Senior Claims Learning Coach - Bodily Injury

Co-operators; Edmonton; Hybrid; CAD 30,000 - 60,000; Full time

Job summary

A leading Canadian financial services co-operative is seeking a Senior Claims Learning Coach. This role focuses on developing talent and proficiency within the Claims team through training and coaching. Candidates should possess a strong background in insurance, at least 5 years of relevant experience, and excellent communication skills. The position is hybrid, located in Edmonton, and offers opportunities for professional development.

Benefits

Training and development opportunities

Flexible work options

Well-being programs

Volunteer opportunities

Qualifications

• Two years of coaching or supervisory experience.
• Minimum 5 years of discipline specific experience.
• Working towards Chartered Insurance Professional designation.
• Knowledge of policy wordings and insurance policies.

Responsibilities

• Co-facilitate and participate in training and workshops as a Subject Matter Expert.
• Evaluate learners through assessments and feedback sessions.
• Provide coaching to learners to resolve complex claims.
• Ensure exceptional client service during interactions.
• Determine areas requiring learning resources and skills development.

Skills

Innovative mindset

Critical thinking

Strong communication skills

Relationship building

Coaching experience

Education

Post-secondary education in Insurance and Risk Management

Job description

Overview

Company: CGIC

Department: Claims

Employment Type: Permanent Full Time

Work Model: Hybrid

Language: English is required, French is an asset.

Additional Information: This / these role(s) is / are currently vacant.

The Opportunity :

We are a leading Canadian financial services co-operative committed to being a catalyst for a sustainable and resilient society and our team is essential to deliver on this strategy. That’s why we prioritize our people, to ensure we provide a strong culture and development opportunities which enables our team to thrive and to live our purpose. The best part is that you will work with people that care passionately about you, our clients, and our communities.

Our Claims team aspires to create peace of mind for our clients and our communities. Our national team of knowledgeable and trusted professionals serve our clients with compassion. We are passionate about continuous improvement and operate with high-integrity, motivated by our desire to do the right thing for our clients.

As a Senior Claims Learning Coach, you will support content curation, training delivery, and coaching of complex claims to develop talent and proficiency with the Bodily Injury team. You will work closely with the Claims Learning and Development Team, leaders and colleagues on the delivery of an impactful learner experience contributing to exceptional client service, goal achievement and employee development.

Responsibilities

• Partnering with Claims Learning to co-facilitate and / or participate in training and workshops where complexity of content requires Subject Matter Expert.
• Leading the evaluation of learners through training assessments, observation and feedback sessions, ensuring foundational learning transfer and support the transition to business as usual with seamless transition to technical leader.
• Providing coaching to learners through ambiguous situations driving autonomous decision making to resolve complex claims.
• Providing exceptional client service in accordance with claims service and quality standards during phone and / or field interactions.
• Partnering with leaders, learners and Claims Learning to determine critical areas requiring learning resources and skills development and feedback to Technical Supervisors during the learning phase.

Qualifications

• You have an innovative mindset to improve operational efficiencies and ability to influence change, with a primary focus on client needs.
• You use critical thinking skills to recognize assumptions, evaluate arguments, draw conclusions and proactively propose solutions.
• You have strong communication skills to clearly convey messages and explore diverse points of view.
• You build trusting relationships and provide guidance to support the development of colleagues.
• You have two years of coaching or supervisory experience with demonstrated ability to mentor, coach and contribute to the learning and development of staff.
• Minimum 5 years of discipline specific experience.
• You have a post-secondary education in Insurance and Risk Management or related field.
• You have or working towards your Chartered Insurance Professional designation.
• You have or working towards the Provincial adjuster licenses.
• Expert knowledge of policy wordings, legislation and regulations and comprehensive knowledge of insurance policies.
• Demonstrated ability to mentor, coach and contribute to the development of staff by supporting people to take risks and experiment through prompt and specific feedback.
• Demonstrated ability to interpret and explain complex situations / concepts using simple and precise language to drive effective knowledge and skill transfer.
• Experience with manual reserving processes and guidelines.

What you need to know

• You will travel occasionally.
• This role involves direct contact with clients and / or service providers.
• Flexibility with shifts is required Monday to Friday to accommodate various time zones.
• You will be subject to a Background check as a condition of employment, in the event you are the successful candidate.

Benefits

• Training and development opportunities to grow your career.
• Flexible work options and paid time off to support your personal and family needs.
• A holistic approach to your well-being, with physical and mental health programs and a supportive workplace culture.
• Volunteer opportunities to give back to your community.