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 Team Lead, Customer Care is responsible for overseeing all front-line Adjuster staff, ensuring an accurate, timely and customer-oriented approach to automotive extended warranty claims. A subject matter expert, in addition to being a team lead, the Team Lead, Customer Care assists all Claims Adjusters requiring adjudication support and review of complex claims. The Team Lead, Customer Care also plays a first response support role on escalated claims when they occur.
A people leader in charge of team function and process adherence, the Team Lead Customer Care also delivers ongoing coaching and training to all Claims Adjusters, to ensure industry-leading customer service and contractual service level agreements are consistently delivered. A proactive communicator and problem-solver, the Team Lead Customer Care helps create an environment where employees feel supported, valued, and empowered to succeed.
Key Responsibilities
- Provide exceptional customer service via telephone, live chat and written correspondence to customers who have purchased our product, auto dealerships selling our product and repair facilities that service our customers.
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Ensure the operational claims adjudication team is actively managing assigned tasks on a day-to-day basis and also adhering to real-time expectations across all contact channels, to ensure consistency in meeting service level and KPI targets
Assess and implement intraday and immediate actions required to address gaps in performance, reallocating resources and providing support as needed to maintain operational efficiency and customer experience standards
Provide subject matter expert support by adjudicating all claim types including complex claims, as well as assisting with all contact channel tasks, as required.
Facilitate the claims adjudication process by delivering effective coaching, performance management and contact channel and backlog management approaches to meet department service level agreements and underwriting commitments.
Partner with workforce management staff to continually monitor front line operational processes, work allocation, triage and ticketing systems to guide front-line Adjusters on an intraday basis to meet departmental objectives and reduce the possibility of backlogs
Assist in the creation of technical documents and process flows as required
Provide daily support to Adjusters through regular floor presence or virtual check-ins, offering side-by-side guidance and real-time coaching to address issues as they arise and reinforce best practices.
Set clear expectations and hold team members accountable for individual performance, adherence to schedule, and achievement of team goals, addressing gaps through timely feedback and coaching. Utilize contact channel and technical audit reports to guide discussions and improve performance as part of monthly one-to-one coaching cycles
Ensure consistent follow-through on development plans, performance management actions, and escalations, holding yourself and others to a high standard of responsibility and execution.
Collaborate with Technical Claims Advisors to ensure coaching and development plans are aligned to continually progress Adjusters through established autonomy frameworks
Leadership Competencies
Self-Management - Leads with emotional control, agility and influence through expressing a wide spectrum of emotions to suit the environment they are within, in order to build commitment.
Results Focused - Creates a high-performance culture throughout the organization with imbedded urgency and accountability to achieve results while preserving core values and enthusiasm
Effective Communicator – Expressing and transmitting meaningful information with consistency and clarity, using active listening techniques in order to promote increased understanding.
Empowers and Coaches Others – Applies standard coaching methodology that help individuals self-identify their opportunities for change, make decisions within their scope of authority, and pursue a plan of action to achieve business results.
Collaboration and Influence - Fosters a high-performing culture where leaders work well together toward a common vision, while positively and respectfully challenging each other to do their best work across the business building effective relationships both internally and externally.
Builds Teams – Facilitates the right teams, with the right skills, and working cooperatively and effectively toward a common goal.
Innovation and Change Leadership - Commits to new approaches ahead of emerging opportunities and successfully removes obstacles to ensure the organization remains nimble and responsive to change.
Required Skills
- Excellent organizational and time management skills.
- Exceptional customer service skills.
- Tactful negotiator.
- Excellent attention to detail.
- Effective and efficient at multi-tasking.
- Courteous and professional telephone manner.
- Ability to motivate team.
- Proficient with MS Office suite of products (Outlook, Word, Excel).
- Bilingual (English/French) oral and written is an asset.
- Maintain required licensing. AB, BC etc.
Education
- Automotive Technician Certification, or directly related relevant industry related experience (preferred)
- College/university degree or the equivalent work experience (preferred)
- Valid Adjuster License (preferred)
- AMF Certified (preferred)
- CIP designation (asset)
Experience
- 2+ years claims adjusting experience (desired)
- 2+ years automotive service department or automotive insurance claims experience (desired)
- 2+ years in a team lead or equivalent leadership experience (required)
The Rewards
- Competitive compensation: $90,000 - 100,000 + bonus
- Onsite based in our Montreal/Laval office
- A competitive compensation package, including a comprehensive health benefits plan, Group RRSP, performance bonus, health and wellness benefits, and education sponsorship.
- Four paid days annually to "give back" to the community, along with your birthday off.
- A vehicle rebate program of up to $400 per month.
- Ongoing education sponsorship and career development opportunities
- A purpose-driven culture committed to innovation and social impact
Ready to Shape the Future of Customer Experience?
Apply now at lgm.ca/careers
Let’s redefine excellence together.
