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 job is responsible for providing front line customer service and administrative assistance to both internal and external customers. This position works closely with the on-site Travelers appraisers, claim department and repair shop partners and has additional responsibility for complete claim handling for claims that meet specific criteria as defined by Auto Product guidelines. This job does not lead 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
Act as the first line of customer support via face-to-face or telephone contact with the customer, outlining the claim and repair processes, providing ongoing status reports, and coordinating, the rental process for both the customer and local vendor. Maintain a schedule of new appraisal requests, vehicle repairs, assignments and cancellations. Track and document vehicle status throughout the repair process using the Concierge dashboard portion of the claim platform to collect, input, review and update critical claim information supporting claim resolution in a timely manner. Monitor claims for indicators of fraud, subrogation potential, and salvage opportunities and refer to appropriate expert as necessary. Administer claim payments, including supplemental damage amounts, ensuring check processing accuracy. Collaborate with claim handler as necessary. For claim types meeting specific criteria for complete claim handling ( i.e. first notice of loss through the resolution/settlement and payment process), review and analyze coverage and apply policy conditions, provisions, exclusions, and endorsements pertinent to a variety of 1st party auto damage claims. Recognize and apply appropriate jurisdictional issues that impact the claim (e.g., negligence laws, financial responsibility/limits, immunity, etc.). Initiate timely payment to the customer/repair facilities and maintain appropriate claim and expense reserves. Continuously promote the ConciergeCLAIM program which may include local agency visits, office presentations and continuous contact with local staff appraisers. As necessary, back-up other Concierge Claim Specialists and assist during catastrophic claim events. Additional operational/administrative responsibilities may include mail management, photocopying, scanning necessary documents and ordering supplies and/or equipment. 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. Other duties as assigned.
High School Diploma or GED with one year of work or customer service related experience OR Bachelor's Degree required.
Education, Work Experience & Knowledge
College degree preferred and/or equivalent work experience. Claim handling or customer service experience a plus, but not required. Prior experience in appraisal or collision repair shops a plus. Bilingual candidates are encouraged to apply.
Job Specific & Technical Skills & Competencies
Strong verbal and written communication skills required to manage customer service requests, provide information to Claim professionals and to respond to oral and written requests for instructions. Ability to work independently or function as a team member with increasingly limited supervision. Excellent telephone, customer service and communication skills. Basic common courtesy in dealing with the public/customers. Basic understanding of arithmetic and able to work with simple formulas and equations. Strong time management skills and ability to prioritize daily assignments and handle multiple tasks simultaneously to meet deadlines. Strong attention to detail is a must. Basic knowledge of Microsoft Office (Excel, Word and PowerPoint). Comfortable with learning and applying newer and emerging technology and tools. Highly accurate and efficient at data entry. Other: Competency Levels: Analytical Thinking: Basic. Judgment/Decision Making: Basic. Communication: Basic. Negotiation: Basic. Insurance Contract Knowledge: Basic. Principles of Investigation: Basic. Value Determination: Basic. Settlement Techniques: Basic.
Requires weekend work hours (as needed). Other (Ability to work in a position where frequent exposure to noise, dirt or odors; or where work may be performed in a confined or restricted area.)
Operates standard office equipment. Requires extended periods of computer use. Requires extended periods of sitting.
Equal Employment Opportunity Statement
Travelers is an equal opportunity employer.
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