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Manage the client relationship and ensure resolution of a broad range of claims from routine - moderately complex within their area of focus and authority. Leverage appropriate support functions in the investigation and assessment of claims, ensuring timely resolution while mitigating risks and escalation.
Job Description CUSTOMER: \u2022 Engage customers in conversations to understand and meet their needs by providing them with advice and service regarding coverage and the claims process \u2022 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 \u2022 Ensure customer problems are handled appropriately and escalating issues when necessary; refer customers to appropriate team members or internal partners as appropriate \u2022 Demonstrate flexibility to be able to change activities based on customer and business needs \u2022 Create a legendary customer experience at every interaction and look for ways to contribute to on-going improvement of the overall customer experience
SHAREHOLDER: \u2022 Be knowledgeable of practices and procedures within own area of responsibility and keep abreast of emerging trends for claims assessment and litigation \u2022 Protect the interests of the organization \u2013 identify and manage risks, and escalate non-standard, high risk transactions / activities as necessary \u2022 Contribute to business objectives for Operational Excellence \u2022 Support the timely and accurate completion of business processes and procedures \u2022 Ensure documentation that is prepared / completed is accurate and properly reflects client / business intentions and is consistent with relevant rules / regulations \u2022 Identify, suggest and actively participate in process improvement opportunities \u2022 Acquire and apply expertise in the discipline, provide guidance, assistance and direction to others \u2022 Identify, recommend and effectively execute standard practices and procedures applicable to insurance claims \u2022 Keep abreast of emerging issues, trends, and evolving regulatory requirements and assess potential impacts \u2022 Maintain a culture of risk management and control, supported by effective processes in alignment with risk appetite \u2022 Assume responsibility to minimize operational and regulatory risk by complying with Bank and industry Code of Conduct
EMPLOYEE TEAM: \u2022 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 \u2022 Support the team by continuously enhancing knowledge / expertise in own area and participate in knowledge transfer within the team and business unit \u2022 Keep current on emerging trends/ developments and grow knowledge of the business, related tools and techniques \u2022 Participate in personal performance management and development activities, including cross training within own team \u2022 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 \u2022 Contribute to the success of the team by willingly assisting others in the completion and performance of work activities; provide training, coaching and/or guidance as appropriate. \u2022 Contribute to a fair, positive and equitable environment that supports a diverse workforce \u2022 Act as a brand champion for the business area/function and the bank, both internally and/or externally
BREADTH & DEPTH \u2022 Apply foundational level of knowledge to handle routine with minimum risk \u2022 Handle some limited situations for Core Auto, and Residential claims \u2022 Has limited claim settlement authority and requires next level approval for claims in excess of their authority limit \u2022 Complete work within specifically defined parameters with guidance /direction from management as necessary \u2022 Leverage the Claims Resources Team to make file decisions on liability and assessment \u2022 Intermediate level knowledge with some form of related training and/or related experience or skills; Industry accreditation and training generally required \u2022 Typically reports into a Team Manager
EXPERIENCE & EDUCATION: \u2022 College/ University degree \u2022 2\u002B 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.