THE ORGANIZATION

LGM is a national leader in providing warranty, finance and insurance services to the Canadian automotive industry. Since 1998, LGM has been successfully supplying quality products and leading training solutions to Canadian automotive dealerships. Dealer partnerships are complimented with the strong backing and support of their automotive manufacturing brands, which include BMW/MINI, Kia, Mazda, Volvo, Jaguar, Land Rover/Range Rover and Mitsubishi Motors.

REQUIRED SKILLS

• Excellent organizational and time management skills.
• Exceptional customer service skills.
• Tactful negotiator.
• Excellent attention to detail.
• Effective and efficient at multi-tasking.
• Courteous and professional telephone manner.
• Ability to motivate team.
• Proficient with MS Office suite of products (Outlook, Word, Excel).
• Bilingual (English/French) oral and written is an asset.
• Maintain required licensing. AB, BC etc.

EDUCATION

• Automotive Technician Certification, or directly related relevant industry related experience (preferred)
• College/university degree or the equivalent work experience (preferred)
• Valid Adjuster License (preferred)
• AMF Certified (preferred)
• CIP designation (asset)

EXPERIENCE

• 2+ years claims adjusting experience (desired)
• 2+ years automotive service department or automotive insurance claims experience (desired)
• 2+ years in a team lead or equivalent leadership experience (required)

READY TO SHAPE THE FUTURE OF CUSTOMER EXPERIENCE?

Apply now at lgm.ca/careers
Let’s redefine excellence together

• Provide exceptional customer service via telephone, live chat and written correspondence to customers who have purchased our product, auto dealerships selling our product and repair facilities that service our customers.
• Ensure the operational claims adjudication team is actively managing assigned tasks on a day-to-day basis and also adhering to real-time expectations across all contact channels, to ensure consistency in meeting service level and KPI targets
• Assess and implement intraday and immediate actions required to address gaps in performance, reallocating resources and providing support as needed to maintain operational efficiency and customer experience standards
• Provide subject matter expert support by adjudicating all claim types including complex claims, as well as assisting with all contact channel tasks, as required.
• Facilitate the claims adjudication process by delivering effective coaching, performance management and contact channel and backlog management approaches to meet department service level agreements and underwriting commitments.
• Partner with workforce management staff to continually monitor front line operational processes, work allocation, triage and ticketing systems to guide front-line Adjusters on an intraday basis to meet departmental objectives and reduce the possibility of backlogs
• Assist in the creation of technical documents and process flows as required
• Provide daily support to Adjusters through regular floor presence or virtual check-ins, offering side-by-side guidance and real-time coaching to address issues as they arise and reinforce best practices.
• Set clear expectations and hold team members accountable for individual performance, adherence to schedule, and achievement of team goals, addressing gaps through timely feedback and coaching. Utilize contact channel and technical audit reports to guide discussions and improve performance as part of monthly one-to-one coaching cycles
• Ensure consistent follow-through on development plans, performance management actions, and escalations, holding yourself and others to a high standard of responsibility and execution.
• Collaborate with Technical Claims Advisors to ensure coaching and development plans are aligned to continually progress Adjusters through established autonomy frameworks