Service Desk Part Time (RICHMOND HILL)

The Home Depot Canada; Richmond Hill; On-site; CAD 70,000 - 100,000; Full time

Job summary

TD Insurance seeks a Residential Claim Specialist to manage complex, high-risk residential claims with extended lifecycles. The role emphasizes delivering exceptional customer outcomes while safeguarding the company's interests.

Reporting to a Team Manager, the position requires expert knowledge of claims lifecycle, fraud detection, and regulatory compliance, with collaboration across vendors and internal partners to ensure timely resolutions.

Qualifications

• Extensive experience handling complex residential insurance claims.
• Proven ability to manage high-risk, high-severity claims with long timelines.
• Strong knowledge of fraud identification, investigation, and escalation processes.

Responsibilities

• Handle complex, high-risk residential claims using advanced technical expertise.
• Meet with clients, witnesses, or other parties to obtain statements and negotiate settlements.
• Collaborate with internal teams, external vendors, and business partners to deliver timely claim resolutions.
• Apply claims management principles to control costs and minimize leakage.
• Identify potential fraudulent claims and manage them per policy.

Skills

Complex residential claims

Negotiation

Fraud identification

Claims lifecycle knowledge

Regulatory compliance

Job description

As a Residential Claim Specialist at TD Insurance, you will leverage your subject matter expertise to manage complex, high-risk residential claims, many with extended lifecycles of over one year. This role focuses on delivering exceptional customer outcomes while safeguarding TD Insurance’s business interests.

You will typically report to a Team Manager / Manager, Claims.

Key Responsibilities

Claims Management & Customer Experience

• Handle complex, high-risk residential claims using advanced technical expertise
• Meet with clients, witnesses, or other parties in the field to obtain statements and negotiate settlements, as required
• Collaborate with internal teams, external vendors, and business partners to deliver timely and accurate claim resolutions
• Apply claims management principles to control costs and minimize claims leakage
• Identify potential fraudulent claims and manage them in line with organizational policies and procedures
• Work with claims vendors to maintain agreed-upon service standards

Risk, Compliance & Business Protection

• Act as a subject matter expert within residential claims
• Ensure all claim documentation is accurate, complete, and compliant with regulatory and internal requirements
• Identify, manage, and accelerate non-standard or high-risk claims when necessary
• Protect organizational interests by identifying risks and applying appropriate controls
• Contribute to process improvement initiatives to enhance efficiency and effectiveness
• Participate in cross-functional and enterprise initiatives, providing expert guidance on complex claims scenarios
• Support a collaborative, inclusive, and positive team environment
• Share knowledge, provide coaching, and support skill development within the team
• Stay current on emerging trends, tools, and industry best practices
• Act as a brand ambassador for TD Insurance internally and externally

Job Requirements

• Extensive experience handling complex residential insurance claims
• Litigation Claims Experience
• Proven ability to manage high-risk, high-severity claims with long resolution timelines
• Expert understanding of the residential claims lifecycle and claims management practices
• Strong knowledge of fraud identification, investigation, and escalation processes
• Ability to operate at maximum claims authority, with escalation for select claims
• Expert industry knowledge with applicable accreditation and credentials
• Strong understanding of insurance regulations, operational environments, and compliance requirements
• Ability to leverage Claims Resources teams and subject matter experts to assess liability and damages
• Excellent judgment, decision-making, and negotiation skills
• Strong written and verbal communication abilities
• Proven ability to collaborate effectively across internal teams and external partners
• Strong organizational, prioritization, and time-management skills
• Comfortable working independently in complex and ambiguous situations
• Commitment to continuous learning and professional development

Who We Are:

As part of TD Bank Group, one of Canada's largest financial institutions, at TD Insurance, we care for Canadian families, making it easy to get the best advice, protection, and support in their moments of need, always.

TD Insurance offers a wide range of products, including General Insurance and Life and Health. Everyday, we strive to make every interaction, product and experience remarkably human and refreshingly simple for more than four million customers who count on us.

Our Total Rewards Package

Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical, and mental well-being goals. Total Rewards at TD includes a base salary, variable compensation, and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs.

Additional Information:

We're delighted that you're considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we're committed to providing the support our colleagues need to thrive both at work and at home.

Please be advised that this job opportunity is subject to provincial regulation for employment purposes. It is imperative to acknowledge that each province or territory within the jurisdiction of Canada may have its own set of regulations, requirements.

Colleague Development

If you're interested in a specific career path or are looking to build certain skills, we want to help you succeed. You'll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities.

If you're passionate about helping clients and building deep, lasting relationships, TD offers diverse career paths where you can grow your expertise and make a meaningful impact.

We're committed to your success and foster a respectful workplace where diverse perspectives are valued, everyone has fair opportunities to grow, and you can unlock your full potential to achieve your career goals. Here at TD, we hire and develop the best.

Training & Onboarding

We will provide training and onboarding sessions to ensure that you've got everything you need to succeed in your new role.

Interview Process

We'll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

Accommodation

Your accessibility is important to us. Please let us know if you'd like accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process.

We look forward to hearing from you!