Solid reputation, passionate people and endless opportunities. That's Travelers. Our superior financial strength and consistent record of strong operating returns mean security for our customers - and opportunities for our employees. You will find Travelers to be full of energy and a workplace in which you truly can make a difference.
Under moderate supervision, this position is responsible for determining the best resource to properly resolve claims in unstaffed or remote regions nationwide (e.g.; desk adjustment, referral to Travelers staff adjuster or Independent Adjuster. Handles claims involving first party property investigation, evaluation, estimating and negotiation to ensure optimal claim resolution for building damage with some personal property and business personal property claims of low, medium to high severity and complexity. Remote territory claims will have financial exposure on losses up to $25,000 on average. Requires working weekends and extended work days during higher claim volume with minimal notification. Takes Catastrophe Escalation calls and handle a wide variety of transferred customer inquiry calls requiring a Claim Handler skill set. May handle claims and other functional work involving one or more lines of business other than property (i.e. auto, workers compensation, premium audit, underwriting) may be required in support of customer service including Pre-Claim Consultation. This job does not manage others. As part of the hiring process, this position requires the completion of an online pre-employment assessment. Further information regarding the assessment including an accommodation process, if needed, will be provided at such time as your candidacy is deemed appropriate for further consideration.
Primary Job Duties & Responsibilities
Determines optimal resource for management of assigned files Options include desk adjustment, referral to Travelers staff adjuster or Independent Adjuster. Utilizes mapping software to analyze claim location in proximity to staff adjusters. Manages Independent Adjusters including timely delivery of service and validation of estimates, if applicable. Reviews and approves all Independent Adjuster reports and billing. Requires working weekends and extended work days during higher claim volume events with minimal notification. Handles 1st party Property claims of low, medium to high severity and complexity as assigned. Meets all quality standards and expectations per Best Practices. Broad scale use of innovative technologies. Investigates and evaluates all relevant facts to determine coverage, damages and liability of first-party property claims under a variety of policies. Establishes accurate scope of damages for building and contents losses and utilize as a basis for written estimates and/or computer assisted estimates. Provides multi-line assistance in response to workforce management needs; including but not limited to claim handling for Auto, WC, GL and other areas of the business as needed. Establishes timely and accurate claim and expense reserves. Determines appropriate settlement amount based on independent judgment, computer assisted building and/or contents estimate, estimation of actual cash value and replacement value, contractor estimate validation, appraisals, application of applicable limits and deductibles and work product of Independent Adjusters. Determines appropriate settlement amount based on independent judgment, computer assisted building and/or contents estimate, estimation of actual cash value and replacement value, contractor estimate validation, appraisals, application of applicable limits and deductibles. Negotiates and conveys claim settlements within authority limits. Writes denial letters, Reservation of Rights and other complex. correspondence to insureds. Performs other duties in support of the Catastrophe Response such as outbound contact calls, secondary claim severity triage, coordination of emergency services for claims assigned to other adjusters, fax and e-mail processing, mentoring of Enterprise Response Team members, etc. as required. Maintains an effective diary system and document claim file activities in accordance with established procedures. Manages file inventory to ensure timely resolution of cases. Handles files in compliance with state regulations, where applicable. Provides excellent customer service to meet the needs of the insured, agent and all other internal and external customers/business partners. Recognizes when to refer claims to Special Investigations Unit and/or Subrogation Unit. Performs administrative functions such as expense accounts, time off reporting, etc. as required. Performs other duties as assigned. In order to perform the essential functions of this job, acquisition and maintenance of Insurance License(s) may be required to comply with state and Travelers requirements. Generally, license(s) must be obtained within three months of starting the job and obtain ongoing continuing education credits as mandated. Perform other duties as assigned.
High School Diploma or GED required. A minimum of one year previous Property Claim handling or outside claims handling experience required.
Education, Work Experience & Knowledge
Bachelors Degree preferred General knowledge of estimating system Xactimate preferred. Customer Service experience preferred.
Job Specific & Technical Skills & Competencies
Interpersonal and customer service skills - Advanced Organizational and time management skills - Intermediate Ability to work independently - intermediate Judgment, analytical and decision making skills - Intermediate Negotiation skills- Intermediate Written, verbal and interpersonal communication skills including the ability to convey and receive information effectively - Intermediate Investigative skills - Intermediate Ability to analyze and determine coverage - Intermediate Analyze, and evaluate damages - Intermediate Resolve claims within settlement authority - Intermediate
Work Schedules: Weekend work hours - Frequently Holiday work hours (Federal and religious) - Frequently Other: Flexibility and willingness to work extended work day hours with intermittent weekend hours given volume of work with minimal notice given.
Operates standard office equipment - Continuously Sitting (can stand at will) -Continuously Standing - Frequently Use of Keyboards, Sporadic 10-Key - Continuously
Equal Employment Opportunity Statement
Travelers is an equal opportunity employer.
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