Claims Review Advisor

This is an internal ICBC job posting. External applicants will not be considered.  

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We look forward to hearing from you!

The Claims Quality Assurance team within Claims People Enablement is expanding, and we have exciting opportunities for Claims Review Advisors to join our team. These positions are responsible for leading the Claims Quality Review process across the Claims Material Damage Claims division (Auto Claims, MD Services, SIU, and Claims Administration).

The Claims Quality Assurance team is accountable for developing, managing and evolving the framework and drivers of quality and success within Claims Material Damage. The team will be developing the tools, processes and skills required to measure quality for claims, ensuring the appropriate application of claim handling, best practice delivery of customer experience, management of leakage and quality of decision-making.

Reporting to the Manager, Claims Review Programs, the Claims Review Advisor position will be responsible for reviewing Claims Material Damage claims files and calls against quality standards, facilitating calibrations, developing templates for operational managers to use, and providing guidance and feedback on how to conduct quality reviews. You will be analyzing file and call review data to ensure quality standards are being met, identifying trends and investigating risks and opportunities for improvement.

This role requires a customer focus, continuous improvement mindset, technical knowledge as it pertains to the Claims Material Damage division and the ability to build strong collaborative relationships with peers and work positively in a team environment.

Day to day responsibilities include:

• Reviewing a sample set of claims files and calls, evaluating and monitoring quality of claims file handling against pre-determined quality criteria to maintain standards of performance
• Conducting focused reviews of claims files/calls to investigate specific themes or issues as assigned
• Engaging with Claims Material Damage Unit Leaders regarding themes identified in file/call reviews
• Providing guidance, coaching, technical advice and training to Claims Material Damage Unit Leaders and Auto Claims Specialists and Estimators regarding the resolution of any quality concerns
• Identifying trends, risks and opportunities for improvement in quality review process
• Prepares and presents reports regarding the review findings
• Makes recommendations and supports development on procedures, policy, and processes for claims handling improvement as a result of issues identified in the reviews.

• Conducts objective and independent claims file and call reviews as assigned

As a valued member of the ICBC team, you will thrive in a performance-driven environment that emphasizes employee leadership and accountability for delivering results.

Position Requirements

To be successful in this role, you will bring the following skills and experience:

• Post-secondary education in a related discipline or a combination of education and relevant experience
• Several years of work experience in claims handling
• Ability to conduct thematic reviews analysis to understand and problem solve trends in claims quality
• Knowledge of relevant acts, regulations, policies and procedures relating to end-to-end claims handling
• Up to date knowledge of industry best practices pertaining to the handling of claims file reviews
• Understanding of adjusting and material damage practices
• Knowledge of relevant corporate databases and systems to conduct reviews
• Knowledge of quality assurance terminology, methods and tools
• Clear and concise written and verbal communication skills
• A solution-based approach      

About us: 

At ICBC, it’s our job to make sure the car insurance system works for all British Columbians, today and in the future. Check out our ICBC Year in Review 2025  to learn more about what we've accomplished! If you want to make the most of your skills and expertise while growing your career, we want you. A career at ICBC is an opportunity to be part of a talented, diverse and inclusive team that is driven to serve its customers and community. You can expect a competitive salary, comprehensive benefits and a collaborative work environment. If you are reliable and dependable, contact us today to be part of our talented and diverse team as we work together to create an insurance system we can all be proud of.

 Our values guide how we interact with customers, partners, and each other. They shape our decisions and create a culture where employees feel inspired and empowered to do their best work.

• Collaborative: We include different perspectives to reach our common goals.
• Supportive: We seek to understand to meet diverse and evolving needs.
• Straightforward: We simplify the complex to make things easier.
• Knowledgeable: We gain knowledge through experience and learning to make informed decisions.

Work arrangements defined: 

• Hybrid 8 – you will work a minimum of 8 days in a 4-week period at your primary office headquarters (typically 2 days per week). The remaining days will be remote within British Columbia.  Please note there are updates to the hybrid model, starting September. This role will be moving to 2 days per week in office.

Only candidates legally entitled to work in Canada will be considered for this position.

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