Experienced Outside Claim Representative (SF Bay Area)

Compensation Overview

The annual base salary range provided for this position is a nationwide market range and represents a broad range of salaries for this role across the country. The actual salary for this position will be determined by a number of factors, including the scope, complexity and location of the role; the skills, education, training, credentials and experience of the candidate; and other conditions of employment. As part of our comprehensive compensation and benefits program, employees are also eligible for performance-based cash incentive awards.

Salary Range

What Will You Do?

• Handles 1st party property claims of moderate severity and complexity as assigned.
• Completes field inspection of losses including accurate scope of damages, photographs, written estimates and/or computer assisted estimates.
• Broad scale use of innovative technologies.
• Investigates and evaluates all relevant facts to determine coverage, damages and liability of first-party property damage claims (including but not limited to analyzing leases, contracts, by-laws and other relevant documents which may have an impact), damages, business interruption calculations and liability of first-party property claims under a variety of policies. Secures recorded or written statements as appropriate.
• Establishes timely and accurate claim and expense reserves.
• Determines appropriate settlement amount based on independent judgment, computer assisted building and/or contents estimate, estimation of actual cash value and replacement value, contractor estimate validation, appraisals, application of applicable limits and deductibles and work product of Independent Adjusters.
• Negotiates with multiple constituents, i.e.; contractors or insured’s representatives and conveys claim settlements within authority limits.
• Writes denial letters, Reservation of Rights and other complex correspondence.
• Properly assesses extent of damages and manages damages through proper usage of cost evaluation tools.
• Meets all quality standards and expectations in accordance with the Knowledge Guides.
• Maintains diary system, capturing all required data and documents claim file activities in accordance with established procedures.
• Manages file inventory to ensure timely resolution of cases.
• Handles files in compliance with state regulations, where applicable.
• Provides excellent customer service to meet the needs of the insured, agent and all other internal and external customers/business partners.
• Recognizes when to refer claims to Travelers Special Investigations Unit and/or Subrogation Unit.
• Identifies and refers claims with Major Case Unit exposure to the manager.
• Performs administrative functions such as expense accounts, time off reporting, etc. as required.
• Provides multi-line assistance in response to workforce management needs; including but not limited to claim handling for Auto, Workers Compensation, General Liability and other areas of the business as needed.
• May provides mentoring and coaching to less experienced claim professionals.
• May attend depositions, mediations, arbitrations, pre-trials, trials and all other legal proceedings, as needed.
• CAT Duty ~ This position will require participation in our Catastrophe Response Program, which could include deployment away for a minimum of 16 days (includes 2 travel days) to assist our customers in other states.
• Must secure and maintain company credit card required.
• In order to perform the essential functions of this job, acquisition and maintenance of Insurance License(s) may be required to comply with state and Travelers requirements. Generally, license(s) must be obtained within three months of starting the job and obtain ongoing continuing education credits as mandated.
• On a rotational basis, engage in resolution desk technical work and resolution desk follow up call work.
• This position requires the individual to access and inspect all areas of a dwelling or structure, which is physically demanding requiring the ability to carry, set up and climb a ladder weighing approximately 38 to 49 pounds, walk on roofs, and enter tight spaces (such as attic staircases and entries, crawl spaces, etc.). While specific territory or day-to-day responsibilities may not require an individual to climb a ladder, the incumbent must be capable of safely climbing a ladder when deploying to a catastrophe which is a requirement of the position.
• Perform other duties as assigned.

What Will Our Ideal Candidate Have?

• Bachelors Degree preferred.
• General knowledge of estimating system Xactimate preferred.
• Customer Service experience - preferred
• Interpersonal and customer service skills – Advanced
• Organizational and time management skills- Advanced
• Ability to work independently – Intermediate
• Judgment, analytical and decision making skills - Intermediate
• Negotiation skills – Intermediate
• Written, verbal and interpersonal communication skills including the ability to convey and receive information effectively –Intermediate
• Investigative skills – Intermediate
• Ability to analyze and determine coverage – Intermediate
• Analyze, and evaluate damages –Intermediate
• Resolve claims within settlement authority – Intermediate
• Valid passport preferred.

What is a Must Have?

• High School Diploma or GED required.
• A minimum of one year previous outside property claim handling experience or successful completion of Travelers Outside Claim Representative training program required.
• Valid driver's license required.