Claims Coordinator (ECH-ON)

About Us

Echelon Insurance provides Personal and Commercial Specialty Insurance solutions to protect Canadian families and businesses across Canada, through our trusted network of Broker partners. Echelon is a member of the CAA Club Group of Companies and is an equal opportunity employer who offers a professional environment that champions collaboration, trust, and growth to drive success. We cultivate a great working dynamic to help us deliver what is best for our associates, Brokers, and Customers.

Who we are

Are you ready to join an award-winning, purpose-driven culture? Welcome to the CAA Club Group of Companies (CCG), where purpose leads to passion!

At CCG, we are committed to delivering an exceptional Associate experience. We offer:

Work-life harmony with access to an award-winning holistic wellness program,

• Continuous learning through our robust corporate curriculum and education reimbursement program,
• Incredible rewards, travel incentives, and product and service discounts,
• Pay-for-performance and best-in-class recognition programs, and
• Competitive benefits that include a defined contribution plan, personal spending account, and so much more.

Join our growing team where everyone belongs!

Position Details

What You Will Do 

• Complete the new claim intake process for all lines of business (personal, commercial, and specialty) through telephone contact with Echelon members
• Verification and entry of full claim details into the appropriate claims operating system to achieve required SLA’s and ensure member satisfaction
• Manage correspondence with adjusters, vendor partners, and other departments within the company to ensure all necessary documents and claim information is accessible
• Manage the Customer Inquiry Queue to respond to customer and broker inquiries and complaints
• Assist with the facilitation of Automobile claims including tow arrangements, appraisal assignments, rental authorizations as well as with confirmation of available coverage and deductible details and confirmed liability assessments
• Ensure notations are entered on all claims and required authorization, assignment, and vendor details are documented
• Monitor the claims inbox for new claims notices submitted after hours by brokers, third party adjusters, lawyers, and other industry service providers
• Track new claims using provided tracking resources, to ensure valuable reporting data is available for all lines of business nationally
• Document claim data accurately to support all data reporting requirements
• Log complaint escalations received via the enquiry queue
• Perform additional administrative duties and assignments as deemed appropriate by management

Salary range is not inclusive of total compensation. The expected salary range for this position will be impacted by factors such as the successful candidate’s skills, experience and working location, as well as the specific position’s business line, scope and level. Candidates with salary expectations outside of the range are encouraged to apply.

Who You Are 

• Post-secondary education completed in a related field or equivalent experience
• CIP / FCIP designation or working towards completion is preferred
• 1-2 years of experience working in claims
• Prior claims intake and customer service and administrative experience required
• Familiarity with phone queue and call handling procedures
• Client Focused attitude with strong ability to manage relationships
• Organizational awareness and detail oriented with a strong focus on quality
• Excellent communicator (oral and written) with emphasis on strong business writing skills
• Excellent interpersonal, analytical, decision making and problem-solving skills
• Experience with navigating and entering data across claims operating systems
• Multi-tasking with the ability to work in a fast-paced environment and manage changing priorities
• Proficient with MS Office Suite 

Internal applicants are asked to formally express their interest by applying online no later than 10 business days of the position being posted.

We may use AI tools to help us through the recruitment process.

Our Commitment

We are an equal opportunity employer and are committed to providing employment accommodation in accordance with all applicable Provincial Human Rights and Accessibility Legislation. CCG will provide accommodations to job applicants with disabilities throughout the recruitment process. If you require an accommodation, please notify us and we will work with you to meet your needs.