**Work Location:** Ottawa, Ontario, Canada **Hours:** 37.5 **Line of Business:** TD Insurance **Pay Details:** $51,400 - $72,600 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:** **KEY ACCOUNTABILITIES** **CUSTOMER** + Engage customers in conversations to understand and meet their needs by providing them with advice and service regarding coverage and the claims process + Provide sound claims advice at every customer interaction to create a legendary customer experience; look for ways to contribute to the on-going improvement of the overall customer experience + Ensure customer problems are handled appropriately and escalating issues when necessary; refer customers to appropriate team members or internal partners as appropriate + Demonstrate flexibility to be able to change activities based on customer and business needs + Create a legendary customer experience at every interaction and look for ways to contribute to on-going improvement of the overall customer experience **SHAREHOLDER** + Prioritize and manage own workload to meet SLA requirements for service and productivity + Consistently exercise discretion in managing correspondence, information and all matters of confidentiality; escalate issues where appropriate + Be knowledgeable of practices and procedures within own area of responsibility and keep abreast of emerging trends for claims assessment and litigation + Protect the interests of the organization – identify and manage risks, and escalate non-standard, high risk transactions / activities as necessary + Contribute to business objectives for Operational Excellence + Support the timely and accurate completion of business processes and procedures + Ensure documentation that is prepared / completed is accurate and properly reflects client / business intentions and is consistent with relevant rules / regulations + Identify, suggest and actively participate in process improvement opportunities + Acquire and apply expertise in the discipline, provide guidance, assistance and direction to others + Identify, recommend and effectively execute standard practices and procedures applicable to insurance claims + Keep abreast of emerging issues, trends, and evolving regulatory requirements and assess potential impacts + Maintain a culture of risk management and control, supported by effective processes in alignment with risk appetite + Assume responsibility to minimize operational and regulatory risk by complying with Bank and industry Code of Conduct **EMPLOYEE / TEAM** + Participate fully as a member of the team, support a positive work environment that promotes service to the business, quality, innovation and teamwork and ensure timely communication of issues/ points of interest + Support the team by continuously enhancing knowledge / expertise in own area and participate in knowledge transfer within the team and business unit + Keep current on emerging trends/ developments and grow knowledge of the business, related tools and techniques + Participate in personal performance management and development activities, including cross training within own team + Keep others informed and up-to-date about the status / progress of projects and / or all relevant or useful information related to day-to-day activities + Contribute to the success of the team by willingly assisting others in the completion and performance of work activities; provide training, coaching and/or guidance as appropriate. + Contribute to a fair, positive and equitable environment that supports a diverse workforce + Act as a brand champion for the business area/function and the bank, both internally and/or externally **BREADTH & DEPTH** + Apply foundational level of knowledge to handle routine with minimum risk + Handle some limited situations for Core Auto, Life & Health, and Residential claims + Has limited claim settlement authority and requires next level approval for claims in excess of their authority limit + Complete work within specifically defined parameters with guidance /direction from management as necessary + Leverage the Claims Resources Team to make file decisions on liability and assessment + Intermediate level knowledge with some form of related training and/or related experience or skills; Industry accreditation and training generally required + Typically reports into a Team Manager **EXPERIENCE & EDUCATION** + College/ University degree + 2+ years relevant experience + Bilingual - Fluent in English and Fre **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. More than four million customers count on us. As the largest direct to consumer insurer in Canada, we are always innovating and providing exciting and rewarding career opportunities for our Canada-wide workforce. **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. Learn more (http://www.td.com/ca/en/about-td/who-we-are/benefits-of-working-at-td) **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. Whether you have a passion for helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization at TD – and we’re committed to helping you identify opportunities that support your goals. **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! **Language Requirement (Quebec only):** Sans Objet Federal law prohibits job discrimination based on race, color, sex, sexual orientation, gender identity, national origin, religion, age, equal pay, disability and genetic information.