Complex Loss Manager + Technical Specialist (BC, ON, or AB)
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AI Summary
Serve as the ultimate technical authority for large-scale residential property and liability claims while providing strategic coaching and mentoring to the claims team. Leverage AI tools to modernize claims research, develop training curricula, and ensure the consistent application of best practices.
Complex Loss Manager + Technical Specialist (BC, ON, or AB)
Application Deadline: 30 June 2026
Department: Claims Management
Employment Type: Permanent - Full Time
Location: Vancouver, BC
Reporting To: Wendy McCracken
Compensation: $110,000 - $125,000 / year
Description
Tired of working for an insurance provider that tries to find ways to deny, rather than cover, claims? Frustrated with outdated practices and processes that lead to poor customer service? At Square One, we treat our customers fairly, paying them what they are entitled to. And, we leverage technology to personalize buying a home insurance policy and making a home insurance claim.
As an experienced claims professional, you understand how important proper claims handling is to an insurance provider’s reputation. You treat each customer with empathy, patience, and respect. You recognize that, although you have handled thousands of claims, this is likely the customer’s first claim ever (or at least in a while). You also recognize that it’s important to only pay what’s afforded under the policy wordings; otherwise, the premiums for all are negatively affected.
Your success in this role comes from your extensive home insurance claims adjusting experience as well as your superior analytical and decision-making skills. You can quickly determine what claims are and aren’t covered. You have strong communication and leadership skills, which you use to share decisions and findings with, and provide direction to others. While you don’t enjoy conflict, you handle it effectively. You are both detail-oriented and organized, handling multiple files and tasks with ease. And, you take pride in your work and in leading others.
You work closely with internal and external stakeholders to ensure sound decisions are made and great service is delivered.
One of the things you enjoy most about Square One is the supportive team environment. You know the company’s coaching, mentoring, training, and tools are designed to ensure the team’s success.
We are seeking a high-level Complex loss Manager and Technical Specialist to serve as the ultimate authority on large and complex residential property claims and liability claims. This role is designed for a subject matter expert and mentor who excels at navigating high-exposure files while simultaneously acting as a dedicated coach and mentor to the claims team.
Your Responsibilities
You are a "technician’s technician" who stays ahead of industry trends. You are as comfortable defending a settlement position or coverage interpretation to executive leadership as you are teaching a junior adjuster how to identify a claim "red flag" or teaching a field adjuster how to scope a water loss. You prioritize efficiency and are eager to leverage new technology to modernize the traditional claims environment.
Core Responsibilities
- Strategic Coaching: Lead the professional development of adjusters & Examiners through technical workshops, desk-side mentoring, file reviews and the creation of advanced training curricula. You will also mentor all newly hired staff for their 3-month probationary period.
- Technical Authority: Provide expert oversight, strategy, and settlement authority for large-scale property losses and liability losses.
- AI-Driven Efficiency: Expertly utilize and advocate for AI tools to perform rapid legal/technical research, summarize voluminous documentation, and generate training materials that optimize departmental learning. You may also proactively develop AI-driven efficiency tools and prompts to assist the team in navigating complex policy language.
- Quality Excellence: Execute calibration exercises to ensure technical accuracy and the consistent application of best practices across the team.
- Workshops: Develop and deliver training workshops, using AI-simulated scenarios, where possible, to help adjusters practice negotiation and conflict management in a "sandbox" environment
- Leadership & Committees: Participate in the Coverage Committee and senior leadership meetings to shape departmental policy.
- Industry Evolution: Maintain your professional licenses and industry knowledge, with a specific focus on how emerging Insurtech affects liability and property valuation. You will be one of the architects of our technical standards, ensuring that AI is leveraged as a powerful tool, not a replacement for judgment.
- Research Leadership: As we begin to implement AI, you will train adjusters to use AI to "verify and trust," ensuring all machine-generated data passes through your professional expertise guardrail. While AI handles the data, you provide the human value that competitors cannot replicate.
- Critical Incident Management: You train claims staff to treat losses not as files, but as critical incidents, bringing empathy and high-level crisis management to policyholders
- Conflict Coaching: You will mentor adjusters in the art of relationship building and de-escalating volatile disputes with claimants and legal counsel.
- Nuanced Negotiation: You apply the intuition and "gut feel" of a seasoned expert to settle claims where the human element outweighs the data.
- Workflow integrity: You are responsible for maintaining the integrity of our workflow by defining exactly where the machine stops and the human expert begins.
- Training Materials: You will update and maintain technical documentation, the claims manual and all claim' handbooks.
Your Qualifications
- Professional Designations: Must hold a CIP (Chartered Insurance Professional) or FCIP (Fellow Chartered Insurance Professional) designation or possess an equivalent level of advanced formal insurance education or degree.
- Technical Mastery: Extensive experience in handling complex residential property and liability files with a deep understanding of policy wordings and tort law. You possess:
- At least 15 years of personal lines home insurance claims adjusting experience.
- At least 5 years of management experience within the same field.
- Prior experience providing claims training/workshops/coaching.
- At least 1 year of tenure with a recent employer.
- AI Proficiency: Must be fearless and curious in researching, adopting and teaching AI technologies to drive efficiency in research, productivity and claims analysis.
- Communication: Exceptional ability to distill complex technical concepts into clear, actionable guidance for adjusters, stakeholders, and legal counsel
Your Compensation + Benefits
You appreciate the fact that Square One personalizes your compensation and benefits in the same way it personalizes policies for its customers. Your very competitive compensation and benefits plan include:
- An annual salary range of $ $110,000 to $125,000
- Participation in the profit share program.
- Performance bonus plan
- 4-weeks of vacation to start and an additional week after only 3 years.
- Full MSP coverage for you and your family.
- Flexible medical, dental, vision and extended health care coverage.
- Short- and long-term disability coverage.
- In-house and external training paid by Square One.
- Work setup: in-office, hybrid or remote.
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