Claims Relationship Manager

POSITION
Claims Relationship Manager

TYPE
Full Time

LOCATION
Remote with some occasional in-person meetings in the GTA as needed

About the Organization
Since 1961, South Western Insurance Group Limited (SWG) has been a trusted Managing General Agent, offering a wide range of innovative insurance solutions for specialty, niche, and program needs. We proudly provide underwriting expertise to independent insurance brokers across Canada, helping them find the best solutions for their clients.

We offer:

• Flexible work hours with work-from-home opportunity (100% remote)
• A competitive compensation package
• Comprehensive Health Benefits (SWG pays for most premiums) + RRSP matching
• Support of continuing education training and programs

About the Position:
This job involves managing customer inquiries, collaborating with internal teams, liaising with brokers and insurers, and providing support on claims management. You'll report to the CFO and COO, while also contributing to product and underwriting guideline development. Additionally, you'll review and analyze claims results and work with external consultants to improve performance.

Responsibilities & what you’ll be doing:

• Advocate and steward SWG claims strategy across all managed entities.
• Liaise with third party administrators (TPAs), London brokers and domestic insurer contacts on claims.
• Assist with complaints handling including Lloyd’s, domestics, retail brokers & customers.
• Work with claim examiners and insurers to facilitate communication between underwriters & management.
• Perform ongoing support and subject matter expertise on claims file handling, strategy, action planning and resolution.
• Provide claims expertise for product and underwriting guidelines development.
• Implement and uphold best practices, process improvements, and measures to ensure compliance with regulatory and contractual standards.
• Review and analyze SWG claims results and work with SWG external consultants to come up with performance improvement plans.
• Liaise with underwriters and management on claims inquiries.
• Evaluate claims handling alternatives (TPA, vs. in-house, or a combination).
• Work with IT to develop claims dashboards with KPIs and analytics.
• Special projects and other duties.

ESSENTIAL QUALIFICATIONS:

• Bachelor's degree preferred.
• 5-7 years claims handling experience.
• Understanding of Lloyd’s of London and Domestic Insurers processes and practices.
• Strong investigative and analytical skills.
• Basic understanding of audit process.
• Excellent communications skills.
• Initiative – being proactive in suggesting solutions to internal or external associates to improve process.
• Technical Experience – the ability to provide direction and review to assure that files meet client Key Performance Indicator (KPI) standards.
• Problem Solving – the ability to look at situations, analyze data, workflows and barriers to creatively provide solutions that meet the needs of internal and external stakeholders.
• Strong commitment to ongoing education and learning.

Commitment to Open Doors
SWG is committed to creating the best work environment. Our open-door policy is essential in recognizing business issues as they rise and to address the changing needs of our diverse workforce. Challenging management is a component at SWG — some of our best ideas start from a conversation between a manager and a team member.

Diversity and Inclusion
SWG is an inclusive and accessible employer, committed to an inclusive, barrier-free recruitment and selection processes. We believe that diversity makes us better business partners and that embracing people’s differences can bring amazing results and fuel innovation. We will work with applicants requesting accommodation at any stage of the hiring process.

Please inform us if you require any accommodation during the hiring process. Please note we are only accepting applications from those authorized to work in Canada and we are not currently sponsoring any work visas. We thank all applicants in advance, however only those under consideration will be contacted.