Manager – Sales and Service Centre – Ottawa

Manager, Sales & Service   – Ottawa

 

Comma Recruitment require a leader with 3 years experience leading a sales and service team, reporting to the Vice-President of Sales, you will have the following accountabilities:

 

Enhance Customer Experience.  This would involve responsibilities such as:

 

• Leading the sales and customer service activities for the Ottawa Call Centre by planning, organizing and ensuring optimal use of human, financial and material resources to meet the service level objectives expected;
• Implementing and executing targeted initiatives that will enhance the customer experience;
• Working with the Workforce department to ensure optimal staffing to run the Call Centre at the efficiency target.

 

Optimize Employee Experience within the Call Centre.  This would include activities such as:

 

• Proactive involvement in development and succession plans for the sales workforce through performance management activities and key talent identification;
• Participating in the identification of training needs and the coordination of training initiatives for the entire sales force in collaboration with the training team;
• Planning for and supervising the hiring process of agents and team leaders and participating in promotional activities such as career days or open houses;
• Managing performance, including coaching, motivating and retaining staff, as well as addressing performance issues promptly.

 

Set & Meet Sales Operational and Growth Targets, including:

 

• Establishing, communicating and monitoring the performance targets for sales, efficiency and quality and developing and implementing strategies for achieving those targets;
• Improving performance of the Call Centre by increasing efficiency and providing new ideas/recommendations that will support growth;
• Preparing Call Centre performance reports by collecting, analyzing, and summarizing data and trends;
• Managing the annual Call Centre budget;
• Maintaining up-to-date knowledge of industry developments and involvement in networks.

 

Your Skills 

• Bachelor’s degree in Business Administration or a related field  or equivalent experience
• 3-5 years of experience in managing large teams
• Experience in a call centre an asset
• Very good proficiency English, French is an asset
• Focus on growth and development
• Highly customer-oriented
• Excellent communication skills
• Excellent leadership and coaching skills
• Decision-making
• Planning and organization
• Adaptability
• Insurance agent licence an asset

 

Please forward resume to [email protected]

Property Field Claims – Ottawa – $60k + Car

Property Field Claims – Ottawa

Comma Recruitment are looking for a Property Field adjuster with experience handling residential and commercial property claims. You will be responsible for handling moderate to complex property damage claims in the field, utilizing your excellent communication skills, and meeting service standards when settling claims and investigating losses.

Investigate relatively complex property claims in a timely and respectful manner through communication with customers, appraisers, adjusters and any other related parties

Collect reports and statements to determine liability and coverage

Develop an action plan for conducting investigations

Negotiate with customers, claimants, lawyers, and insurance clients to settle claims

Attends court proceedings, hearings or alternative dispute resolutions, as required, to provide information on claims

Maintain current knowledge of insurance products, as well as appraisal or investigation techniques and services

Identify process improvement needs and recommend changes to policies or procedures to maintain quality service and competitiveness

Comma Recruitment require:

A college diploma or a university degree preferred (or equivalent business experience)

Completed or are working toward a Chartered Insurance Professional (CIP) designation

3 +  years of claims handling experience

Strong customer service and written communication skills

Technical expertise at least partly acquired through direct field experience, in the investigation, assessment and settlement of property casualty claims

Expertise in personal lines and commercial lines products

Expertise in the principles of contracts and contract law

Must possess a valid driver’s license with a good driving record

French language in oral & written communication considered an asset

Please forward resume to [email protected]

Property Field Claims – GTA, Windsor and Niagara

Property Field Claims – GTA, Windsor and Niagara (Residential)

Field Claims Representative opportunities with Comma Recruitment, you will be responsible for handling moderate to complex residential property damage claims in the field, utilizing your excellent communication skills, and meeting service standards when settling claims and investigating losses.

Investigate property claims in a timely and respectful manner through communication with customers, appraisers, adjusters and any other related parties.

Collect reports and statements to determine liability and coverage, develop an action plan for conducting investigations.

Negotiate with customers, claimants, lawyers, and insurance clients to settle claims

Attends court proceedings, hearings or alternative dispute resolutions, as required, to provide information on claims

Maintain current knowledge of insurance products, as well as appraisal or investigation techniques and services, Identify process improvement needs and recommend changes to policies or procedures to maintain quality service and competitiveness.

Comma Recruitment require 3+ years experience handling property claims

A college diploma or a university degree preferred (or equivalent business experience)

Completed or are working toward a Chartered Insurance Professional (CIP) designation

Strong customer service and written communication skills

Technical expertise at least partly acquired through direct field experience a great asset

Expertise in personal lines, also roles available for experience with commercial lines claims

Expertise in the principles of contracts and contract law

Must possess a valid driver’s license with a good driving record

 

Please forward resume to [email protected]

Casualty Claims Unit Manager – Toronto

Casualty Claims Manager – Toronto

Comma Recruitment are looking for a Senior Casualty adjuster with 3 years management experience, you will be responsible for managing and controlling the operations of a casualty claims unit to meet corporate objectives.

Provides technical expertise and leadership to ensure efficient and effective work processes, quality service, and continuous improvement.  Directs resources within budget allocation and ensures adherence to corporate policies and standards.

 

Manages the operations of the unit to achieve key business goals.  Monitors and participates in unit activities and reports on progress.

Assumes responsibility for the selection process and hiring of employees within the claims units. Provides leadership to the Unit.  Identifies and coordinates assignments within the Unit.

Provides guidance and feedback regarding performance.

 

Facilitates continuous learning and development. Prepares and discusses performance management with unit staff members. Participates in salary administration process for employees in the unit. Acts in a consultative and advisory capacity on claims matters and technical issues such as: liability determination, investigation, policy interpretation, settlement negotiation, and reserve establishment for claims.

Resolves complex claims related issues and/or escalates problems according to company policies.  Ensures that corporate policies, claims standards, and procedures are followed.

 

Maintains effective communication channels with other departments.  Liaises with other claims experts or management on technical and administrative issues. Attends and participates in legislative/judicial hearings and ADR meetings when appropriate and necessary.  Authorizes settlements of claims in accordance with authority limits.

Establishes and maintains productive business relationships with vendors, service providers, and legal firms.  Attends to their concerns and issues.  Monitors performance to ensure compliance with professional and corporate standards. Remains current with industry trends, technical developments, services, and products.

Identifies improvement needs and recommends changes to policies and/or processes to improve business results and maintain competitiveness. Performs review of staff files and provides feedback and/or training as determined by this exercise.  Where required, establishes controls based on review findings.

 

Comma Recruitment require a Senior Adjuster with:

3 Year’s experience at a supervisory level

Completed or are working toward a Chartered Insurance Professional (CIP) designation

Excellent communication and interpersonal skills with all levels of staff

Experience in coaching and developing staff

Proficiency in a variety of PC software

Proven leadership skills

Excellent customer service skills

 

Please forward resume to [email protected]

Commercial Claims Adjusters – Auto

Commercial Auto Claims Adjusters

As a Commercial Claims Adjuster you will be responsible for the investigation and settlement of moderately complex commercial auto claims. You will:

• Investigate moderately complex Commercial Auto losses
• Ensure prompt and equitable settlements, consistent with corporate policies and standards
• Evaluate claims and establish claim reserves
• Document claims files by collecting and securing appropriate reports and statements from third-party adjusters, claimants, witnesses and any other pertinent experts to determine damage and/or liability
• Negotiate with insurance clients, claimants, lawyers and insurers to settle claims
• Provide quality customer service to external and internal customers, and answer queries relating to the claims process
• Keep up to date on our products, appraisal and investigation techniques, and services

Qualifications

• University degree or college diploma and/or equivalent business experience
• Chartered Insurance Professional (CIP) designation or working towards
• Commercial auto claims handling experience
• Excellent written and verbal communication skills
• Strong time management skills

 

Please forward resume to [email protected]

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