Total Loss Auto Claims Advisor (Calgary On-site)

TD Bank Group; Calgary; On-site; CAD 59,000 - 83,000; Full time

Job summary

TD Bank Group in Calgary seeks an Auto Property Damage Advisor to guide customers through the auto claims process from start to finish. You will gather information, assess damages, coordinate repairs, and explain coverage and options with empathy and clarity.

The role emphasizes strong communication, problem-solving, and the ability to manage multiple priorities in a fast-paced setting. A CIP designation is an asset.

Qualifications

• 1–3 years of experience in customer service or insurance.
• Excellent communication and relationship-building skills.
• Strong problem-solving and decision-making abilities.
• Ability to stay organized and manage multiple priorities.
• CIP designation or progress toward obtaining CIP designation is an asset.

Responsibilities

• Manage auto damage claims from setup through final settlement.
• Provide updates and set clear expectations for customers.
• Coordinate repairs with facilities, appraisers and vendors.
• Negotiate claim outcomes with fairness and accuracy.
• Maintain detailed file notes and documentation.
• Collaborate with teammates and leaders on complex cases.

Skills

Customer service

Communication

Problem solving

Organization

Job description

Work Location: Calgary, Alberta, Canada Hours: 35 Line of Business: TD Insurance Pay Details: $58,800 - $83,000 CAD TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, geographic location, and other specific business and organizational needs. As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.

Job Description

About the Role

• As an Auto Property Damage Advisor, you will help customers navigate the claims process after their vehicle has been damaged in an accident.
• You will manage claims from start to finish by gathering information, assessing damages, coordinating repairs, and helping customers understand their coverage and next steps.
• You'll work with customers, repair facilities, vendors, and business partners to resolve claims fairly and efficiently.
• This role requires strong communication skills, problem-solving abilities, negotiation, and the ability to manage multiple priorities in a fast-paced environment.
• You will play an important role in helping customers through a difficult time while delivering fair outcomes and exceptional service.

Key Responsibilities

• Customer Experience Support customers through the claims process with empathy, professionalism, and clear communication.
• Keep customers informed by providing updates and setting clear expectations.
• Answer questions and help customers understand claim decisions and available options.
• Resolve customer concerns and escalations professionally and effectively.
• Look for opportunities to improve the customer experience and remove obstacles that may delay claim resolution.
• Claim Management Manage auto damage claims from initial set-up through final settlement.
• Review information, photos, estimates, and supporting documents to determine appropriate next steps.
• Coordinate repairs and claim activities with repair facilities, appraisers, rental providers, and other business partners.
• Negotiate total loss vehicle valuations.
• Maintain accurate records and detailed file notes.
• Manage a workload of claims while meeting service and quality expectations.
• Take ownership of assigned files and move claims toward resolution in a timely manner.
• Analysis & Decision Making Gather information from customers, vendors, and supporting documentation to make informed claim decisions.
• Investigate accident causes and build your case to argue liability with another advisor.
• Review policy information and claim details to determine appropriate coverage and claim outcomes.
• Identify potential issues, risks, or situations that require additional investigation.
• Use sound judgment to make decisions that are fair to both the customer and the business.
• Balance customer needs with company policies and business requirements.
• Managing Results Make timely decisions to help claims move forward efficiently.
• Monitor claims for delays and take action to keep them on track.
• Help control claim-related expenses by making fair and informed decisions.
• Ensure claims are handled in accordance with company guidelines and regulatory requirements.
• Maintain a high level of quality and accuracy in all claim activities.
• Collaboration & Teamwork Work closely with repair facilities, appraisers, vendors, and internal partners to resolve claims.
• Collaborate with teammates and leaders on complex situations.
• Share knowledge, best practices, and lessons learned with others.
• Contribute to a positive, supportive, and customer-focused team environment.
• Learning & Development Continue building knowledge of insurance, claims handling, and negotiation techniques.
• Participate in coaching, training, and development opportunities.
• Apply feedback to continuously improve performance.
• Support process improvements that enhance efficiency and customer experience.

What You Bring

• 1-3 years of experience in customer service, insurance, claims, banking, financial services, hospitality, automotive, or a related field.
• Excellent communication and relationship-building skills.
• Strong problem-solving and decision-making abilities.
• Ability to stay organized and manage multiple priorities.
• Confidence working in a fast-paced environment.
• Strong attention to detail and follow-through.
• Ability to work independently while contributing to a team.
• Previous claims or insurance experience is an asset.
• CIP designation or progress toward obtaining a CIP designation is considered an asset.

What Success Looks Like

• Delivering a legendary customer experience.
• Taking ownership of claims and following them through to resolution.
• Making accurate and timely decisions.
• Maintaining high-quality documentation and communication.
• Building strong relationships with customers and business partners.
• Contributing positively to team culture and continuous improvement.
• Consistently meeting service, quality, and performance expectations.

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.

Language Requirement (Quebec only)

Sans Objet

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Our Values At TD we’re guided by our purpose to enrich the lives of our customers, communities and colleagues, and share a set of values that shape our culture and guide our behavior. In exchange for how our colleagues show up to help TD succeed, we are committed to delivering a colleague experience grounded in Impact, Growth and a Culture of Care. No matter where you work across TD, we empower you to make an impact at work and in your community, explore and grow your career and be part of our caring and inclusive culture.

Our Commitment to Diversity, Equity, and Inclusion

At TD, we’re committed to fostering an environment where all colleagues are encouraged to bring their authentic selves to work, experience equitable opportunities, and feel respected and supported. We’re dedicated to building an inclusive workforce that reflects the diversity of the customers and the communities in which we live and serve.

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TD has a long-standing commitment to help drive progress towards a more inclusive and sustainable future. That’s why we launched the TD Ready Commitment in 2018, now a multi-year North American initiative. Under the TD Ready Commitment, we are targeting a total of C$1 billion by 2030 in community giving across four key, interconnected drivers of change: Financial Security, Vibrant Planet, Connected Communities, and Better Health. It’s our goal to help support change, nurture progress, and contribute to making the world a better, more inclusive place for our customers, colleagues, and communities.

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