Claims Resolution Specialist

Description

Under minimal supervision, investigates, and resolves claims where coverage decisions can be made by phone, computer, other virtual tools or partnership with Field Adjusters and/or Independent Adjusters. Provides policyholders with exceptional customer service.

Responsibilities

• As the claim owner, independently investigates and determines appropriate coverage for Property claims, while providing exceptional customer service throughout the life cycle of the claim.
• Writes appraisals for dwelling repairs of moderate severity and/or complexity based on information collected from customers or contractors. Negotiates and settles claims, including issuing payment to policyholders where possible, in accordance with authority level . May work with Liberty network contractors, field adjusters and/or independent adjusters to estimate and resolve claims while providing exceptional customer service.
• Determines policy coverage, sets reserves, and determines whether claim will be approved or denied, ensure timely transfers when needed, including recommendations for vendors and other digital tools.
• Explains coverage of loss, assists policyholders with itemization of damages, emergency repairs, additional living arrangements, and loss assessments. Resolves most escalations or supplements, referring to manager on complex situations and ensures timely transfers when needed.
• Handles supplements as appropriate. Works with and may coordinate a number of vendor services such as contractors, emergency repair, cleaning services and various replacement services while ensuring the customer is appropriately communicated to.
• Maintains accurate and current claim file documentation throughout the life cycle of claim cases.
• Identifies suspicious losses. Recommends referral to SIU where appropriate and may assist the SIU in their investigation and disposition of the claim. Conducts subrogation type of investigations and refers to Subrogation when appropriate.
• Mentors less experienced team members. Obtains Area Coaching Expert status and actively participates in and/or may lead continuous improvement activities and other special projects and pilots as assigned.

• Demonstrated understanding of contents identification, valuation, and building construction principles with the ability to write structural damage estimates for property losses of moderate complexity
• Knowledge of coverages provided within various homeowner policies
• Ability to provide an exceptional customer service experience
• Effective negotiation skills
• Ability to effectively and independently manage workload while exhibiting good judgment
• Strong written and oral communication skills; interpersonal skills; computer skills with the ability to work with multi-faceted systems; and analytical skills
• The capabilities, skills and knowledge required is normally acquired through bachelor's degree or equivalent experience and at least 1 year of directly related experience
• Ability to obtain proper licensing as required

• California
• Los Angeles Incorporated
• Los Angeles Unincorporated
• Philadelphia
• San Francisco