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Commercial F/R Claim Desk Adjuster Job (Phoenix, AZ, US)

Job Title: Commercial F/R Claim Desk Adjuster
Job ID: 06004
Division: Claims Operations
Work Location(s): United States-Arizona-Phoenix

Full/Part Time: Full-Time

Position Information:

-This is a multi-line position with focus on business auto policy claims, but not limited to those claims.

-Depending on qualifications, the selected candidate(s) may be considered for higher level position.

-There are 8 positions available.

Position Objective
The CF/R Claim Desk Adjuster position supports the Claim Division goal of ensuring customer service industry leadership and partners with agency to deliver seamless claim service. An adjuster, who can work on straight forward to moderately complex CF/R desk claims that primarily do not require on-site inspection. Performs with a high degree of competency and continues to develop a mastery of skills and insurance knowledge required of an experienced Commercial Farm/Ranch claim adjuster. Facilitates continuous development of people, processes and culture to ensure customer service industry leadership.

Primary Accountabilities

- Investigation (20%)
- Investigates cause and origin of claims by contacting the appropriate parties including insureds, claimants, agents, attorneys, contractors, other adjusters, public personnel, etc. Checks for prior claims and recognizes environmental exposures.
- Identifies complex issues and seeks assistance as needed from management.
- Recognizes pertinent issues and formats questions to obtain recorded or written statements to properly resolve the assigned claims. Handles claims on a good faith basis.
- Recognizes when to secure public documents to complete a claim file investigation. Secures, preserves and maintains evidence in a legal manner.
- Recognizes and investigates losses involving subrogation and salvage potential direction. Uses knowledge of third party and tort liability.
- Identifies fraud files and seeks assistance as needed.

- Estimating Loss & Damages (20%)
- Conducts research via phone or internet for geographic area where loss occurred to determine replacement costs for both structure and contents. Expands regional knowledge of resources and develops relationships with local vendors.
- Prepares accurate estimates by utilizing electronic estimating tools and systems, replacement research results and contractor data to establish fair and competitive pricing within Fair Claims Acts.
- Determines when to repair or replace structural and personal property loss items dependent on careful review of factors involved.
- Sets reserves and recommends settlement values when loss exceeds authority.
- Completes factual reports in a timely manner with company corporate standards and state regulations.
- Maintains and controls additional living expense exposure.

- File Management (15%)
- Actively manages individual claim inventory and works toward meeting cycle-time goals for closing files. Claim inventory will focus on straight forward to moderately complex claims within that can be primarily handled without on-site inspection and face-to-face customer interaction.
- Utilizes the electronic integrated claim system to complete and document actions throughout the life of the file.
- Conducts initial review of claims received to identify prior actions taken (e.g. services provided by the Customer Care Center and appointments scheduled) and determine next steps.
- Contributes to the team environment by assisting with claims from other adjusters` inventories in the adjustors` absence. Responds to customer inquiries, makes appropriate decisions and closes file as needed.
- Assists with claims from field adjusters by researching content items or additional living expenses or additional living expenses.
- Makes independent decisions and self-supervises some files but recognizes when assistance is needed.

- Negotiation, Settlement (15%)
- Handles claim negotiations by settling within authority and providing the best customer experience in the industry.
- Provides a clear explanation of the estimate to the customer, answers all questions and processes the claim payment.
- Recognizes the need for and obtains non-waiver as needed. Recognizes the need for and sends Reservation of Rights letters.
- Recognizes, controls and resolves disputes with tact and diplomacy. Notifies or directly involves the agent in the dispute resolution. Utilizes arbitration, appraisal and alternate dispute resolution as needed. Recognizes when assistance is needed and obtains it.

- Policy Determination & Analysis (10%)
- Interprets and determines state-specific differences in policies and contract coverages and applies to all parties for assigned losses. Interprets claim history coverages. Selects proper loss codes based on policy type.
- Identifies state-specific legislation and legal precedent based on prior legal cases for assigned geographical area. Seeks assistance as needed.
- Utilizes company Claim Bulletins, manuals and best practices. Demonstrates knowledge of underwriting guidelines, inspects risks and makes recommendations to the Underwriting Department as needed.
- Applies decision making process to available data to determine extent of coverage or non-coverage and communicates results to appropriate parties. Seeks input from senior adjustors and manager as needed.

- Additional Assignments (10%)
- Assists with training for Claims personnel, agents and others as required.
- Participates in claim committee meetings and claim-related projects as needed.
- Performs disaster claim duty as necessary.

- Agency Relationship (10%)
- Establishes rapport with agents and builds on-going relationships by including agents in the claim handling process as appropriate
- Partners with agency to provide seamless customer service. Jointly identifies opportunities for process improvements and establishes and implements action plans to address them.
- Facilitates communication between customers, agents, vendors, third party administrators and other employees. Proactively provides agents with important claim related information; provides all parties with claim process and status as appropriate; answers questions or redirects to other areas
- Explains and discusses any circumstances that may affect customer service with agency, vendors, third part administrators or other claim personnel. Includes agents in problem resolution as appropriate.
- Provides agents with claim handling information via phone conversations, office visits or presentations at district meetings.

Job Competencies
- Achieve Results
- Be Accountable
- Maximize Customer Experience
- Conflict Resolution
- Information Gathering
- Negotiation
- Planning & Organizing
- Technical Expertise

Specialized Knowledge and Skills Requirements
- Demonstrated experience handling claims.
- Solid knowledge and understanding of policies and endorsements related to Commercial Farm/Ranch coverages.

Travel Requirements
- Must be willing to travel for Catastrophe duty if necessary.
- This position requires travel up to 10% of the time.

Company Information:

-Offer to selected candidate(s) will be made contingent on results of background checks.

-A career move may mean a physical move for you. If you are selected for an interview, information will be provided on the level of relocation assistance available during the interview.

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Please review the job requirements.

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