Partner Operations Specialist / Spécialiste des opérations partenaires (Claims/Réclamations) in Laval

**This position can be based in Laval, QC or Vancouver, BC**

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 Partner Operations Specialist manages complex escalations arising from claims adjudication and contract administration, including customer, dealership, OEM, legal and consumer matters. Acting as a key point of contact and subject matter expert for internal teams, external partners and assigned claims operations vendors, the role coordinates timely, professional resolutions within established processes and authority. The position monitors support channels and work queues, maintains accurate case documentation and identifies recurring questions, feedback and process gaps to support service level performance, operational consistency and continuous improvement across the Customer Experience department.

Key Responsibilities

Escalations Management

• Claims Adjudication Escalations: Manage dealer escalations and contract holder technical escalations resulting from claims adjudication, ensuring timely and appropriate resolution within the scope of the role.
• Contract Administration Escalations: Manage contract holder and dealer escalations arising from contract administration.
• Legal, Consumer and Customer Experience Escalations: Manage legal and consumer escalations related to claim's adjudication and contract administration, as well as other escalations assigned within the Customer Experience department.
• OEM Escalations: Manage OEM escalations and coordinate with relevant internal teams to support effective and timely resolutions.
• Professional Resolution: Manage customer, dealership and OEM interactions professionally and effectively, resolving escalations and queries within established processes, timelines and the scope of the role.
• Service-Level and KPI Attainment: Manage assigned responsibilities and work queues to ensure escalations are resolved effectively, and that established Service Levels and Key Performance Indicators (KPIs) assigned to the role are achieved.
• Documentation, Tracking Systems and Controls: Create, implement and maintain effective tracking processes, tools and controls for escalations.
• Documentation, Tracking Systems and Controls: Ensure customer/dealer/OEM interactions, requests, decisions, actions, supporting evidence, resolution timelines and outcomes are accurately documented in applicable systems to support timely follow-up, accountability, reporting and operational oversight.
• Technical Resource: Acts as a resource to Customer Experience colleagues on complex claims, policy contract administration and escalation matters, sharing knowledge and guidance to support consistent application of established processes
• Cross-Functional Collaboration: Work collaboratively across teams and departments to triage and resolve escalations and queries within scope and as assigned.

Vendor Liaison and Management

• Vendor Management: Serve as the point of contact for vendors supporting claims operations and adjudication and manage assigned vendor relationships and activities.

Customer and Partner Insights

• Customer and Partner Insights: Identify recurring customer, dealership and OEM questions, process feedback and gaps, and share observations and recommendations with management tosupport continuous improvement.
• Analysis and Reporting: Analyze recurring issues, trends and operational risks, and prepare or support reporting that summarizes findings, recommendations and potential business impact for management review, including reporting for legal and compliance purposes.

Core Competencies

• Customer Focus: Approaches customer, dealership, OEM and vendor interactions with professionalism, empathy and a commitment to fair, practical and timely resolutions.
• Judgment and Accountability: Assesses available information, applies established processes and sound judgment, makes appropriate decisions within the scope of the role, and follows through on commitments.
• Conflict Resolution: Remains composed during difficult interactions, builds trust and works constructively toward resolution.
• Collaboration: Builds productive working relationships and collaborates across teams and departments to triage issues, coordinate actions, and resolve escalations.
• Analytical Thinking and Continuous Improvement: Recognizes recurring questions, feedback and process gaps, identifies patterns and communicates practical observations and recommendations to management.
• Adaptability and Learning Agility: Adjusts to changing priorities, processes and business needs, takes initiative, and seeks and applies feedback to strengthen performance.

Required Skills

• Fluently bilingual in French and English, both written and spoken.
• Strong oral and written communication skills, including the ability to explain claims decisions, contract administration matters and escalation outcomes clearly to customers, dealerships, OEMs, vendors and internal stakeholders.
• Strong customer service and administrative skills, with the ability to manage sensitive inquiries and maintain clear, complete, and professional records.
• Working knowledge of claims adjudication, warranty claims processes and contract administration sufficient to assess, triage and resolve escalations within established authority.
• Ability to interpret contract terms, coverage provisions, claims information, supporting documentation and operational procedures accurately.
• High attention to detail and accuracy when reviewing information and documenting interactions, requests, decisions, and actions.
• Strong organizational and time-management skills, with the ability to prioritize multiple escalations, monitor support channels and work queues, and meet established service levels and timelines.
• Proficiency with Microsoft Office Suite and the ability to learn and use claims, contract administration, customer relationship management, and other digital systems.

Education/Experience

• 3+ years of experience in the automotive industry, preferably within extended warranty, protection products, claims operations or a related service environment.
• 2+ years of experience in warranty administration, claims adjudication, contract administration, customer escalations or a related operational environment.
• 2+ years of experience managing complex customer, dealership, OEM or vendor communications and interactions, including escalations, issue resolution and cross-functional coordination.
• Post-secondary education in business administration, insurance, legal studies, dispute resolution or a related field, or an equivalent combination of education and relevant experience, with experience analyzing operational issues, preparing reports or identifying service trends

What We Offer

• The base compensation range for this position is$87,000 - 109,000
• Hybrid work model
• 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.

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À propos de LGM

LGM Financial Services est un leader national en matière de garanties et d'assurances automobiles. Depuis 1998, nous collaborons avec des marques reconnues telles que BMW, Mazda, Kia, Volvo et Mitsubishi Motors.

Plusieurs membres de notre équipe proviennent directement de concessions — nous comprenons votre réalité, car nous avons déjà recruté des profils comme le vôtre.

Résumé du poste

Le spécialiste des opérations partenaires gère les dossiers complexes transmis à un niveau supérieur dans le cadre du traitement des réclamations et de l'administration des contrats, notamment ceux concernant la clientèle, les concessionnaires, les constructeurs automobiles, les questions juridiques et les consommateurs. À titre de personne-ressource principale et d'expert pour les équipes internes, les partenaires externes et les fournisseurs attitrés aux opérations de réclamations, il coordonne le règlement professionnel des dossiers dans les délais prévus, selon les processus établis et les pouvoirs qui lui sont délégués. Il surveille les canaux de soutien et les files de travail, tient des dossiers exacts et relève les questions récurrentes, les commentaires et les lacunes des processus afin de favoriser le respect des niveaux de service, l'uniformité opérationnelle et l'amélioration continue au sein du service de l'expérience client.

Responsabilités Prinicpales

Gestion des dossiers transmis à un niveau