DescriptionSector: IA Dealer Services Location: Montreal or Brossard; Working Environment: Hybrid model more than 50% from home; Working Conditions: Availability to work in shifts. Shifts are either 10:00 to 6pm, 11:00 to 7pm or 12:00 to 8pm Department working Hours: Mon-Fri 7:00 am- 8:00 pm EST, 35hrs/weekThe Mechanical Warranty Claims Adjudicator is responsible for adjudicating mechanical warranty claims on Extended Warranty Service Contracts and Mechanical Breakdown Policies sold across Canada and servicing a fluctuating caseload of new and ongoing claims within department service standards required to support the iA clients.In a centralized environment, the incumbent may work with the iA Regional staff and the iA Head Office administration staff to provide excellent and seamless claims service to the claimants and brokers. To carry out the duties of this position, the incumbent requires a good knowledge of iA mechanical warranty products, systems and distribution channels. A strong desire to provide exceptional customer service, including verbal and written communication skills, is essential for this position.KEY ACTIVITIESAdjudicates mechanical warranty claims on Extended Warranty Contract & Mechanical Breakdown Policies sold across Canada (auto, RV-TT, motorcycles, ATVs, marine), and servicing a fluctuating caseload of new and ongoing claims within department service standards required to support the iA clients.Process warranty claims, assigns inspectors, justifies benefits of which a customer is contractually entitled while also identifying and eliminating wasteful and abusive claims or fraud.Communicates decision to claimants.Efficiently communicate and answer customer service inquiries about policy coverage and repairs eligibility as well as the claim process.If appropriate, calculates payments and create payments on the system.Interpret the policy contracts to accurately calculate benefits.Effectively communicates in writing to customers (when necessary) by e-mail and/or using standard or customized letters.Follow up on existing claims.Communicate efficiently with other adjudicators, examiners, supervisors or management as well as other colleagues within the department or from admin office or other IA related offices.Complete promptly the adjudication process of claims and submit over limit claims for review/ approval when applicable.Negotiates with the claimant in the case of an overpayment, follows up on credits applicable to EW claims to ensure that iA receives a full refund (Core charges, part returns, Supplier charges, etc.).Handle level 1 complaints and promptly notify management of any escalations.Provide to management feedback received from customers and/or dealers pertaining to our products and processes.Perform any other tasks assigned by management.CLIENT RELATIONSDevelops and maintains positive and effective business relationships with the claimant base and regional offices staff.Reacts productively to change, and handles other essential tasks as assigned.Provides appropriate and timely communication, while maintaining confidentiality with claimants and other departments within IA, while being able to apply the terms of the coverage.QUALIFICATIONSCompletion of Post Secondary or Community College Diploma and or an Undergraduate Degree in Science or Business Administration an asset.Excellent command of French and English (oral and written) for frequent interaction with internal French and English speaking colleagues or partners across CanadaIndustry related experience minimum of 2 years, related vehicle mechanical experience in a pertinent role in repair facility environment.Mechanic competence card is an asset.Knowledge/ experience of recreational products such as RV-TT , Motorcycles/ATV and Marine products is an asset.Computer, Systems and Technology Knowledge:Basic PC Skills, Mainframe application experience, Microsoft Office (Word, Excel, Outlook).Familiar with the Internet and maneuvering within a Web based application.Ability to deal with people and communicate effectively by telephone (customer service orientation)Must have strong organizational, negotiation, detail oriented and problem-solving skills.
