Partner Operations Specialist​/Spécialiste des opérations partenaires; Claims​/Réclamations

Position: Partner Operations Specialist / Spécialiste des opérations partenaires (Claims/Réclamations)
This position can be based in Laval, QC or Vancouver, BC. Must be fully bilingual in French/English

The Organization
LGM is a national leader in providing warranty, finance and insurance services to the Canadian automotive industry. Since 1998, LGM has been successfully supplying quality products and leading training solutions to Canadian automotive dealerships. Dealer partnerships are complimented with the strong backing and support of their automotive manufacturing brands, which include BMW/MINI, Kia, Mazda, Volvo, Jaguar, Land Rover/Range Rover and Mitsubishi Motors.

The Job
The Partner Operations Specialist manages complex escalations arising from claims adjudication and contract administration, including customer, dealership, OEM, legal and consumer matters. Acting as a key point of contact and subject matter expert for internal teams, external partners and assigned claims operations vendors, the role coordinates timely, professional resolutions within established processes and authority. The position monitors support channels and work queues, maintains accurate case documentation and identifies recurring questions, feedback and process gaps to support service level performance, operational consistency and continuous improvement across the Customer Experience department.

Key Responsibilities
Escalations Management

Claims Adjudication Escalations:  Manage dealer escalations and contract holder technical escalations resulting from claims adjudication, ensuring timely and appropriate resolution within the scope of the role.

Contract Administration Escalations:  Manage contract holder and dealer escalations arising from contract administration.

Legal, Consumer and Customer Experience Escalations:  Manage legal and consumer escalations related to claim’s adjudication and contract administration, as well as other escalations assigned within the Customer Experience department.

OEM Escalations:  Manage OEM escalations and coordinate with relevant internal teams to support effective and timely resolutions.

Professional Resolution:  Manage customer, dealership and OEM interactions professionally and effectively, resolving escalations and queries within established processes, timelines and the scope of the role.

Service-Level and KPI Attainment:  Manage assigned responsibilities and work queues to ensure escalations are resolved effectively, and that established Service Levels and Key Performance Indicators (KPIs) assigned to the role are achieved.

Documentation, Tracking Systems and Controls:  Create, implement and maintain effective tracking processes, tools and controls for escalations.

Documentation, Tracking Systems and Controls:  Ensure customer/dealer/OEM interactions, requests, decisions, actions, supporting evidence, resolution timelines and outcomes are accurately documented in applicable systems to support timely follow-up, accountability, reporting and operational oversight.

Technical Resource:  Acts as a resource to Customer Experience colleagues on complex claims, policy contract administration and escalation matters, sharing knowledge and guidance to support consistent application of established processes.

Cross-Functional Collaboration:

Work collaboratively across teams and departments to triage and resolve escalations and queries within scope and as assigned.

Vendor Liaison and Management

Vendor Management:
Serve as the point of contact for vendors supporting claims operations and adjudication and manage assigned vendor relationships and activities.

Customer and Partner Insights

Customer and Partner Insights:  Identify recurring customer, dealership and OEM questions, process feedback and gaps, and share observations and recommendations with management to support continuous improvement.

Analysis and Reporting:  Analyze recurring issues, trends and operational risks, and prepare or support reporting that summarizes findings, recommendations and potential business impact for management review, including reporting for legal and compliance purposes.

Core Competencies

Customer Focus:  Approaches customer, dealership, OEM and vendor interactions with professionalism, empathy and a commitment to fair, practical and timely resolutions.

Judgment and Accountability:  Assesses available information, applies established processes and sound judgment, makes appropriate decisions within the scope of the role, and follows through on commitments.

Conflict Resolution:  Remains composed during difficult interactions, builds trust and works…