Tasks are varied and mostly non-routine, relating to insurance programs that are filed with the Department of Insurance. Candidate must have the ability to perform all tasks listed for Claims Adjuster III plus:

• First point of contact for calls escalated from front line Customer Service Representatives.
• Enters complaints into Complaint Management Tool (CMA).
• Assists in coaching new hires as well as periodic refreshers for department.
• Participates in client meetings as well as audit reviews as needed.
• Helps to establish processes and procedures and creates Standard Operating Procedure (SOP) document.
• Assignment and monitoring of daily work assignments for the team.
• Performs Supervisory functions in the absence of management.
• May support other departmental areas based on business need.
• Completes special projects as assigned by management.
• Generally supports multiple product lines.
• Orient, train, assign and check the work of lower level employees.

• High School Diploma or GED equivalent
• Adjusters License
• Knowledgeable in all the duties of the Adjuster III position, or similar positions.

- Knowledge of telephone and email etiquette. - Strategic-relationship/partnership-building skills -- listen attentively, solve problems creatively, and use tact and diplomacy to find common ground and drive positive outcomes. - Applies expert problem-solving skills to the most complex of issues - Applies sophisticated negotiating techniques to handle/de-escalate phone calls. - Ability to work with multiple personality types; to gather data and facts; to keep accurate records; and to communicate effectively, both orally and in writing. - Provide effective and proactive solutions on behalf of customers when applicable selecting from a variety of established procedures to accomplish assigned tasks. - Success requires an intimate knowledge of the products and the ability explain the benefits in detail - Relies on experience and judgement to plan and accomplish assigned tasks and goals. - Experience using Microsoft Office including Word, Outlook, Excel and internal internet-based processing system. - Ability to work independently, demonstrating high level of personal effectiveness. - Able to effectively assess and diffuse difficult situations. - Flexibility in work schedule needed due to varied needs of our business. - Bi-lingual preferred Environment/Physical Demands: Work is performed in an office environment and in close proximity to other workers. Candidate will be expected to perform in business office environment. Physical demands are light and consist of sitting, standing, and walking. Candidate must be able to lift up to 25 pounds, manipulate standard office equipment, and perform repetitive finger, hand and arm movements. They must be able to see and hear in the normal range, with or without correction, and communicate verbally and in written form with great facility and must be able to be understood. Incumbent must have the stamina to work long hours and must be willing to work an irregular schedule, which may include weekends or evenings.