Team Leader, Accident Benefits Claims

Claims / Indemnisation Toronto, Ontario

Position at Northbridge Insurance

“The Power of Together”

Join Northbridge, a growing dynamic company that has a long and rich Canadian history in providing innovative insurance solutions to customers nationwide.

Northbridge Financial Corporation is a leading commercial property and casualty insurance company that’s been helping protect Canadian businesses for more than 90 years. We’re 100% Canadian!

We offer a wide range of creative solutions to our customers through our Northbridge Insurance, TruShield Insurance and Federated Insurance brands where we strive to create a fair and friendly culture, upheld by the foundation of our five corporate values: respect, passion, connectedness, creativity, and excellence.

By continually striving to challenge the status quo, and by focusing on helping the customers we have the privilege of insuring achieve the possibilities of their business, we’ve been able to build our reputation as one of Canada’s largest commercial insurance providers.

To help us continue to build on this success, we’re committed to attracting, developing and retaining the best people.

Be part of a team that’s passionate about making a difference every day, fuelled by our entrepreneurial spirit and where everyone owns a part of our success. Our company has had an amazing journey so far, and our future is full of new possibilities!

Located in the heart of Toronto’s Financial District, our head office is easily accessible by TTC and GO Transit, and within walking distance to the Eaton Centre, Scotiabank Arena, Rogers Centre, and CN Tower. As a national property and casualty commercial insurance provider, we also have offices across Canada.

Position Summary 

The Team Leader is responsible for the coaching, mentoring and supervision of the Client Care Advisory team. Ensure prompt and efficient claims handling and provision of technical support while maintaining quality and service levels. In addition, this position is responsible for providing efficient and prompt investigation, evaluation, negotiation, and settlement of small to moderately complex Accident Benefit claims in accordance with corporate guidelines.

What you will be doing:

  • Ensure the effective operation of the unit by coordinating and enhancing workflow and operational procedures.
    • Coordinate distribution and handling of all incoming calls and claims.
    • Completion of soft transfers, including referrals to Preferred Network of vendors.
    • Ensure that quality initiatives within the claims unit and within the company as a whole are implemented regarding the adjusting of claims in order to promote service that surpasses insured and broker expectations.
    • Ensure all documentation and diary systems are current and maintained.
    • Prepare reports for internal and external parties.


  • Responsible for the coaching/mentoring of the team.
    • Provide effective coaching and motivation of staff.
    • Provide individual and team feedback for the purpose of coaching staff to meet or exceed planned results and service levels
    • Perform quality control checks on work performed by staff.
    • Assess staff training and development needs and provide recommendations for training opportunities.
    • Provide training, development, and technical guidance.
    • Participate in audits as required.


  • Investigate, appraise/scope, confirm coverage, negotiate settlement and recovery, and conduct reporting and documentation of claims in accordance with established guidelines as required.
    • Evaluate, analyze and interpret policy wordings in order to determine coverage applicable to the loss.
    • Mentor staff to obtain the type of required documentation necessary to support claims in accordance with company policy, as well as federal, provincial, and local regulations.
    • Review and interpret available coverage, recognizing policy exclusions, and applying facts of loss.


  • Ensure the accurate and efficient payment of claims in accordance with legislative requirements.
    • Conduct re-evaluations of reserves for adjustment as necessary.
    • Conduct over authority reserve reviews in accordance with guidelines in a prompt and professional manner.


  • Support the adherence to service standards by communicating effectively with all parties involved.
    • Ensure that service levels to both internal and external customers are in accordance with company/departmental strategies and initiatives.
    • Ensure that information is provided on a timely basis and is coordinated with other segments of the company’s operations.
    • Develop and maintain excellent customer relationships through e-mail and telephone interactions.
    • Foster productive business relationships with the Insured and service providers.


  • Understand and apply best business practices towards compliance, internal control and operational risk controls in accordance to national standards and regulatory standards and policies.
    • Participate in monthly claims audits.
    • Monitor workflow and assignments through monthly audits in order to ensure that quantity and quality guidelines are met.
    • Conduct regular open and closed file reviews/audits in accordance with Corporate guidelines


  • Work collaboratively with Managers/Directors on special projects and assignments requiring advanced technical skills and knowledge when required.


  • Other duties as assigned.

What we're looking for:

  • Post-secondary education and / or equivalent on the job experience
  • Minimum 5 years Claims adjusting experience examining SABS claims.
  • Working knowledge of the company principles and practices related to claims settlement, policy wordings, insurance contracts, fraud investigations, serious losses and coverage questions.
  • Ability to work within and adapt to PC oriented environments, including familiarity with e-mail and Internet skills. Advanced knowledge of Microsoft Office.
  • Completion of the CIP designation - an asset
  • Fluently bilingual (English/French) is a definite asset (a requirement in Quebec Region)

What sets you apart:

  • Ability to understand and interpret insurance contracts
  • Ability to demonstrate patience, empathy and understanding in dealings with customers.
  • Ability to provide prompt, efficient, and courteous service to all parties involved.
  • Ability to assess compliance within the Regulations.
  • Demonstrated negotiation skills.
  • Strong analytical, problem-solving skills, investigative, and decision-making skills.
  • Demonstrated report-writing skills, including an orientation toward detail and precision.
  • Able to plan, organize, and manage multiple demands and changing priorities.
  • Demonstrated ability to work well as a team player or independent contributor; Self-motivated.
  • Strong leadership skills and interpersonal skills.
  • Excellent communication (both verbal and written) skills to explain processes and terms.

What We Have to Offer:

  • Northbridge Cares program – volunteer day and donation matching
  • Generous paid time off, including personal days. Flexible work hours as well as early departure opportunities
  • Flexible Group Benefits Plan – medical, dental, insurances
  • Defined Contribution Pension Plan + Optional Group RRSP
  • Northbridge Employee Share Purchase Plan
  • Education Assistance Program
  • Employee Assistance plan
  • Staff Insurance - discount on home, automobile and pet insurance
  • Plus, the opportunity to contribute to the success of Northbridge through sharing your knowledge and experience while learning from others!

Working Conditions:

  • Indoors in normal office environment with little exposure to excessive noise, dust, fumes, vibrations, and temperature.
  • Frequent computer use at workstation.
  • Infrequent travel to visit clients, brokers, industry events and attend off-site training workshops.

Application Process:

Northbridge welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Interested, qualified candidates are encouraged to apply below.

All offers of employment are conditional upon satisfactory background and reference checks, including a criminal record check, credit check, and employment and educational verifications.