Job Description

Job Purpose/Summary
This position involves investigating and resolving first-party personal and commercial property claims. Claim types will range from high-complexity, high-exposure cases to more routine incidents. This is a primarily in-person, regional role requiring on-site visits across the area, with some claims managed virtually depending on exposure level. This position also holds significant influence in technical property claims and plays a vital role in training and developing technical expertise within the team.

Duties & Responsibilities

• Conduct comprehensive investigations, evaluations, and resolutions of personal and commercial property claims, from complex and high-exposure cases to standard claims. This includes handling both field-based and virtual claims, and coordinating with independent adjusters when necessary.
• Assess root causes, subrogation and salvage potential, and identify any suspicious conditions. Facilitate recorded interviews with insured parties and witnesses, and coordinate external expert involvement as needed.
• Interpret policy contracts, applicable forms, and endorsements to determine coverage, handling all claim components, including ALE, business-related losses, scheduled property, and cases with coverage questions.
• Independently conduct inspections, establish scopes, and develop property estimates using estimating guidelines and Xactimate software, including the X1 platform. Capable of estimating both routine and highly complex losses either virtually or on-site.
• Utilize sound judgment to make well-informed, timely decisions and confidently deliver those decisions. Proactively analyze, anticipate, and identify potential issues, taking steps to develop and implement effective solutions.
• Identify and refer suspicious claims to the Special Investigative Unit (SIU) as necessary, and assist with investigations and resolutions. Ensure thorough and accurate documentation to prevent fraudulent claims.
• Maintain accurate, clear, and detailed file notes, reports, and correspondence. Ensure files are well-documented to support decisions and claim settlements, and keep an updated diary of all claims in progress.
• Set and update reserve amounts in alignment with claim exposures, negotiate settlements, and authorize payments within the scope of authority. Navigate complex situations diplomatically, effectively securing agreements while preserving relationships.
• Deliver outstanding customer service throughout the claim process, responding promptly to calls, emails, and written communication, and adhering to Department of Insurance requirements. Collaborate with insured parties, agents, and internal teams to ensure a smooth claim process.
• Coordinate vendor services such as contractors, emergency repairs, and cleaning services. Obtain necessary information from external experts, including architects, engineers, law enforcement, accountants, and more, to accurately assess the extent of losses.
• Build rapport with insured parties and maintain positive relationships with agents, underwriters, contractors, and other industry experts. Manage outsourced vendors such as independent adjusters, consultants, and forensic specialists.
• Consult with legal counsel on complex coverage issues, and may serve as an expert witness or participate in court proceedings as required.
• Support team development through training and mentorship, acting as a subject matter expert both within and outside the department.
• Participate in catastrophe response as needed across the company’s operating areas, with the ability to travel nationally and respond on-site within 48 hours.
• Adhere to all applicable regulations and guidelines, delivering high-quality claim handling that emphasizes accuracy, efficiency, and exceptional service. Engage in ongoing professional development and participate in special projects as assigned.

Qualifications & Skills

Education & Experience

• Bachelor’s Degree or equivalent combination of education and experience.
• 5+ years in commercial claims handling, with at least two years in a supervisory role.

Skills & Abilities

• Extensive knowledge of personal and commercial property claim management across multiple jurisdictions, including familiarity with insurance laws, policies, and building/construction practices, combined with strong customer service orientation.
• Exceptional communication skills, with the ability to build relationships, lead discussions, and convey technical information to a general audience.
• Strong organizational and time-management abilities suited to a fast-paced, dynamic environment. Capable of prioritizing tasks, managing projects, and adapting to changing conditions.
• Strategic thinker with solid analytical and problem-solving skills, able to manage ambiguity and make effective decisions.
• Promotes teamwork and collaboration, fostering open communication.

Physical Demands & Work Environment

• Capable of desk-based computer work for extended periods and handling physical tasks as needed, including lifting up to 45 pounds. Must be able to operate in challenging weather conditions on client sites.
• Must be willing to drive for extended periods, ascend and descend structures, travel by flight or car, and stay overnight at remote locations as necessary.

Licensing & Certifications

• State-specific licensing may be required.
• Professional certifications such as CPCU, AIC, or SCLA are preferred.
• A valid driver’s license and an insurable driving record are preferred and may be required.

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