Customer Care Claims Agent

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 - $50,000

This posting is intended to fill an existing vacancy, with a headcount requirement of 1 position.

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.