Disability Specialist - Skills Development & Technical Trainer

Disability Specialist - Skills Development & Technical Trainer

Group Life & Disability  Waterloo, ON

With every job, there’s always the question of “why”. Why join a company? Why be part of their mission? Here, the why is easy. It’s because at some point, we’ve all needed someone there for us.

At the OTIP Group of Companies (OGC), we believe that something special happens when employees feel valued for the work they do, supported as the people they are, and included in the very fabric of the organization: they bring their best to work every day. And that’s why we mean it when we say we put our people at the centre of everything we do.

Join us as we grow our way into a future that reimagines what it means to deliver meaningful benefits support and service.

What You’ll Do:

Reporting to the Manager, Group Life and Disability - Resource Team, you’ll be responsible for skills development and technical training of Disability and Rehabilitation Claims staff. Training, coaching and mentoring new staff and existing staff to ensure they are efficient and productively impacting workload. This also includes working one on one with staff and establishing individualized developmental plans as required (with manager input) and evaluating trends identified through quality assurance reviews and appeal feedback.

The core parts of your role will be:

• Accesses and establishes ongoing training plans for roles within the Group Life & Disability Claims (GL&DC) department.
• Is proactive and responsive to changes impacting the GL&DC department initiated by internal or external factors and developing applicable training to meet those needs.
• Has a thorough understanding of the technical application of job-specific functions and tasks of roles within the GL&DC department.
• Works collaboratively with managers and employees related to the development of individual performance plans and departmental training. This may include adjudication, benefit calculations, ongoing case management, rehabilitation involvement and technical application skills. Consideration will be made to understanding and identify learning requirements, designing individual development or departmental training, and coaching and mentoring to improve performance.
• Acts as a resource for staff referrals on complex claims and rehab situations, calculations, contractual interpretation, technical training and assigned projects.
• Applies adult learning principles in training, coaching and mentoring of new staff and existing staff within the GL&DC department including technical application and customer service expectations.
• Evaluates quality assurance results and appeals feedback to identify individual and group coaching and training opportunities to promote staff development, process improvements related to productivity saving and service excellence.
• Provides input and direction to Quality Assurance Auditors to ensure that quality assurance reviews accurately assess the application and compliance of current and new best practices. This will help to assess training effectiveness and future training and development as required.
• Maintains and updates GL&DC on-line process resources, including historical references as required.
• Seeks regular feedback from managers and trainees related to ways training could be improved or enhanced to meet staff needs and business requirements.
• Participates in and/or supports various OTIP and department initiatives and project working groups.
• Works collaboratively with other departments within OTIP to improve processes and remove barriers for GL&DC staff to complete their work objectives (i.e. ITS, Benefits Services, Underwriting etc.).
• Performs other duties within competence, as assigned.

Let’s Talk

About You:

This is the unique blend of skills and experience we would love to see in an ideal candidate:

• A college or university degree in a related subject.
• A minimum of three to five years’ experience in long term disability adjudication in the insurance field.
• A minimum of two years’ training experience would be preferred.
• Strong knowledge of insurance principles and practices, industry standards, legal and contractual…