Sr. Claims Service Representative

Since 1886, Continental Western Group is a regional property casualty insurance company offering commercial products and services through independent agents in the Midwest. Rated Best Places to Work in 2020, 2022, and 2024 by Business Insurance, CWG provides unique value through experienced employees and independent agents. As a Berkley company, we enjoy operational flexibility to deliver quality coverage solutions. W. R. Berkley Corporation and its member insurance companies are rated A+ (Superior) by A.M. Best Company and carry a Standard & Poor’s Financial Rating of A+ (Strong).

Responsibilities

• Develop skills and knowledge to investigate and resolve high-frequency, low-severity commercial property, casualty, and/or workers compensation claims promptly and equitably.
• Determine coverage, liability, damages, and reserves; conclude claims through negotiation or denial; provide administrative support to higher-level adjusting staff.
• Examine policies, contracts, and claim forms to determine coverage for routine matters.
• Investigate losses, evaluate exposures, and establish accurate reserves on high-frequency, low-severity commercial claims within established authority level.
• Deny or negotiate and settle claims; correctly enter claim data into claim and related systems for reporting.
• Re-evaluate exposures and reserves during the life of the claim.
• Review new losses received by the Claims Department to determine the type and level of loss.
• Make initial contact with insureds and/or claimants to obtain additional information related to the claim when necessary.
• Assign claims to Claims staff based on analysis of exposure, as needed.
• Review data and create Excel spreadsheets to assist management with expenses, portal, and goal management.
• Perform administrative support functions for the business unit, including preparing routine correspondence, processing payments, completing routine forms for submission to State and National regulatory agencies, and testing production system releases.
• Answer calls from the Customer Experience Center and assist callers or direct calls to appropriate claims staff.
• Assist agents, policyholders, and claimants with questions related to claims handled by others on the line-of-business team.
• Participate in educational, coaching, and mentoring opportunities to enhance claims adjusting skills and knowledge.
• Perform other related duties as assigned by management.

Qualifications

• Two years of related claims experience and/or training, or equivalent combination of education and experience.
• Effective listening, verbal, and written communication skills necessary to interact effectively with internal and external customers.
• Proven customer service experience with strong customer orientation.
• Ability to successfully negotiate.
• Ability to interpret information, evaluate, research, and resolve problems.
• Demonstrated willingness to embrace new systems, processes, technology, and ideas.
• Sense of urgency with efficient planning, time management, and organizational skills.
• Ability to travel occasionally to participate in business unit meetings and development opportunities.
• Regularly and consistently demonstrates a commitment to company values and guiding principles.
• Proficiency with Microsoft Word, Excel, and Outlook.

Education

Bachelor’s Degree preferred but not required. Completion of or progress toward AINS, AIC, or similar designations preferred.

Location and Travel

Primary location: Urbandale, IA. Occasional travel required to participate in business unit meetings and development opportunities.