Claims Analyst II/III (Residential Property)

Job Overview

Harbor Claims Analysts provide direct, prompt, courteous, and professional service to our policyholders, their agents, legal counsel, and/or other third-party representatives in the unfortunate event that the policyholders’ residential property is damaged or lost due to a covered event. The Claims Analysts apply their technical know-how to review, investigate, evaluate, and settle claims in a timely and equitable manner while successfully and responsively handling claims inquiries and/or issues.

Job Responsibilities

• Provides exceptional service to Harbor Claims external and internal customers; utilizes tact, diplomacy, and professional communication skills to positively represent Harbor Claims in telephone and email contacts;
• Responds via telephone and email interactions to a wide range of policyholders’, agents’, and third party representatives’ claims, policy, and other related inquiries and issues;
• Handles FNOL communication and/or communicates with and is highly responsive to customers on assigned pending claims files on an ongoing basis;
• Coordinates with field adjusters and provides professional and responsive assistance and follow-up inquiries on pending claims to independent and/or Harbor Claims field adjusters;
• Investigates claims; analyzes claims information to determine appropriate settlement, as applicable; interviews and records statements of claimants and witnesses to gather pertinent information;
• Communicates with claimants regarding settlement and effectively negotiates, when necessary; settles claim and closes files;
• Maintains exceptionally thorough, accurate claims files in compliance with governmental regulations and Company standards;
• Uses multiple Carrier and Harbor Claims Information Systems/Programs to accurately maintain Claims files and file diaries;
• Reviews assigned files for subrogation potential; identifies potential subrogation opportunities; clearly communicates findings to subrogation specialist and provides follow-up assistance and support, as necessary;
• Contributes as a member of the Harbor Claims Team by providing assistance and support to assigned claims, underwriting, customer support, product, sales, and/or other team members;
• Spearheads, participates in, and/or assists with “special” Company projects, as directed.

Qualifications

• 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.
• Strong skill sets: Ability to effectively read people and situations, active listening, asking productive questions/ability to apply learned Information to related or similar situations, conceptual orientation, diffusing and appropriately managing escalated customer conversations/communications/situations, effective decision-making, effective utilization of advanced investigation techniques, effective utilization of alternative dispute resolution measures, information and financial review and analyses, interpersonal communication, negotiation, organization, problem analyses/solving, productivity, time management / working under tight deadlines /thrive in a fast-paced work environment, verbal communication, written communication.
• Strong knowledge of: 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, standard business software and web-based engine operations (e.g., Microsoft Word, Microsoft Excel, Microsoft Outlook, and Internet Explorer), technical research resources, including but not limited to PLRB ISO and claims search, telephone and email business etiquette rules, Xactimate.
• Licenses, Education And/or Experience: Four or more years of residential property (1st party) experience or equivalent for Claims Analyst II positions; eight or more years of residential property (1st party) experience or equivalent for Claims Analyst III positions; must hold a current 6-20 Claims Adjuster or equivalent (for other applicable states) license, as required by job opening.