• Deliver timely end‑user support for Salesforce issues, including login/access challenges, navigation questions, and functional troubleshooting. • Triage incidents and assign appropriate priority levels; document cases with clarity and completeness in alignment with internal standards such as DRD MA‑008 where applicable. • Resolve Tier 1–2 issues and escalate complex or system‑level concerns to Tier 3 vendor support as needed. • Support user onboarding by walking customers through features, permissions, and general use of Salesforce tools. • Assist with workflow improvements by identifying recurring challenges and recommending updates or training opportunities. • Contribute to the creation and maintenance of Tier 0 Knowledge Articles to improve self‑service support resources. • Collaborate with system administrators, platform teams, and cross‑functional groups to ensure consistent and accurate case resolution. • Participate in testing, validation, and deployment support for new features or enhancements. • Maintain confidentiality and adhere to organizational policies when handling user information or system access.

Role Description As a Residential Claim Specialist at TD Insurance, you will leverage your subject matter expertise to manage complex, high-risk residential claims, many with extended lifecycles of over one year. This role focuses on delivering exceptional customer outcomes while safeguarding TD Insurance’s business interests. You will typically report to a Team Manager / Manager, Claims. Key Responsibilities - Claims Management & Customer Experience - Handle complex, high-risk residential claims using advanced technical expertise. - Meet with clients, witnesses, or other parties in the field to obtain statements and negotiate settlements, as required. - Collaborate with internal teams, external vendors, and business partners to deliver timely and accurate claim resolutions. - Apply claims management principles to control costs and minimize claims leakage. - Identify potential fraudulent claims and manage them in line with organizational policies and procedures. - Work with claims vendors to maintain agreed-upon service standards. - Risk, Compliance & Business Protection - Act as a subject matter expert within residential claims. - Ensure all claim documentation is accurate, complete, and compliant with regulatory and internal requirements. - Identify, manage, and escalate non-standard or high-risk claims when necessary. - Protect organizational interests by identifying risks and applying appropriate controls. - Contribute to process improvement initiatives to enhance efficiency and effectiveness. - Participate in cross-functional and enterprise initiatives, providing expert guidance on complex claims scenarios. - Teamwork & Leadership - Support a collaborative, inclusive, and positive team environment. - Share knowledge, provide coaching, and support skill development within the team. - Stay current on emerging trends, tools, and industry best practices. - Act as a brand ambassador for TD Insurance internally and externally. Qualifications - Extensive experience handling complex residential insurance claims. - Litigation Claims Experience. - Proven ability to manage high-risk, high-severity claims with long resolution timelines. - Expert understanding of the residential claims lifecycle and claims management practices. - Strong knowledge of fraud identification, investigation, and escalation processes. - Ability to operate at maximum claims authority, with escalation for select claims. - Expert industry knowledge with applicable accreditation and credentials. - Strong understanding of insurance regulations, operational environments, and compliance requirements. - Ability to leverage Claims Resources teams and subject matter experts to assess liability and damages. - Excellent judgment, decision-making, and negotiation skills. - Strong written and verbal communication abilities. - Proven ability to collaborate effectively across internal teams and external partners. - Strong organizational, prioritization, and time-management skills. - Comfortable working independently in complex and ambiguous situations. - Commitment to continuous learning and professional development. Benefits - Base salary and variable compensation. - Health and well-being benefits. - Savings and retirement programs. - Paid time off. - Banking benefits and discounts. - Career development opportunities. - Reward and recognition programs.

• Review and adjudicate claims in accordance with claim processing guidelines. • Provide accurate and timely resolution in processing medical claims. • Determine and understand the coverage provided under a member's health plan. • Review claims information to determine the nature of a member's illness or injury. • Process claims accurately to enhance customer satisfaction and retention.

• Lead the management and maintenance of macOS and Windows environments, ensuring optimal performance, security, and scalability. • Oversee and configure Okta for seamless single sign-on (SSO) and multi-factor authentication (MFA). • Utilize Iru/Kandji for deployment and security of all company Mac devices. • Manage and support Google Workspace applications. • Develop and maintain advanced scripts and AWS Lambda functions to automate routine tasks. • Design and implement integrations between various platforms and tools. • Establish and enforce security protocols to protect company data. • Provide expert-level technical support to staff. • Lead IT projects from conception to completion, including system upgrades and migrations.