Disability Claims Coach

Position Title: Disability Claims Coach (Best Practice Consultant)
Reports To: Manager, Life and Disability Best Practice
Department: Group Disability Life Claims
Term: Permanent Full-Time

Work Arrangements: This is a hybrid role. You will work in our office in Waterloo, ON a minimum of two (2) assigned, consecutive days every other week, plus a fifth (5th) assigned day per month. You are welcome to work from the office more than the minimum requirement and there may be some roles that are required to work in our office more than the minimum requirement.

 

The Opportunity: Equitable is growing! We are looking for a Disability Claim Coach to join our Group Life & Disability Claims team! This position is a member of the Group Life and Disability Best Practices team.  This role is an expert and enablement role for the Disability claims team. We are seeking a Best Practice Consultant whose primary responsibility will be coaching. Now is an exciting time to join one of the Waterloo Area’s and Southwestern Ontario’s Top Employers for 2024!

What you will be doing:

•    Onboard and coach new and existing employees following classroom training.

•    Support STD and LTD DCS in developing skills related to workload management, complex case management, and client communication to improve overall team performance.

•    Develop and facilitate ongoing learning and development programs for the DCS team.

•    Collaborate with leadership and best practice teams to address ongoing learning and development opportunities for STD and LTD DCS

•    Create and implement coaching plans for DCS who require additional development support.

•    Respond to DCS questions via multiple channels.

•    Assist with the creation and review of complex letters (e.g., decline, medical request).

•    Analyze data in PowerBI and on caselist reports to identify trends and opportunities for ongoing coaching.

What you will bring:

•    Proven ability to manage and prioritize multiple projects in a fast-paced environment, meeting deadlines with minimal supervision.

•    Skilled in training and coaching team members to navigate complex claims and enhance performance outcomes.

•    Adept at tailoring support to diverse learning styles to ensure effective knowledge transfer.

•    Experienced in addressing the needs of clients, advisors, and internal stakeholders, with a strong track record in managing escalations professionally and promptly.

•    In-depth knowledge of group insurance products and benefit contracts, with demonstrated ability to interpret and apply contract language to develop best practices.

•    Strong analytical, decision-making, and problem-solving capabilities.

•    Exceptional verbal and written communication skills.

•    Proficient in Microsoft Office, particularly Excel, and quick to learn new systems and applications.

•    Excellent interpersonal skills with a service-oriented mindset.

•    Open to new strategies and approaches, with a proactive attitude toward innovation and improvement.

•    Bilingualism in French is considered an asset.

•    Committed to a growth mindset and coaching with curiosity.

•    Expertise in disability management, with a consistent record of proactive claims handling and effective intervention planning to support return-to-function goals.

What’s in it for you:

•    A healthy work-life balance with employee wellness top of mind

•    Annual bonus program, annual vacation allowance, and company-paid benefits program

•    An additional paid volunteer day each year so you can spend time giving back to the community

•    Immediate enrollment in the company’s pension program with employer matching

•    Employee resource groups that support an inclusive work environment

•    Tuition support and specialized program assistance

•    An onsite full-service cafeteria with a variety of daily options

•    Discounts on company products and services, and access to exclusive employee perks

•    Regular EQ Together events focused on company togetherness and collaboration

As part of the recruitment/offer process you will be required to:

• Provide two professional references (minimum one supervisor and above)