Job Description
At Neilson, we’re dedicated to helping families secure financial protection for their loved ones with a range of life insurance options. We have evolved from our origins in the UK, where the business was launched in 2012, to become an award-winning international operation and leader in the global life insurance market. Today, we have offices in the USA, Canada, Ireland, and Australia.
We are seeking a Customer Care Claims Agent who performs all core activities within the team, demonstrating dedication, a detail-oriented approach and providing outstanding and memorable service to claimants. The Customer Care Claims Agent is responsible for efficiently processing and managing life insurance claims, ensuring our policyholders receive timely and accurate support during difficult times. The Customer Care Claims Agent deals with all claims fairly and promptly and in accordance with regulatory requirements and business values and plays a critical role in upholding our commitment to exceptional customer service
Responsibilities:
Personally handle all aspects of the Claims process, liaising with Customers, internal teams, and external stakeholders as necessary
Effectively utilise all available methods of communication (Email, Telephone, workflow systems)
Ensure all logs are updated accurately and on time
Plan, organise and prioritise workloads to meet agreed service levels
Assess the individual set of circumstances to each case assigned
Liaise with the customer on an on-going basis (both by phone and through written correspondence) keeping them informed of the progress of the case
Liaise with other business areas where relevant and maintain records of all correspondence, decisions, and rationale
Manage and liaise with external stakeholders where appropriate as well as compiling case files and relevant information required
Keeping up to date with product knowledge
Providing feedback to other teams in the business and within the team
Proactively review/challenge current processes and suggest ways to improve the customer journey
Qualifications:
Minimum requirements:
1+ years’ experience in experience in insurance claims handling
Excellent communication and interpersonal skills, with a demonstrated ability to correspond both verbally and written to exceptionally high standards
Demonstrable attention to detail capabilities, the ability to maintain accurate records
Proficient computer skills
Working knowledge of regulatory and compliance requirements in Financial Services
Desirable requirements:
Working knowledge of Canada life insurance policies, regulations, and industry standards
Knowledge of practice and procedures in a highly regulated Financial Services environment
Experience in working with external stakeholders as part of the claims handling process
Knowledge of medical terminology is a plus.
What You Bring to the Table:
Passion for delivering outstanding service
Calm and friendly manner
Strong attention to detail
A hands-on, common-sense approach to day to day work related matters
Ability to multitask and prioritise effectively whilst maintaining a high level of quality
Dynamic individual with high energy
Ability to operate well under pressure
Excellent oral and written communication skills
Good listening and analytical skills
A proactive nature to enhance current procedures
Ability to work well in a team environment
A high level of organisational skills and an ability to clear work to same-day deadlines
Ability to embrace change in a fast-paced Environment
Consistently demonstrating NFS values
Base Salary Range: $45,000 - $55,000
This posting is intended to fill an existing vacancy, with a headcount requirement of 3 positions
If you are passionate about making a difference, you thrive in a fast paced and entrepreneurial environment and you want to be a part of a high performing team, we would love to hear from you!
Accessibility For Job Applicants
We strive to make our job application process accessible to all individuals, including those with disabilities. If you require accommodation at any stage of the application, interview, or selection process, please contact our Human Resources department. Our team will work with you to provide suitable accommodations to ensure your participation.
Equal Opportunity Employer
Neilson Financial Services is an equal opportunity employer. We welcome and encourage applications from candidates of all backgrounds and abilities. Our commitment to diversity and inclusion is fundamental to our company culture.
We use AI to assist with parts of our screening process and for interview note-taking. All hiring decisions are made by humans.