Primary Job Duties & Responsibilities
Delivers consistent service quality throughout the claim life cycle, including but not limited to prompt contact, explaining the process, setting expectations, on-going effective communication, and follow-through and meeting commitments to achieve optimal outcome on every file. Effectively manages work assignments and promptly travel to location of vehicle / equipment.
Arranges to view vehicle / equipment if not readily accessible. Scopes claims utilizing technical expertise and information gathered to accurately determine physical claim value of claims using company recognized resources, estimating and evaluation software. Establishes the physical damage claim value of assigned losses.
Prepares and documents accurate vehicle / equipment damage appraisals, Actual Cash and Replacement values according to applicable regulatory and corporate guidelines. Partners with the assigned Claim Professional throughout the life of the claim. Partners from initial investigation through final recovery to ensure appropriate claim resolution and pursuit of alternative recovery sources (e.g.
Subrogation, SIU, etc.). Negotiates the claim with the customer and/or repair facilities leveraging appropriate resources and achieve agreement on value including required payments. For applicable Total Loss claims, determines settlement amounts, including applicable coverages and deductibles. Negotiates and conveys claim settlements within authority and initiate payment to the customer, including total loss, rental reimbursement, etc.
Partners with the Auto Claim Professional throughout the life of the claim. Partners from initial investigation through final recovery to ensure appropriate claim resolution and pursuit of alternative recovery sources (e.g.
Subrogation, SIU, etc.). Provides all lines of business and departments, i.e. property, Boat and Yacht, Inland Marine, Public Sector, etc. with inspection assistance as needed, including Catastrophe response.
Effectively manages work assignments and tracks savings and referrals. For claim types that meet the specific criteria as defined by Auto Product guidelines for complete claim handling ( i.e. first notice of loss through the resolution/settlement and payment process) the following duties are concurrent with those listed above: Reviews and analyzes coverage and apply policy conditions, provisions, exclusions, and endorsements pertinent to a variety of 1st party auto damage claims.
Conducts damage management including properly managing the repair process. Establishes timely and maintains appropriate claim and expense reserves. Develops, documents and continually updates a plan of action, including maintaining an effective diary to manage file inventory and bring the claim to resolution in a timely manner.
Communicates claim damage assessment following negotiation of value with repair facilities. Obtains authorization to initiate payment to the customer/repair facility. 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. Perform other duties as assigned.
Job Specific & Technical Skills & Competencies
Strong technical background including extensive knowledge of auto repair and repair techniques, including thorough understanding of auto terminology and vehicle construction. Thorough knowledge of claims appraisal systems and overall claim operations.
Demonstrated ownership attitude and customer centric response to all assigned tasks. Commitment to continuous education, i.e. I-CAR, ASE.
Ability to promptly travel, with little or no advance notice, demonstrating effective planning, expense and cost control skills. Competency Levels: Analytical Thinking
Basic Judgment/Decision Making
Intermediate Insurance Contract Knowledge
Basic Principles of Investigation
Basic Value Determination
Intermediate Settlement Techniques
Intermediate Auto Technical
This position is responsible for inspecting, estimating, evaluating, and negotiating 1st and 3rd party auto physical damage claims, including both personal and business insurance claims. The claim types will be basic to moderate physical damage coverages as it relates to damage assessment.
Also has responsibility for complete claim handling (i.e. first notice of loss through resolution /settlement and payment process) on claims that meet specific criteria as defined by Auto Product guidelines. This position will serve as a technical resource for inside auto claim staff and will provide advice and direction to claim professionals on claim physical damages to achieve optimal outcomes. This job does not manage others This job works under Moderate Supervision:
Incumbent performs standard and routine assignments independently to conclusion; unusual problems which may require exceptions to procedures or processes are referred to the supervisor. As part of the hiring process, this position requires the completion of an online pre-employment assessment. Further information regarding the assessment including an accommodation process, if needed, will be provided at such time as your candidacy is deemed appropriate for further consideration.
Education, Work Experience & Knowledge
2-Year College Degree, Bachelors Level Degree or Technical School preferred. 2 years auto appraisal experience preferred 1 year prior experience with insurance carrier preferred.
Operates standard office equipment (Continuously) Sitting (Can stand at will) (Occasionally) Standing (Frequently) Climbing unprotected heights (ladder, rooftop, stairs, loading dock (Occasionally) Use of Keyboards, Sporadic 10-Key (Frequently) Working in a confined or restricted area (Frequently) Driving (Continuously) Lifting items up to (enter weight) (36-50 lbs) (Occasionally)
High School Degree or GED with a minimum of one year auto appraisal experience required. Valid Driver's License
The Travelers Companies