Senior Specialist, Auto Physical Damage Claims – Waterloo, Ontario
Located in Ontario and Nova Scotia, Heartland Mutual Insurance strives to be the Best Mutual. Our team of talented and dedicated professionals challenge the norm and strive to be extraordinary. It’s all about fulfilling our promise with a personal approach. With our team, you’ll bring this purpose to life every day by living our values, being open to change, and pursuing your career aspirations.
Heartland Mutual Insurance has an excellent opportunity in our Claims Department for a Senior Specialist, Auto Physical Damage Claims.
What you will do…
- Act as a primary mentor and coach for less experienced adjusters and support staff.
- Coordinate, facilitate, and enhance formal and informal training opportunities.
- Manage escalations from policyholders, brokers, adjusters, and vendors.
- Collaborate closely with the QA Specialist to support the claims audit and QA programs.
- Partner with the Training Lead to develop and deliver targeted training resources.
- Provide expert oversight on technical claims matters, including complex coverage determination, liability assessments, and settlement strategies.
- Conduct thorough bi-annual reviews of claims reserves.
- Assist in identifying potential fraudulent claims, working closely with adjusters and the Senior Special Investigator when necessary.
- Assist with managing vendor relationships, proactively identifying and addressing service issues to ensure vendor accountability, performance standards, and compliance.
- Participate in vendor selection processes, vendor audits, and performance reviews to optimize service delivery and cost-effectiveness.
What you will bring…
- 5+ years experience in auto physical damage claims; supervisory experience is an asset.
- Experience in mentorship, coaching, and professional staff development.
- Experience managing complex stakeholder relationships, including policyholders, brokers, adjusters, and external vendors.
- Prior experience collaborating with quality assurance and training teams.
- Comprehensive technical knowledge of auto claims management processes, industry best practices, and regulatory compliance standards.
- Advanced proficiency with claims management software and analytical tools.
- Exceptional leadership, mentoring, coaching, and motivational abilities.
- Outstanding customer service skills.
- Experience with Guidewire is an asset.
- CIP or in progress is an asset.
What we offer…
In return, we’ll give you countless opportunities to learn and grow. You’ll be empowered to be your best self, do your best work, and make a meaningful impact. Here, you can help shape the future of insurance, win as a team, and grow with us.
At Heartland our benefits are great and include not only health and dental coverage, but also a generous pension plan. All staff members share in our company’s success through our incentive plan. And with our hybrid work model, you get the best of both worlds – the ability to collaborate and connect with great colleagues and to enjoy the benefits of working from home.
Intrigued? We can’t wait to hear from you!
If you have the qualifications we are seeking and would thrive in a work environment where you are valued and respected, please apply on the company website. Accommodations are available on request for candidates taking part in all aspects of the selection process.
A Place Where YOU Can Make a Difference! Proudly Canadian. Mutually Owned.