Job Description
The Opportunity
Our client is seeking a fair, objective, and solutions-oriented insurance professional to join their team as a Senior Client Resolution Specialist, P&C Insurance. This role is ideal for an experienced individual who can serve as an independent resource for escalated client concerns, providing balanced, well-reasoned resolutions across claims, service, and policy-related matters.
Acting as a neutral party, you will investigate complex issues, facilitate resolution, and provide recommendations that support fair outcomes while aligning with sound business practices. This is an excellent opportunity for a seasoned insurance professional who brings strong judgment, empathy, and credibility in handling sensitive matters.
The Employer
Our client is a well-established Property & Casualty insurer with a strong reputation for service, integrity, and responsible business practices. The organization offers a collaborative and purpose-driven environment where employees are supported in making meaningful contributions to both the business and the client experience.
About You
You are an experienced P&C insurance professional with a strong understanding of claims handling, policy interpretation, and complaint resolution. You bring a calm, impartial, and thoughtful approach to complex situations and are comfortable reviewing sensitive matters independently. You are highly organized, emotionally intelligent, and able to communicate difficult decisions with professionalism and empathy.
You are someone who can build trust across internal teams while maintaining the independence and objectivity required in a dispute resolution or ombudsperson-style function.
What You Will Be Doing
• Review, investigate, and resolve escalated customer complaints related to claims, service, and policy interpretation
• Act as an impartial and objective resource in assessing concerns and determining fair outcomes
• Gather and analyze documentation, including claim files, correspondence, and internal policies
• Communicate decisions clearly, professionally, and empathetically to clients and internal stakeholders
• Partner with claims, underwriting, and leadership teams to help resolve complex or sensitive issues
• Identify complaint trends and provide recommendations to improve the overall client experience
• Ensure complaint handling aligns with regulatory expectations, industry standards, and internal best practices
• Maintain thorough and accurate documentation of investigations, findings, and outcomes
Necessary Qualifications Include
• Minimum 7 years of experience in the Property & Casualty insurance industry
• Strong understanding of claims handling practices and policy interpretation
• Experience managing escalated client concerns, complaints, or disputes
• Experience in an ombudsperson, dispute resolution, or independent review capacity is considered a strong asset
• Knowledge of complaint handling regulations or ombudsperson best practices is an asset
• CIP designation, or progress toward completion, is considered an asset
• Strong analytical and problem-solving skills with the ability to assess complex information and make informed decisions
• High attention to detail, strong organizational skills, and the ability to manage competing priorities
• A high degree of emotional intelligence, professionalism, and empathy
What Success Looks Like
Success in this role will be demonstrated by your ability to independently manage escalated complaints, conduct fair and thorough investigations, and deliver clear, balanced, and well-supported resolutions. You will build credibility as a trusted and objective resource across the organization while maintaining independence and integrity in your decision-making.
You will also contribute to the continuous improvement of complaint handling practices by identifying trends, sharing insights, and helping strengthen the overall client experience through a fair and transparent resolution process.
What’s in It for You
• Opportunity to take on a meaningful and highly visible role within a respected P&C insurance organization
• Collaborative, values-driven team environment
• Competitive compensation and comprehensive benefits program
• Retirement savings support with employer contributions
• Paid time off
• Professional development and training support
• Health, dental, and insured benefit offerings
• Wellness-related programs and employee discount offerings
About Us
DGA Careers has been proudly serving the Canadian insurance industry for over 30 years, specializing in providing insurance recruiting services to major insurers, insurance brokerage firms, and independent adjusting firms. With offices in Toronto, Vancouver, Montreal, Edmonton, and Calgary, DGA Careers is well-positioned to conduct searches with a national scope. Our unrivalled professional network across Canada provides us with the ability to reach key influencers and passive candidates nationally.
Interested candidates, please contact Kim Ehman at 587-885-1849 or forward your resume in confidence to Kim.