National Account Coordinator, Insurer Management Services (Remote/Full-time) (Toronto, ON Canada) at SCM Insurance Services

Company

ClaimsPro LP

National Account Coordinator, Insurer Management Services (Remote/Full-time) (Toronto, ON Canada)

National Account Coordinator, Insurer Management Services

Overview

Working within a team environment, the National Account Coordinator provides administrative support to the Account Managers, Branch Operation Staff and clients, ensuring the delivery of exceptional frontline service, timely responses, and high-quality outcomes. This role supports the daily operations and activities related to Insurer Management Services Accounts, and reports to the National Account Coordinator Supervisor, Insurer Management Services.

Organizational Alignment

• Operational effectiveness and efficiency.
• Customer Service: supporting workflow that offers “best-in-class” experience/services to our customers.
• Quality: Providing timely and quality responses to internal stakeholders and external stakeholders
• Market: Understand the context of the industry to ensure purpose driven prioritization of tasks
• Build a personal relationship with internal stakeholders
  
  

Key Performance Factors

• Create and build relationships within IMS/CCS (Insurer Management Services / Centralized Claims Set Up Team and other stakeholders
• Demonstrate initiative in the ownership of workflow and results
• Communication
• Organization
• Resourcefulness
• Efficiency
  
  

Job Responsibilities

• Provide administrative support to Adjusters and external client service groups across internal and client systems, including internal platforms - Claimspace and Workorder System.
• Triaging new claims with accuracy and attention to detail.
• Daily processing and completion of payments and reserve changes on all delegated authority claims.
• Manage vendor submissions on behalf of Adjusters using XactAnalysis, Audatex, and Mitchell.
• Submit denials, manage coverage concerns, and oversee over-authority files, ensuring ClaimsPro files are current.
• Performed data integrity tasks, including clear documentation and thorough file reviews.
• Addressing inquiries from internal teams and external customers in a professional and timely manner.
• Manually open new claims and complete closure procedures.
• Providing accurate declaration pages and policy wordings as needed.
• Maintaining cross-training on multiple client accounts and staying current with processes and guidelines.
• Participating in projects and special assignments as needed.
• Supporting rotational after-hours claims watch when required (on-call availability until 8 PM EST).
  
  

Qualifications & Experience

• University degree/college diploma preferred or equivalent business experience.
• Post-secondary education
• Bilingual in both French and English is an asset
• Insurance industry experience/exposure preferred
• Previous experience/exposure to desktop adjusting an asset
• 1 to 3 years’ experience in a customer service/support role required
• Exceptional MS Office skills (Outlook, Word, Excel, PowerPoint)
• Strong computer skills with an aptitude/ability to learn new software/databases
  
  

Competencies

• Communication Skills - Clearly conveys information verbally and in writing, actively listens, and uses digital tools effectively to keep teams informed and maintain positive virtual collaboration.
• Problem Solving – Identifies challenges and develops practical, creative solutions that address the needs of all parties while supporting team goals.
• Initiative – Proactively identifies needs, takes ownership of responsibilities, and manages priorities independently.
• Teamwork – Collaborates effectively, demonstrates reliability, and maintains a positive attitude while supporting team objectives.
• Adaptability - Embraces change, learn quickly, and adjusts to shifting workloads or expectations while maintaining productivity.
• Organizational Skills - Efficiently manages time, tasks, and information to ensure accuracy, meet deadlines, and support team efficiency. 
  
  

Environment/Working Conditions

• Remote work environment – anywhere in Canada.
• Positive and collaborative team dynamics.
• All prospective employees are required to successfully pass a background check.
• Must be available to be on-call until 8:00 PM EST on a rotational basis
  
  

SCM Insurance Services and affiliates welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates throughout the recruitment and assessment process. All prospective employees must pass a background check.

Unsolicited Outreach Statement – Recruitment Agencies

SCM Insurance Services (SCM) and its affiliated companies will not accept unsolicited resume submittals from third- party recruiters and hereby request agencies to not contact SCM employees or managers directly to present candidates. Be advised SCM will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume and will consider any unsolicited resumes forwarded public information. SCM welcomes resumes submitted directly from candidates.