Claims Advocate, Personal Lines

Job Summary And Purpose

The Claims Advocate is responsible for carrier/client collaboration and advocacy of personal lines claims, determining plans of action and/or claims management expectations. They work directly with multiple insurance company representatives and clients to manage claims cost on all lines of personal lines coverages. Additionally, this individual also may have account management responsibilities for a small book of business. A strong work ethic, ability to take on multiple responsibilities, and knowledge of agency procedures and standards are a must! This role directly impacts the revenue, service and customer experience goals of the organization.

Essential Duties

Claims Management – Facilitates claims process for Insureds

• Act as a resource/point of contact for complex claims issued for Insured
• Oversee handling of claims and pursue timely closure of all claims
• Participate in claims strategies development within the Personal Lines team
• Develop positive relationships with carrier claims managers/adjusters, clients and carriers
• Analyze claims status, prepare and/or present reports to Personal Lines Manger as requested
• Document claims activity on EPIC
  
  

Advisor/Department Support – Provide technical support to Personal Lines Manager; specifically, in analyzing client needs, coverage forms and quotations.

• Processing applications for, changes to, reinstatement of, and cancellation of insurance policies
• Compiling data on lapsed insurance policies to determine automatic reinstatement according to company policies, as well as analyzing retention strategies
• Support Advisors: review Client’s renewals, quote/issue/provide competitive options for Clients while still maintaining adequate coverages.
  
  

Customer Needs Analysis – Anticipate and determine the specific, unique needs of each Insured and work to solve those problems.

• Assist in the customization of insurance programs to suit individual customers, often covering variety of risks.
• Process additional lines of coverage for accounts, when necessary, to increase retention and cover all clients’ personal risks appropriately.
  
  

Account Management – Builds relationship with Insured and determine effective ways to service their account

• Act as liaison between client and insurance companies in order to independently resolve service problems.
• Correspond with insured to obtain information or inform them of account status or changes.
• Responds to client’s needs in a timely, professional, helpful and courteous manner, regardless of client attitude.
• Strives to meet service standards in all circumstances.
• Follows up with clients to ensure that their needs have been met.
• Looks for ways to add value beyond clients’ immediate requests.
  
  

Customer Service and Support – Assistance and support of the ongoing needs and issues of each Client.

• Confer with clients to obtain and provide information when claims are made on a policy.
• Change policy records to conform to insured party's specifications.
• Monitor insurance claims to ensure they are settled equitably for the both the client and the insurer.
• Compile data on insurance policy changes.
• Develop, facilitate and present effective claims management training and resources to educate our clients.
  
  

Insurance Industry Knowledge – Demonstrates solid knowledge and ability, including competitive and customer trends, to strategically direct Clients and solve situations.

• Proficient in Personal insurance marketplace (Property, Liability, Auto, etc.); carriers, underwriting requirements and the coverages they offer
• Keep informed of all new developments in the claims’ arena through carrier meetings
• Continually develops industry knowledge by attending trade shows, seminars, conferences, etc.
• Identifies current industry trends.
  
  

Additional Duties

• Attend meetings, seminars and programs to learn about new products and services, learn new skills and receive technical assistance in developing new customers.
• Perform other duties as assigned.
  
  

EDUCATION, CERTIFICATES, LICENSES, REGISTRATIONS And/or EXPERIENCE

• Prefer bachelor’s degree, or an associate’s degree or equivalent, from two-year college or technical school
• High school diploma or equivalent is required
• Prefer a minimum of two years related industry experience and/or training
• Maintain a current Indiana Property & Casualty insurance license
  
  

Skills

• Good understanding of all lines of personal insurance coverage
• Understanding of contracts, carrier products, coverage forms, and underwriting guidelines
• Ability to read, analyze, and interpret industry policies and contract documents
• Experience providing outstanding customer service by showcasing expertise, fostering trust and growing customer satisfaction
• Mathematical aptitude and attention to detail required.
• Proficient in Microsoft Office suite of products and Adobe Acrobat
• Strong computer multitasking skills
• Ability to write and prepare proposals for presentation and review
• Ability to effectively present information to insureds and carriers
• Ability to think independently and critically
• Ability to define problems, collect data, establish facts, and draw valid conclusions
• Ability to handle complex accounts
• Excellent oral and written communication skills
• Ability to perform duties in a high-pressured, fast-paced, high-volume environment
• High degree of organizational skills to prioritize workloads to meet time sensitive deadlines
• Initiative and attention to detail
• Ability to prioritize and remain flexible
• Professional telephone skills and etiquette
• Self-motivated and able to work both independently with limited supervision and within a team
  
  

Starting Compensation

Differs with experience.

The above statements are intended to be a representative summary of the responsibilities performed by incumbents of this job. The incumbent’s may be requested to perform job-related tasks other than those stated in this description.