Field Investigator, SIU

About the role

Bring your investigative expertise into a highly independent, field-based role that directly supports claims professionals in evaluating losses presented under Personal and Commercial policies. As a Field Investigator, you will manage assigned investigative tasks across Casualty, Physical Damage, No-Fault, Commercial/CCU, and Property claims. Assignments may also include Medical Provider, Underwriting, and Agency investigations, along with other investigative needs as they arise. You will build productive working relationships with federal, state, and local law enforcement and participate in fraud-fighting organizations to strengthen industry knowledge and cooperation. This role requires frequent, timely, and professional in-person contact with customers and the public, may involve training other claims personnel, and may require work outside your assigned territory or regularly scheduled hours based on business needs and assigned tasks.

Responsibilities

• Deliver an exceptional customer experience.
• Understand and comply with all Customer Service Standards, promptly recognize and meet mandated deadlines, and make contact within 24 hours on new assignments.
• Keep internal claims personnel informed of any delays in completing assigned tasks.
• Practice empathy and professionalism in every customer interaction, recognize individual circumstances, and respond promptly to customer needs.
• Conduct thorough, timely investigations of losses and report findings in accordance with company guidelines.
• Make in-person contact with insureds, passengers, adverse parties, and witnesses whenever possible.
• Ensure oral and written communications are timely, clear, concise, and empathetic.
• Demonstrate a commitment to teamwork, take initiative to assist others, properly use voicemail, and promptly return telephone messages.
• Cooperate with law enforcement and other carriers within established guidelines.
• Maintain a professional business appearance when working with customers and agents.
• Conduct high-quality field investigations: perform in-person investigations to determine whether fraud exists, evaluate coverage and liability, and identify potential contributors or co-defendants; use appropriate investigative techniques, including meetings with all parties involved in an accident; recorded or written statements and Examinations Under Oath (EUOs); locus investigations, site analyses, and diagrams; scarring photographs; Event Data Recorder (EDR) downloads; witness canvasses; and dram shop investigations; follow practices established in the Claim File Handling Procedures; meet SIU productivity goals by maintaining a