Analyst, Incident Management (Stores)

Job Summary

Reporting to the Manager, incidents and claims, the Incident Management Analyst is responsible for preparing and reviewing documents related to claims and litigation management in our stores across Canada.

Key Accountabilities

• Collect data regarding customer claims from various sources;
• Review and assess claims and propose course of action with supervisor;
• Communicate with various stakeholders (clients, internal departments);
• Analyze the nature and cause of complaints to understand the issues;
• Review reports from insurers and external counsels, and update and maintain internal reports;
• Review legal documents for factual accuracy;
• Hold settlement discussions with clients (and clients’ attorneys, as applicable);
• Prepare settlement documents and releases;
• Organize, track, and maintain files and case correspondence;
• Monitor follow-up actions (internally and externally) and manage key dates;
• Liaise with the Compliance team regarding product-related complaints, review and assess incidents involving products, propose responses to customers and discuss same with supervisor;
• Maintain internal management tools up to date;
• Prepare and update template documents;
• Conduct research, as needed; 
• Any other clerical duties to assist the legal team, as needed.

Job Requirements

• Minimum of two (2) years of experience in a similar position;
• College diploma (DEC) and/or equivalent background or training deemed relevant with work experience in customer service, quality assurance, or claims management;
• Bilingual with excellent drafting skills in English and French;
• Ability to communicate effectively, in a professional and courteous manner;
• Ability to negotiate;
• Ability to follow-up on files with minimal supervision;
• Strong attention to detail;
• Strong time management, organizational and multi-tasking skills; and
• Proficiency in Microsoft Office Suite.