Claims Analyst II/III (Residential Property)

About the Role

Harbor Claims Analysts provide direct, prompt, courteous, and professional service to our policyholders, their agents, legal counsel, and/or other third-party representatives when residential property is damaged or lost due to a covered event. Claims Analysts apply technical expertise to review, investigate, evaluate, and settle claims in a timely and equitable manner while handling inquiries and issues from policyholders, agents, claimants, internal customers, carrier representatives, and others within Company guidelines, service standards, and regulatory requirements.

Responsibilities

• Provide exceptional service to Harbor Claims external and internal customers, using tact, diplomacy, and professional communication skills in telephone and email interactions.
• Respond to a wide range of policyholders’, agents’, and third-party representatives’ claims, policy, and related inquiries per Company claims guidelines, quality and time standards, and governmental regulations.
• Handle First Notice of Loss (FNOL) communication and maintain ongoing responsiveness to customers on assigned pending claims files.
• Coordinate with field adjusters, providing professional assistance and follow-up on pending claims to ensure prompt and appropriate actions, including thorough review of field reports.
• Develop and maintain effective working partnerships with independent and Company field adjusters.
• Request, obtain, review, and evaluate outside experts’ opinions (e.g., engineers, contractors, attorneys) to gain technical insight for prompt and fair claims resolutions.
• Investigate claims within designated authority levels and time frames, analyze claims information, and determine appropriate settlements.
• Interview and record statements of claimants and witnesses to gather pertinent information; negotiate settlements when necessary and close files.
• Issue accurate loss and adjusting payments per Company, Carrier, and regulatory standards.
• Maintain thorough, accurate claims files in compliance with governmental regulations and Company standards using multiple information systems.
• Review assigned files for subrogation potential, identify opportunities, and communicate findings to subrogation specialists.
• Provide assistance and support to claims, underwriting, customer support, product, sales, and other team members as needed.
• Research policy, coverage, and eligibility provisions and provide results to internal and external contacts.
• Depending on level, spearhead, participate in, or assist with special Company projects as directed.

Requirements

Qualities

• Accountability
• Quality-Oriented
• Detail-Oriented
• Self-Starter
• Team Player
• Multi-Tasker
• Adaptability
• Flexibility
• Integrity
• Strong Work Ethic
• Positive “Can Do” Attitude
• Collaborator
• Financially-Oriented
• Service-Oriented
• Coachable
• Dependable

Skills

• Ability to effectively read people and situations
• Active listening and asking productive questions
• Conceptual orientation and applying learned information to related situations
• Diffusing and managing escalated customer conversations
• Effective decision-making
• Advanced investigation techniques
• Alternative dispute resolution measures
• Information and financial review and analysis
• Interpersonal communication
• Negotiation
• Organization and problem analysis/solving
• Productivity and time management under tight deadlines
• Verbal and written communication

Knowledge

• Thorough understanding of personal lines products, including residential homeowners and personal umbrella products
• Understanding of property-related (1st party) principles, practices, processes, and terminology
• Business writing, grammar, and punctuation rules
• Desktop computer operations and standard business software (e.g., Microsoft Word, Excel, Outlook)
• Web-based engine operations (e.g., Internet Explorer)
• Technical research resources (e.g., PLRB, ISO, claims search)
• Telephone and email business etiquette
• Xactimate

Qualifications

For internal candidates applying to a Claims Analyst II position:

• Four or more years of residential property (1st party) experience or equivalent.
• Current 6-20 Claims Adjuster or equivalent license, as required by job opening.

For internal candidates applying to a Claims Analyst III position:

• Eight or more years of residential property (1st party) experience or equivalent.
• Current 6-20 Claims Adjuster or equivalent license, as required by job opening.