Team Lead - Customer Care

LGM Financial Services; Montreal; On-site; CAD 90,000 - 100,000; Full time

Job summary

A national leader in automotive services is seeking a Team Lead - Customer Care in Montreal. This key role involves overseeing Adjuster staff, ensuring exceptional customer service and coaching team members. Ideal candidates should possess strong organizational skills and be able to manage complex claims. A competitive salary range of $90,000 - $100,000 plus bonuses is offered along with comprehensive benefits. Join us in redefining excellence in customer experience.

Benefits

Competitive salary

Benefits

RRSP

Bonus

Wellness programs

Education sponsorship

Community days

Birthday off

Vehicle rebate up to $400/month

Career development opportunities

Culture focused on innovation and social impact

Qualifications

• 2+ years claims adjusting experience required.
• 2+ years automotive service or insurance claims experience required.
• 2+ years in a team lead or leadership role required.

Responsibilities

• Oversee front-line Adjuster staff for accurate customer service.
• Manage claims adjudication team to meet service level targets.
• Support escalated claims and coach team members.

Skills

Organizational skills

Customer service skills

Negotiation skills

Attention to detail

Multi-tasking

Telephone manner

Motivational skills

MS Office proficiency

Bilingual (English/French)

Education

Automotive Technician Certification or relevant experience

College/university degree or equivalent

Valid Adjuster License (preferred)

AMF Certified (preferred)

CIP designation (asset)

Job description

Join to apply for the Team Lead - Customer Care role at LGM Financial Services

1 week ago Be among the first 25 applicants

Join to apply for the Team Lead - Customer Care role at LGM Financial Services

The Organization

LGM is a national leader in providing warranty, finance and insurance services to the Canadian automotive industry. Since 1998, LGM has been successfully supplying quality products and leading training solutions to Canadian automotive dealerships. Dealer partnerships are complemented with the strong backing and support of their automotive manufacturing brands, which include BMW / MINI, Kia, Mazda, Volvo, Jaguar, Land Rover / Range Rover, and Mitsubishi Motors.

The Job

The Team Lead, Customer Care is responsible for overseeing all front-line Adjuster staff, ensuring an accurate, timely, and customer-oriented approach to automotive extended warranty claims. A subject matter expert, the Team Lead assists Claims Adjusters requiring adjudication support and review of complex claims. The role also involves supporting escalated claims and coaching team members to deliver industry-leading customer service.

Key Responsibilities

1. Provide exceptional customer service via telephone, live chat, and written correspondence to customers, auto dealerships, and repair facilities.
2. Manage the operational claims adjudication team to meet service level and KPI targets.
3. Assess and implement actions to address performance gaps, reallocating resources as needed.
4. Support adjudication of all claim types, including complex claims, and assist with contact channel tasks.
5. Deliver coaching, performance management, and process improvements to meet departmental objectives.
6. Monitor and guide front-line processes, work allocation, and ticketing systems.
7. Create technical documents and process flows as needed.
8. Provide daily support through floor presence or virtual check-ins, offering guidance and coaching.
9. Set clear expectations, hold team members accountable, and provide feedback for performance improvement.
10. Collaborate with Technical Claims Advisors to ensure ongoing development and adherence to frameworks.

Leadership Competencies

• Self-Management
• Results Focused
• Effective Communicator
• Empowers and Coaches Others
• Collaboration and Influence
• Builds Teams
• Innovation and Change Leadership

Required Skills

• Excellent organizational and time management skills
• Exceptional customer service skills
• Tactful negotiator
• Attention to detail
• Multi-tasking ability
• Courteous telephone manner
• Motivational skills
• Proficiency in MS Office
• Bilingual (English/French) is an asset
• Valid licensing (e.g., AB, BC)

Education

• Automotive Technician Certification or relevant industry experience
• College/university degree or equivalent experience
• Valid Adjuster License (preferred)
• AMF Certified (preferred)
• CIP designation (asset)

Experience

• 2+ years claims adjusting experience
• 2+ years automotive service or insurance claims experience
• 2+ years in a team lead or leadership role

The Rewards

• Competitive salary: $90,000 - $100,000 + bonus
• Onsite in Montreal / Laval
• Benefits, RRSP, bonus, wellness programs, education sponsorship
• Community days and birthday off
• Vehicle rebate up to $400/month
• Career development opportunities
• Culture focused on innovation and social impact

Ready to shape the future of customer experience? Apply now at lgm.ca/careers

Let’s redefine excellence together.