Complex Claims Specialist

The Opportunity

Are you looking for a caring, collaborative, values‑driven workplace with inspiring teammates and leaders? Do you have the ambition and desire to be the best and thrive at the most impactful global insurance provider in the world? Look no further than Zurich Canada. If you have experience in complex casualty claims handling and are looking for a new challenge, we would love to hear from you.

Zurich Canada is currently looking for a Complex Claims Specialist to handle single and multi‑party claims of high exposure and complexity within specific authority limits, ensuring claims are resolved efficiently and effectively while delivering a customer‑centric claims service.

Reporting to the AVP Complex Claims, you will take a lead role in investigating, evaluating, and resolving complex claims, providing technical guidance to internal and external colleagues, and contributing to process improvements that enhance our customer experience and operational performance. You will also act as a subject‑matter expert, helping to develop and mentor other claims professionals.

• Manage single and multi‑party personal and commercial claims of moderate to high complexity within delegated authority, delivering a customer‑centric service.
• Accurately document and maintain claim files in line with best practices and Zurich policies.
• Investigate claims by gathering facts, applying applicable law and negligence principles, and determining liability and coverage.
• Develop and execute case strategies, including evaluations, action plans, timely escalation, reserving, and damage assessments to achieve efficient resolution.
• Negotiate settlements within authority limits using appropriate strategies, tools, and resources.
• Ensure quality and compliance with internal guidelines, policies, and regulatory requirements.
• Support customer marketing and client relationship activities as appropriate.
• Ensure compliance with claims policies, procedures, systems, and processes.
• Analyze data to identify trends, improvement opportunities, and recommendations for the claims function.
• Drive system and process improvements to enhance efficiency and customer service.
• Provide technical guidance and act as a subject‑matter expert on complex cases, helping to establish precedents and improve outcomes.
• Build and manage relationships with key internal and external stakeholders, ensuring alignment on claims issues.
• Serve as a technical reference point for the team and internal customers, maintaining up‑to‑date expertise to support operational claims handling.
• Coach, mentor, and support team members’ development.

• Bachelor’s Degree and 6 or more years of experience in Casualty Claims.
• OR Juris Doctor (JD) and 3 or more years of experience in Casualty Claims.
• Must obtain and retain Quebec Claims Adjuster license (AMF) (Commercial Lines).
• Fluency in both spoken and written French.
• Fluency in both spoken and written English required.
• Strong communication and analytical skills.
• Proficiency with Office 365 tools.

• Minimum of 5 years experience in Casualty Claims.
• Proven ability to manage complex workloads and meet deadlines in a fast‑paced environment.
• Experience working in a collaborative team environment and across work groups.
• Strong verbal and written communication skills.
• Demonstrated ability to coach and provide technical guidance to other claims professionals.

Zurich Canada is an equal opportunity employer and encourages applicants from diverse backgrounds.