Flood Claims Specialist

Position Summary

Bankers Insurance Group is seeking a knowledgeable and customer-focused Flood Claim Specialist to investigate, evaluate, negotiate, and resolve first-party flood insurance claims in accordance with National Flood Insurance Program (NFIP) guidelines, Standard Flood Insurance Policy (SFIP) provisions, company standards, and applicable regulatory requirements. This position plays a critical role in helping policyholders recover following flood events by providing timely, accurate, and compassionate claims handling while ensuring compliance with FEMA regulations and Bankers' commitment to exceptional customer service.

Essential Duties And Responsibilities

• Claim Investigation

• Receive, investigate, and manage assigned flood insurance claims from first notice of loss through final resolution.
• Review policy coverage and determine applicability under the Standard Flood Insurance Policy (SFIP).
• Verify that reported damages resulted from a covered flood event as defined by the National Flood Insurance Program.
• Evaluate cause of loss, scope of damages, and applicable coverage provisions.
• Coordinate inspections with independent field adjusters, engineers, contractors, consultants, and other experts as necessary.
• Review field reports, estimates, photographs, inventories, and supporting documentation.

• Claim Evaluation

• Analyze repair estimates, replacement costs, depreciation, and Actual Cash Value (ACV) or Replacement Cost Value (RCV), where applicable.
• Evaluate building, contents, Increased Cost of Compliance (ICC), and other available coverages.
• Review Proofs of Loss and supporting documentation for completeness and compliance.
• Identify potential coverage issues, fraud indicators, or subrogation opportunities.
• Ensure all claim decisions comply with FEMA/NFIP requirements and Bankers Insurance guidelines.

• Claim Resolution

• Negotiate settlements within assigned authority.
• Prepare detailed coverage letters, reservation of rights, payment recommendations, and denial letters when appropriate.
• Maintain accurate claim documentation and timely diary management.
• Meet or exceed established claim cycle time, quality, and customer service expectations.
• Carefully coordinate payments and claim closing activities.

• Customer Service

• Serve as the primary point of contact throughout the claim process.
• Clearly explain coverage, claim procedures, documentation requirements, and settlement decisions.
• Demonstrate empathy and professionalism while assisting policyholders recovering from catastrophic losses.
• Maintain regular communication with insureds, agents, public adjusters, attorneys, vendors, and internal stakeholders.

• Catastrophe Response

• Support catastrophe operations during hurricanes, tropical storms, and major flood events.
• Manage increased claim volume while maintaining quality and compliance standards.
• Participate in catastrophe deployment, extended work hours, weekend schedules, or travel when business needs require.
• Aid in surge handling and operational support during declared disaster events.

• Compliance

• Adhere to FEMA regulations, NFIP Claims Manual, Flood Adjuster Capacity Program standards, and company claims procedures.
• Maintain accurate electronic claim files that satisfy internal audit and regulatory requirements.
• Ensure compliance with state insurance regulations, fair claims practices, and company quality standards.
• Participate in internal audits, file reviews, and quality assurance initiatives.

Required Qualifications

• Bachelor's degree preferred; equivalent insurance claims experience considered.
• Minimum 4-6 years of property claims handling experience.
• Minimum 3 years handling flood insurance claims preferred.
• Working knowledge of:
• National Flood Insurance Program (NFIP)
• Standard Flood Insurance Policy (SFIP)
• FEMA flood claims procedures
• Property damage estimating
• Experience handling catastrophe claims preferred.
• Ability to interpret insurance policies and coverage provisions.
• Strong analytical and investigative skills.
• Excellent written and verbal communication skills.
• Strong negotiation and conflict resolution abilities.
• Excellent organizational and time management skills.
• Ability to manage multiple priorities in a fast-paced environment.

Preferred Qualifications

• FEMA/NFIP Flood Certification or eligibility to obtain certification.
• Flood Control Number (FCN) preferred.
• State Adjuster License (where required).
• Xactimate Level 2 certification or equivalent estimating proficiency.
• Experience with Guidewire, Origami, or other claims management systems.
• Previous experience with WYO flood insurance carriers.
• Associate in Claims (AIC), CPCU, or other industry designation.

Technical Skills

• Xactimate
• XactAnalysis
• Microsoft Office Suite
• Claims management software
• Electronic document management
• Virtual inspection technologies
• Digital imaging platforms
• Core Competencies
• Customer Focus
• Accountability
• Technical Claims Expertise
• Critical Thinking
• Decision Making
• Negotiation
• Communication
• Collaboration
• Adaptability
• Integrity
• Regulatory Compliance
• Attention to Detail

Physical Requirements

• Ability to work extended hours during catastrophe events.
• Ability to travel as business needs require.
• Ability to review photographs, estimates, engineering reports, and electronic claim documentation.
• Ability to sit for extended periods while working on a computer.

Performance Expectations

• The Flood Claim Specialist Is Expected To Maintain high customer satisfaction scores.
• Meet established claim cycle time goals.
• Achieve quality assurance standards.
• Maintain regulatory compliance.
• Demonstrate sound claim judgment.
• Support catastrophe response initiatives.
• Contribute to continuous process improvement.