About this role
Customer Service Specialist I, II or Sr
Job Summary/Purpose Investigates, evaluates and resolves Liability claims in assigned geographical jurisdictions, while interacting daily with internal and external stakeholders in order to thoroughly and fairly resolve claims.
Job Duties/Responsibilities
- Handles claims in assigned territories from start to finish, including thorough liability investigations and resolutions based on sound claims adjusting best practices and company guidelines.
- Oversees the activities of contracted vendors when utilized.
- Interacts with field employees and customer service functions, answering questions, explaining liability and other technical issues, while informing Claims hierarchy of all claim-related circumstances (i.e.: customer complaints, regulatory/executive complaints, etc.) requiring Management intervention/response.
- Ensures completion of thorough internal claim-status communications to management/leadership and other departments as appropriate.
- Ensure thorough claim-status communications when appropriate to Legal, Risk Management, excess insurance broker/carriers, etc., including timely issuance of reports when appropriate.
- Follows protocols in establishing reserves/receivables and securing settlement authority per guidelines.
- Ensures all claims are properly documented and assertively handled.
- Ensure all claims are properly reserved for anticipated liabilities or recoveries, reviewing reserve adequacy at least once per month, and properly requesting authority to adjust large reserves.
- Ensures that all claims are properly coded in the claims database with respect to workgroup, cause of incident, charging of payments/recoveries, etc.
- Ensure thorough running notes and formal reporting is maintained in all claim files per requirements.
- Identifies opportunities for process improvements and spend/cost reductions, often participating on related teams.
- Participates in Safety training/reporting programs, storm response teams and in acts of volunteerism.
Minimum Requirements Minimum education required of the position Bachelor's degree, generally in Liberal Arts, Business, Insurance or Health Administration. Master’s degree a plus. Minimum experience required of the position Customer Service Spec I: 3-5 years of liability claims adjusting experience with property & casualty insurer, third-party administrator or self-insured employer group. Customer Service Spec II: 5+ years of liability claims adjusting experience with property & casualty insurer, third-party administrator or self-insured employer group. Customer Service Spec Sr: 10+ years of liability and/or subrogation claims adjusting experience with property & casualty insurer, third-party administrator or self-insured employer group. Minimum knowledge, skills and abilities required of the position Commitment to Safety. Ability to explain the