[Hiring] Claims Analyst @Crum & Forster

Role Description

This is an entry to mid-level position designed to allow the appropriate candidate to grow and develop skills and expertise and transition to more complex claim handling responsibilities. Works under general supervision and reports to a Team Leader and/or Manager. Achieve superior customer service and claim handling at the most reasonable cost/efficiency by completing essential claim adjudication tasks including denying, settling, or requesting payments for claims based on coverage and proof of loss.

What you will do:

• Corresponds through verbal/written communication with policyholders, claimants, travel coordinators, etc. to gather important information to support claim decision.
• Serve as a customer advocate in all interactions to provide an outstanding customer experience.
• Review, assess, and process claims with adhering to established SLAs.
• Prompt responses to all status calls (next business day standard).
• Maintain SLAs on DOI, Attorney Demand and BBB complaints.
• Deliver complete, timely, and accurate work.
• Thoroughness of file documentation of spreadsheets and diary.
• Minimum number of claim appeals overturned due to analyst error.
• Manage work queue independently.
• Take ownership of claim decisions and work queue.
• Communicate effectively both written and verbal.
• Recognize fraud and subrogation opportunities and refer to appropriate expert.
• Consistently provide high-level customer service.
• Adhere to documented procedures.
• Demonstrate reliability (attendance, punctuality, time management).
• Show respect for co-workers and external contacts (customers, agents, third party providers, etc.).
• Show commitment to supporting team goals (e.g. eliminating backlogs, adherence to Work Force Management).
• Participate in Operations and Companywide initiatives (Focus Groups, Pilots, System Enhancements).
• Be a positive influence in the unit and exhibit professionalism.
• Leadership (willingness to put forth ideas to improve unit performance).
• Willingness to accept constructive criticism (coachable).
• Support of Team TII or other community initiatives.
• Continuous acquisition, development, and refinement of your skills as a claim professional.

Qualifications

• Customer Focus: Demonstrates a customer-first approach, consistently prioritizing customer needs and satisfaction in all interactions and decisions.
• Solid knowledge of principles and processes for claim examination, evaluation, and disposition.
• Strong problem solving and decision-making skills.
• Ability to adjust readily to multiple demands and constituencies, shifting priorities, and rapid change.
• Active listening skills.
• Ability to communicate in a clear, concise manner appropriate to the audience via phone, email, and in writing.
• Demonstrated ability to work independently.

Requirements

• Bachelor’s degree or equivalent work experience preferred, high school diploma/GED and 3+ years of experience required.
• Strong computer literacy with demonstrated keyboard skills, solid knowledge of technology used for claims administration, and familiarity with Microsoft office software and Cloud base systems.
• Prior customer service experience, within a claim environment a plus.

Benefits

• Competitive compensation package.
• Generous 401K employer match.
• Employee Stock Purchase plan with employer matching.
• Generous Paid Time Off.
• Excellent benefits that go beyond health, dental & vision, focused on your whole family’s wellness including your physical, mental and financial wellbeing.
• Opportunities for career development including tuition reimbursement, industry-related certifications, and professional training.
• A dynamic, ambitious, fun and exciting work environment.
• Encouragement of social and community responsibility through matching donation program, volunteer opportunities, and an employee-driven corporate giving program.