Major Case Specialist General Liability

Taking care of our customers, our communities and each other. That’s the Travelers Promise. By honoring this commitment, we have maintained our reputation as one of the best property casualty insurers in the industry for over 170 years. Join us to discover a culture that is rooted in innovation and thrives on collaboration. Imagine loving what you do and where you do it.

Compensation Overview

The annual base salary range provided for this position is a nationwide market range and represents a broad range of salaries for this role across the country. The actual salary will be determined by factors including scope, complexity, location, skills, education, training, credentials, and experience. Employees are also eligible for performance-based cash incentive awards.

Salary Range: $104,000.00 - $171,700.00

This role is eligible for a sign-on bonus.

About the Role

Under general supervision, this position is responsible for investigating, evaluating, reserving, negotiating, and resolving assigned serious and complex General Liability claims. Provides quality claim handling throughout the claim life cycle (customer contacts, coverage, investigation, evaluation, reserving, litigation management, negotiation, and resolution) while maintaining full compliance with internal and external quality standards and state-specific regulations. This position serves as an expert technical resource to other claim professionals, business partners, customers, and stakeholders. This role does not manage staff.

Responsibilities

• Directly handle assigned severe claims when Travelers has coverage of $2 million or less and file exposure is greater than $500,000.
• Provide quality customer service, ensuring file quality, timely coverage analysis, and communication with the insured based on policy application to case facts or allegations.
• Consult with Manager on the use of Claim Coverage Counsel as needed.
• Investigate each claim through prompt and strategically-appropriate contact with policyholders, accounts, claimants, law enforcement, witnesses, agents, medical providers, and technical experts to determine liability, damages, and contribution potential.
• Interview witnesses and stakeholders; take necessary statements as strategically appropriate.
• Complete outside investigations as needed per case specifics.
• Utilize evaluation documentation tools in accordance with department guidelines.
• Proactively review Claim File Analysis (CFA) for adherence to quality standards and trend analysis.
• Use diary management system to ensure timely handling of all claims; evaluate liability and damages exposure at required intervals.
• Establish and maintain proper indemnity and expense reserves.
• Recognize and implement alternate means of resolution.
• Manage litigated claims, developing litigation plans with staff or panel counsel, including discovery and legal expenses, to assure effective resolution.
• Attend depositions, mediations, arbitrations, pre-trials, trials, and other legal proceedings as needed.
• Update appropriate parties with new facts and their impact on liability analysis and settlement options.
• Recognize cases that should be transferred based on severity/complexity protocols and refer them on a timely basis.
• Evaluate all claims for recovery potential; handle recovery efforts directly or engage and direct Company resources.
• May assist underwriting business partners in marketing and account contact efforts.
• Attend and/or present at roundtables or authority discussions to collaborate on technical expertise, improving payout on indemnity and expense.
• Share experience and deep knowledge of creative resolution techniques to improve claim results.
• Actively mentor and coach less experienced claim professionals to increase technical expertise and bench strength.
• Provide guidance to underwriting business partners regarding accuracy and adequacy of loss reserves on assigned claims.
• Recommend appropriate cases for discussion at roundtable.
• Apply "advanced" litigation management through counsel selection, evaluation, and direction of claim and litigation strategy.
• Track and control legal expenses to assure cost-effective resolution.
• Handle personal and confidential information appropriately.
• Fulfill specific service commitments to certain accounts as outlined in Special Account Communication (SAC) instructions and inquiries from agents and brokers.
• Represent the company as a technical resource; attend legal proceedings as needed, acting within professional guidelines and state laws.
• Share accountability with business partners to achieve and sustain quality results.
• Research and evaluate current legal trends; communicate findings to other departments to assist underwriting and management decisions.
• May participate in periodic file quality reviews.
• Acquire and maintain required Insurance License(s) within three months of starting the job, including ongoing continuing education credits.
• Perform other duties as assigned.

Requirements

• Bachelor’s Degree or High School Degree/GED with a minimum of 4 years of bodily injury litigation claim handling or comparable claim litigation experience.
• 5-7 years of bodily injury litigation claim handling experience (for Bachelor’s Degree holders).
• Advanced knowledge in coverage, liability, and damages analysis, with a thorough understanding of the litigation process, relevant case and statutory law, and expert litigation management skills.
• Extensive claim and/or legal experience and technical expertise to evaluate severe and complex claims.
• Able to make independent decisions on most assigned cases without supervisor involvement.
• Thorough understanding of business line products, policy language, exclusions, ISO forms, and effective claims handling practices.
• Technical ability and working knowledge of virtual tools (e.g., Zoom, Skype).
• Openness to ideas and expertise of others; actively solicits input and shares ideas.
• Strong customer service skills.
• Demonstrated coaching, influence, and persuasion skills.
• Strong written and verbal communication skills to understand, synthesize, interpret, and convey complex data to varied audiences.
• Strong technology aptitude; ability to use business technology tools effectively for research, tracking, and communication.
• Advanced attention to detail ensuring accuracy.

Skills

• Analytical Thinking - Advanced
• Judgment/Decision Making - Advanced
• Communication - Advanced
• Negotiation - Advanced
• Insurance Contract Knowledge - Advanced
• Principles of Investigation - Advanced
• Value Determination - Advanced
• Settlement Techniques - Advanced
• Legal Knowledge - Advanced
• Medical Knowledge - Intermediate

Benefits

• Health Insurance: Coverage for employees and eligible family members (including spouses, domestic partners, and children) from the first day of employment.
• Retirement: Travelers matches 401(k) contributions dollar-for-dollar up to the first 5% of eligible pay, subject to an annual maximum. Eligible for a Pension Plan 100% funded by Travelers. Student loan repayment support through the Paying it Forward Savings Program.
• Paid Time Off: Minimum of 20 days Paid Time Off annually, plus nine paid company Holidays.
• Wellness Program: Tools, discounts, and resources for wellness goals and caregiving needs, including mental health support with free professional counseling and health coaching.
• Volunteer Encouragement: Matching Gift and Volunteer Rewards program to support charitable contributions and community involvement.