Senior Analyst I Business Process Transactions

Key Responsibilities

• Process and adjudicate Life Insurance and Living Benefits Claims for Canadian policyholders in accordance with company guidelines, service-level agreements (SLAs), and regulatory requirements.
• Review claim documentation, validate policy provisions, assess eligibility, and determine claim outcomes with accuracy and attention to detail.
• Coordinate with onshore teams, business partners, and clients to resolve claim-related queries and ensure seamless transaction processing.
• Manage claim cases from initiation through closure, ensuring all required documentation is collected, reviewed, and maintained.
• Identify missing information and proactively follow up with customers, beneficiaries, healthcare providers, or internal stakeholders to facilitate claim completion.
• Maintain accurate records and update claims management systems with all relevant activities and decisions.
• Monitor claim turnaround times and ensure adherence to quality standards and operational KPIs.
• Support investigations and escalation management for complex or exceptional claim scenarios.
• Participate in process improvement initiatives aimed at enhancing operational efficiency, customer experience, and quality outcomes.
• Ensure compliance with Canadian insurance regulations, internal policies, and data privacy requirements.
• Collaborate with quality, training, and operations teams to drive continuous process improvement and operational excellence.

Required Skills & Qualifications

• Minimum 6–7 years of experience in Life Insurance and/or Living Benefits Claims Processing.
• Strong understanding of insurance products, policy administration, claims adjudication, and customer servicing.
• Fluent French language proficiency (spoken and written) is mandatory.
• Excellent verbal and written communication skills in English.
• Ability to interact professionally with clients, stakeholders, and cross-functional teams across geographies.
• Experience working with Canadian Life Insurance processes will be highly preferred.
• Strong analytical and decision-making skills with the ability to interpret policy terms and claim documentation.
• High attention to detail and commitment to quality and accuracy.
• Proficiency in claims processing systems, Microsoft Office applications, and workflow management tools.
• Ability to manage multiple priorities while meeting established deadlines and service standards.

Preferred Attributes

• Customer-centric mindset with strong problem-solving capabilities.
• Ability to work independently while collaborating effectively within global teams.
• Experience handling sensitive customer information with professionalism and confidentiality.
• Strong organizational and time-management skills.
• Adaptability to a dynamic operational environment and willingness to participate in process transformation initiatives.

Work Environment

• Willingness to work in night shifts aligned with Canadian business hours.
• Ability to work effectively in a fast-paced, performance-driven environment.
• Commitment to delivering exceptional customer service and maintaining operational excellence.