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Unit Manager, Accident Benefits Claims Support

Date: Jul 25, 2022

Location: Mississauga, ON, CA, L4W 0A5

Company: CAA Club Group

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

Get ready to drive your career forward. Life at Echelon is fast paced, performance-driven and rewarding. We value our Associates' career growth and ongoing professional development – and we regularly recognize their achievements and outstanding results.

We are caring. We are leaders. We are innovators. We are collaborative. 

We work hard and play hard. We're about doing what's right and feeling good about it. 

Position Details

What You Will Do 
The Unit Manager, Accident Benefits Claims Support is responsible for providing consistent coaching and support to the Claims Support Associates along with overall assistance to the Accident Benefits Claims department.  The Unit Manager, Accident Benefits Claims Support will have various accountabilities including recruiting and training Claims Support Associates, developing workflows and processes for this area, and appropriate assignment and management of workload while monitoring and reporting intake capacity and productivity.  The Unit Manager, Accident Benefits Claims Support will also conduct audits to ensure that quality and service level expectations are being met and maintained.  The Unit Manager, Accident Benefits Claims Support will also ensure this area provides timely coordination of Insurer Examinations and preparation of correspondence to clients, legal representatives, and vendors.  The successful candidate will have exceptional leadership and interpersonal skills, strong administrative and multi-tasking skills and the ability to excel in a high performance and fast-paced environment.

  • Provide consistent coaching and support to the Claims Support Associates and address any complex issues that arise with internal staff, clients, and vendors
  • Develop Workflows and processes for this Claims Support area
  • Ensure Claims Support Associates’ update any unmatched HCAI documents on a timely basis
  • Assist with recruiting and training newly hired Claims Support Associates
  • Collaborate and communicate with Accident Benefit Unit Managers regarding processes, barriers/challenges and recommendations for improvement
  • Conduct Monthly/Quarterly audits to ensure that quality, service level expectations and goals are being met and maintained for this Claims Support area
  • Conduct regular feedback discussions and team meetings with Claims Support Associates to discuss goals/results and ensure ongoing employee engagement, training needs, development plans, execution of plans, and performance results 
  • Monitor and address any file storage/retrieval process issues for closed files with various systems
  • Liaise with Claims Manager, Accident Benefits for support on Workflow processes, challenges, reporting and trends, and execution of goals and objectives
  • Provide Weekly/Monthly reports to the Claims Manager, Accident Benefits as required outlining productivity, service levels, trends, challenges and areas of opportunity for improvement

Who You Are 

  • A minimum of 5 years of claims handling experience; handling complex files
  • A minimum of 2 years of leadership experience
  • Post-Secondary education is required
  • CIP designation or working towards completion is preferred
  • Exceptional leadership and interpersonal skills
  • Progressive experience in training/mentoring/coaching using a variety of approaches.
  • Working knowledge of the SABS/Insurance Act and other legislation governing property and casualty insurance claims 
  • Strong multi-tasking, organizational and time management skills.  Ability to positively influence Associates and drive results
  • Strong computer skills including working knowledge of Microsoft Office Suite (MS Word, MS Excel, Outlook) and various Claims systems including Guidewire Claim Center


What’s In It For You

  • Competitive total compensation and benefits package  
  • Annual shared success program based on performance 
  • Annual merit increases based on performance 
  • Registered Retirement Savings Plan with a matching contribution component 
  • Complimentary CAA Membership 

Our Commitment

We are an equal opportunity employer and are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005 (AODA). Echelon Insurance 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.

As an organization we are focused on safety, which includes the safety and well-being of our Associates. Therefore, you must be and remain fully vaccinated as a condition of employment.