TD Bank Job - 31501670 | CareerArc
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Company: TD Bank
Location: Saint John, NB, Canada
Career Level: Associate
Industries: Banking, Insurance, Financial Services


TD Description

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Department Overview

Act as the initial point of contact for all claims and provide frontline service, advice on policy coverage and the claims process for express claims (eg. claims that meet straight through process eligibility requirements. Role also triages incoming calls and re-directs to appropriate areas.

Job Description

• Engage customers in conversations to understand and meet their needs by providing them with advice and service regarding coverage and the claims process
• Provide sound claims advice at every customer interaction to create a legendary customer experience; look for ways to contribute to the on-going improvement of the overall customer experience
• Ensure customer problems are handled appropriately and escalating issues when necessary; refer customers to appropriate team members or internal partners as appropriate
• Demonstrate flexibility to be able to change activities based on customer and business needs
• Create a legendary customer experience at every interaction and look for ways to contribute to on-going improvement of the overall customer experience

• Prioritize and manage own workload to meet SLA requirements for service and productivity
• Understand and apply operating policies and procedures for supporting the accuracy of all straight through claims
• Contribute to business objectives for Operational Excellence
• Support the timely and accurate completion of business processes and procedures
• Escalate non-standard or high risk activities as necessary
• Complete investigations – report / escalate risk issues or process gaps identified
• Identify and recommend opportunities to enhance productivity, effectiveness and operational efficiency
• Ensure necessary due diligence to support the accuracy of all customer transactions / activities
• Be knowledgeable of and comply with Bank Code of Conduct

• Participate fully as a member of the team, support a positive work environment that promotes service to the business, quality, innovation and teamwork and ensure timely communication of issues/ points of interest
• Support the team by continuously enhancing knowledge / expertise in own area and participate in knowledge transfer within the team and business unit
• Participate in personal performance management; meet professional/personal development objectives by utilizing learning maps and external courses as required
• Keep others informed and up-to-date about the status / progress of projects and / or all relevant or useful information related to day-to-day activities
• Contribute to a fair, positive and equitable environment that supports a diverse workforce
• Act as a brand champion for the business area/function and the bank, both internally and/or externally

Job Requirements

• Use basic level of knowledge to handle Fast Track claims, working within prescribed, established or documented set of parameters/procedures
• Handle Fast Track Auto, Residential and Accident benefits claims
• Complete straight through process for claims that meet the eligibility requirements
• Wok within well-defined rule-based guidelines, accountable for completing low-risk, repetitive processes within standardized framework and generally limited financial impact
• Completes single-step transactions using a limited number of systems and/or apps
• Identify issues and escalates internally; typically addressing routine minimal discretion
• Collaboratively work with internal and external partners to ensure claims are handled accurately and in a timely manner
• May require industry accreditation and training
• Typically reports into Team Manager I

• College/ University degree
• 1+ years relevant experience


At TD, we are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live and serve. If you require an accommodation for the recruitment/interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs.

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