Claims Relationship Manager

Intact Financial Corporation; Vancouver; Hybrid; CAD 70,000 - 106,000; Full time

Job summary

A financial services company in Vancouver is seeking a Claims Relationship Manager to enhance client satisfaction and resolve complex claims issues. This role involves providing exceptional customer service, analyzing claims, and collaborating with various units to implement solutions. Ideal candidates will have a strong background in property, auto, and casualty claims with a minimum of 8 years of experience. Join a supportive workplace offering flexible arrangements and financial rewards.

Benefits

Employee Share Purchase Plan

Flexible work arrangements

Wellness account

Access to virtual healthcare

Inclusive employee-led networks

Qualifications

• Minimum of 8 years experience managing and/or processing insurance claims.
• Ability to think critically and seek solutions for customers.
• Proficient in diffusing situations with customers and stakeholders.

Responsibilities

• Analyze complex, escalated claims in accordance with the Complaint Handling Protocol.
• Conduct thorough fact-finding using all available resources.
• Provide outstanding service to customers and brokers throughout the complaints process.
• Support on executive level complaints and manage Broker Escalations database.

Skills

Extensive knowledge of property, auto and/or casualty claims

Strong investigative skills

Exceptional customer service skills

Superior written and verbal communication skills

Ability to work independently

Education

University degree or relevant training

Completed or working towards CIP designation

Tools

Guidewire (CC)

Salesforce (C360)

Word, Excel, and SharePoint

Job description

Our employees are at the heart of everything we do. Together, we help people, businesses, and society prosper in good times and be resilient in bad times.

Our employee promise represents Intact’s commitment to you in exchange for living our Values, striving to do your best work, being open to change and investing in your career. In return, we promise to provide support, opportunities and performance‑led financial rewards at a workplace where you can shape the future, win as a team and grow with us.

About the role

We’re looking for a Claims Relationship Manager to join our growing team! Are you passionate about turning challenges into opportunities and providing exceptional customer experiences? Join our dynamic team as a Claims Relationship Manager, where you will be at the forefront of resolving complex customer claims issues and enhancing client satisfaction. In this role you will dive into customer claims files, collaborate with various business units, and leverage your claims technical expertise to make impactful decisions.

If you’re ready to make a different and drive positive change, this is the role for you!

What you’ll do here:

• Analyze complex, escalated claims in accordance with the Complaint Handling Protocol
• Conduct thorough fact‑finding using all available resources and cross‑functional inputs
• Make sound, compliant decisions aligned with company guidelines and policies
• Support on executive level, better business bureau, and social media complaints

• Provide outstanding service to customers and brokers throughout the complaints process
• Re‑establish understanding and positive rapport with customers, vendors, and brokers
• Offer coaching, technical guidance, and recommendations to internal and external stakeholders to resolve problem claim files, and follow through on resolution implementation
• Collaborate with the Customer Complaints Resolution Office on complex cases

• Maintain and manage the Broker Escalations database with a high level of accuracy and adherence to best practices
• Act as Business Risk Compliance Office representative for Claims West

• Prepare studies or briefs for management highlighting trends, root causes, and opportunities to reduce complaint recurrence
• Regularly review adherence to business processes and compliance requirements
• Proactively identify and implement efficiency improvements within the team

• Participate in special projects as needed, contributing subject‑matter expertise and practical recommendations

What you bring to the table:

• Extensive knowledge of property, auto and/or casualty claims. Minimum of 8 years experience managing and/or processing insurance claims is required
• University degree or any combination of training and experience deemed relevant for the role
• Completed or working towards completion of CIP designation
• Very strong understanding of policy wordings and application, Claims Guidelines, Best Practices, and Standard Operating Procedures
• Strong investigative skills and ability to think critically
• Exceptional customer service skills and ability to proactively seek solutions for customers
• Superior written and verbal communication skills including proven ability to deliver unfavorable news
• Proficient in diffusing situations with customers, brokers, and other stakeholders showing resilience when under stress
• Passion for continuous improvement and ability to mentor and coach peers
• Excellent priority management, organizational, and multi‑tasking skills
• Ability to work independently demonstrating autonomy
• Strong working knowledge of various Provincial regulatory requirements
• Proficiency with computer software including Word, Excel, and SharePoint
• Experience using Guidewire (CC) and Salesforce (C360) is an asset

This role is eligible for employee referral bonus. #myReferrals3000

#LI-Hybrid

Salary of the successful candidate will typically be positioned between the following range, taking into consideration a number of factors including prior experience, qualifications, anticipated contribution to role, location and internal equity:

$70,200.00 - $105,200.00

What we offer

• A financial rewards program that recognizes your success
• An industry leading Employee Share Purchase Plan; we match 50% of net shares purchased
• An extensive flex pension and benefits package, with access to virtual healthcare
• Flexible work arrangements
• Possibility to purchase up to 5 extra days off per year
• An annual wellness account that promotes an active and healthy lifestyle
• Access to tools and resources to support physical and mental health, embracing change and connecting with colleagues
• A dynamic workplace learning ecosystem complete with learning journeys, interactive online content, and inspiring programs
• Inclusive employee‑led networks to educate, inspire, amplify voices, build relationships and provide development opportunities
• Inspiring leaders and colleagues who will lift you up and help you grow
• A Community Impact program, because what you care about is a part of what makes you different. And how you contribute to your community should be just as unique

We are an equal opportunity employer

At Intact, our Value of respect is founded on seeing diversity as a strength. We strive to create an accessible workplace where employees feel valued, included and encouraged to share their unique perspectives.

We encourage applications from individuals who are members of equity‑deserving groups, including but not limited to women, Indigenous peoples, persons with disabilities, Black people, and members of the 2SLGBTQI+ community.

As part of Intact’s commitment to reconciliation, we acknowledge that we work, meet and travel across the land currently called Canada, originally inhabited by First Nations, Metis and Inuit people. This history extends through many centuries and continues to evolve today.

We have policies to ensure equal access and participation for people with disabilities, including providing workplace adjustments (accommodations). A copy of applicable policies is available on request.

If we can provide a specific adjustment to make the recruitment process more accessible for you, please let us know when we reach out about a job opportunity. We’ll work with you to meet your needs.

If you are an employee of Intact or belairdirect, please apply for this role on Internal Career Site.