Claims Resolution Representative, Total Loss
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Under moderate supervision, manages, investigates and resolves vehicle damage claims. Handles cases which require special knowledge (such as Total Loss, Total Loss fatalities) at every severity level with a focus on moderate complexity Total Loss claims. Provides quality customer service to meet the needs of the insured, claimant, all internal and external customers.
- Manages, handles and resolves moderate complexity Total Loss claims. Evaluates liability, coverage and settles claims within prescribed procedures and authority.
- Communicates with policyholders, witnesses, and claimants in order to gather information regarding claims and refers tasks to auxiliary resources as necessary.
- Responds to various written and telephone inquiries including status reports.
- May ensure adequacy of reserves, confirm or deny coverage and liability and advises policyholders and claimants as to proper course of action.
- Uses internet resources and Liberty Mutual contracted vendors for pricing and/or validation of inventoried items.
- Negotiates settlements within prescribed authority and explains denials to policyholders and claimants.
- Makes effective use of loss management techniques.
- Negotiates settlements with claimants, attorneys.
- Arranges for expert inspections involving third party or potential fraud actions as needed.
- Updates files and provides comprehensive reports as required.
- Identifies and recommends referral of potentially fraudulent claims to the SIU.
- Must be able to work in a fast paced, team-oriented environment.
- Must be skilled at recognizing questionable coverage/contract situations which necessitate supervisory involvement and able to demonstrate a thorough understanding and use of basic policy/contract coverages.
- Ability to handle multiple claims work systems, total losses required.
- High School Diploma or equivalent training plus at least 1 year of directly related claims experience required.
- Strong working knowledge of the various operations with the Claims Department.
- Knowledge of legal liability, general insurance policy coverage and State Tort Law.
- Licensing as required.