Job Description

Opportunity

We are seeking a fair, objective, and solutions-oriented professional to join our team as a Dispute Resolution Officer. In this role, you will serve as the organization’s designated ombudsperson for our Property & Casualty insurance operations, independently reviewing and resolving escalated client concerns.

Acting as a neutral party, you will investigate complex issues, facilitate resolution, and provide recommendations that balance fair outcomes with sound business practices.

What you will be doing

• Review, investigate, and resolve escalated customer complaints related to claims, service, and policy interpretation
• Act as an impartial and objective resource in assessing concerns and determining fair outcomes
• Gather and analyze documentation, including claim files, correspondence, and internal policies
• Communicate decisions clearly, professionally, and empathetically to clients and internal stakeholders
• Partner with claims, underwriting, and leadership teams to resolve complex or sensitive issues
• Identify trends in complaints and provide recommendations to enhance the overall client experience
• Ensure complaint handling aligns with regulatory expectations, industry standards, and internal ombudsperson practices
• Maintain thorough and accurate documentation of investigations and outcomes

What you bring to the team

• Minimum of 7 years’ experience in the property & casualty insurance industry
• Strong understanding of claims handling practices and policy interpretation
• Experience managing escalated client concerns, complaints, or disputes
• Experience in an ombudsperson, dispute resolution, or independent review capacity is a strong asset
• Knowledge of complaint handling regulations or ombudsperson best practices is an asset
• CIP designation (or working toward) is considered an asset
• Strong analytical and problem-solving skills, with the ability to evaluate complex information and make informed decisions
• High level of attention to detail, organization skills and ability to prioritize tasks
• High degree of emotional intelligence and empathy

How you will succeed

Success in this role will be demonstrated by your ability to effectively fulfill the responsibilities of the organization’s ombudsperson, independently managing escalated complaints, conducting fair and thorough investigations, and delivering clear, well-reasoned resolutions. You will have built credibility as a trusted and objective resource across the organization, maintaining independence and integrity in your decision making. Additionally, you will begin identifying trends and provide insights that strengthen the organization’s complaint handling practices, enhance client experience, and reinforce confidence in a fair and transparent resolution process.

How we take care of our Employees

By joining Millennium Insurance, you will belong to a passionate and purpose-driven team. As part of the Wheaton Group Companies, we pride ourselves on being family oriented, socially responsible, and in doing business the right way. Millennium is proud to be Great Place to Work Certified for creating an outstanding employee experience and an amazing workplace culture. Some of the amazing benefits our employees have access to include:

• Generous Paid Time Off Program
• Group Retirement Savings Plan with employer match
• Fitness Subsidy
• Training & Development Assistance
• Health, Dental and Insured Benefit Offerings
• Health and Lifestyle Spending Account
• Employee Discount Programs

About Millennium Insurance

Millennium Insurance is a locally owned and operated property and casualty insurance company based in Sherwood Park, AB. We pride ourselves on offering relevant and competitively priced insurance products, along with industry-leading customer service. Our business lines include personal automobiles, personal property, home warranty, commercial property, and commercial liability insurance. With over $400 million in written premium, Millennium Insurance is proud to be part of the Wheaton Group of Companies.

Interested in applying?

If you are ready to pursue a new challenge, visit our careers page at My Job Search (ultipro.ca) and apply today!

We thank all candidates for their interest but only candidates selected to advance in the hiring process will be contacted. Final candidates will be asked to undergo pre-employment backchecks, results of which must be satisfactory to Millennium.

Millennium is committed to fostering an inclusive, equitable and accessible workplace. If we can make any adjustments to the hiring process to better accommodate you, please provide feedback when submitting your application or let us know when we reach out about a job opportunity.

This role not a fit for you? Stay connected with us through LinkedIn for information on other career opportunities that are available.