Claims Analyst

About the Role

HomeServe USA, a Brookfield Infrastructure Group portfolio company, is a Great Place to Work certified for the last ten years. We serve nearly 5 million customers by providing emergency home repair solutions for issues like A/C, plumbing, and electrical systems. With over 1,300 municipal and utility partners, we offer affordable home repair plans. Our team of more than 1,500 employees works in a rewarding, inclusive, and challenging environment.

The Contractor Operations Claims Analyst will focus on data analysis, reporting, and auditing to ensure internal operations teams and third-party contractors adhere to policy terms, processes, and pre-negotiated rate schedules. This role aims to improve financial underwriting performance, operational efficiencies, and customer experience by identifying trends and opportunities through claims data.

Responsibilities

• Utilize claims data to identify unfavorable trends or opportunities in claims performance and determine where additional analysis is necessary.
• Conduct audits based on findings to analyze trends impacting business claims performance, including identifying contractors or internal team members not adhering to rate schedules, processes, or policy terms.
• Accurately identify, document, and share findings and opportunities for improvement, creating action plans for business process changes and assisting in their implementation.
• Develop a clear framework for tracking and monitoring business process changes and continually assess their impact on claims performance.
• Communicate insightful summaries and recommended actions to key business stakeholders tailored to departmental needs.
• Complete various audits monthly, quarterly, or annually within Contractor Management to remain SOX compliant.
• Stay current on operational processes, contractor rate schedules, repair methods, and policy terms and conditions.
• Build and maintain excellent relationships with key stakeholders, including Regional Operations Managers, Cost Authorization, Contractor Administration, Repair Management, and Finance.
• Meet KPI targets established by the company.
• Perform other duties as assigned.

Essential Functions

• Completing contractor or claims audits to provide actionable feedback to the business and ensure performance & quality goals are met or exceeded (50% of time).
• Generating monthly, weekly, and daily reports to support contractor management in meeting or exceeding department goals (40% of time).
• Reviewing fraud reporting to identify potentially fraudulent customers or contractors for investigation (10% of time).

Requirements

• Bachelor's degree in business, finance, or related field.
• At least 2 years of experience in data analysis, reporting, auditing, or related field, with a good working knowledge of Contractor Operations processes.
• Advanced knowledge of Microsoft Excel and proficiency in other Microsoft applications (Word/PowerPoint).
• Experience with field service management applications such as ServiceBench, Service Titan, or Dispatch Technologies preferred.
• Strong analytical mind, critical thinking, and logical reasoning with the ability to make solution-oriented decisions.
• Excellent and accurate data entry skills with strong attention to detail.
• Self-driven with exceptional organizational, time management, and independent problem-solving skills.
• Comfortable working autonomously while meeting or exceeding personal and departmental goals.
• Strong time management and ability to shift priorities based on business needs.
• Adept at managing multiple priorities and tasks in a fast-paced environment.
• Excellent written and verbal communication skills.
• Broad knowledge of home repair methods including plumbing, HVAC, and electrical.

Benefits

• Competitive compensation.
• Career development and advancement opportunities.
• Casual attire throughout the week.
• Friendly, open, and team-oriented work atmosphere.
• Excellent benefits including generous medical, vision, dental, and life & disability insurance.
• 401(k) plan with a company match.
• Eligibility to enroll in up to two HomeServe coverage plans paid for by the company.

Physical Requirements

The physical demands described are those necessary to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

• Regularly required to listen, talk, and hear.
• Frequently required to use hands or fingers, handle or feel objects, tools, or controls (e.g., working on a computer or talking on the telephone).
• Occasionally required to stand, walk, sit, and reach with hands and arms.
• Must occasionally lift and/or move up to 15 pounds.
• Specific vision abilities required include close vision, distance vision, and the ability to adjust focus.
• Noise level in the work environment is usually moderate to low.