed an insurance designation, such as the CIP, FCIP and/or CRM.
• You have a minimum of five years of claims-handling experience.
• You have sound knowledge of insurance legislation, regulatory requirements, and compliance practices.
• You have knowledge of current trends, technology, and advancements in the insurance industry.
• You have experience providing coaching, guidance, or informal leadership to others.
• You have the ability to work effectively in a team environment, collaborate with multiple departments, and build strong relationships with vendors.
• You're comfortable balancing leadership responsibilities with hands-on operational support.

WHAT YOU'LL GET

• Competitive salary.
• Flexible benefits.
• Great AMA discounts.
• Unlimited learning opportunities.
• Paid vacation and other paid time off, including a Volunteer Day and Me-Day.
• This role follows a hybrid light work model, with approximately 20% of your time spent working in the office - typically one day per week. New employees are expected to work full-time in the office during the initial onboarding and training period.

WORK MODEL:

Hybrid

We thank all applicants for their interest; however, only those selected for an interview will be contacted.