Senior Claims CAT Ops Specialist

As a Senior CAT Operations Specialist, you will help maintain the standards of our claims handling process in the wake of catastrophic events. Your responsibilities will encompass a range of activities including the audit of catastrophe claims files, conducting re-inspections to assess the quality of claim handling, and potentially managing claim files directly. Your expertise will also guide the recruitment and selection of vendors, independent adjusters, and contractors. Additionally, you will be focused on claim distribution to the National Field Team. You will communicate with all levels of Claims Leadership on a regular basis. You will Report to an Adjusting Services AVP.

In this primarily field-based role, you will spend 80% of your time (4+ days per week) working in the field, directly interacting with customers, Agents, Agency Staff, etc. On occasion you may be asked to travel to an office location for in person engagement activities such as team meetings, trainings, and culture events.

• Manage central or field catastrophe claim site operations. Coordinate on-site relations with agents, state and local governments, emergency management, and media.
• Develop and implement event-specific response plans, policies, and procedures. Assist in the evaluation, design, and implementation of catastrophe processes and systems.
• Establish rapport with agents and build on-going relationships by including agents in the claim handling process as appropriate. Partner with agency to provide seamless customer service.
• Explain and discuss any circumstances that may affect customer service with agency, vendors, third part administrators or other claim personnel. Includes agents in problem resolution as appropriate. Provide agents with claim handling information via phone conversations, office visits or presentations at district meetings.
• Identify catastrophe-related equipment, real estate needs and sources; oversee contracts. Assess events and identify event-specific staffing, equipment, and real estate needs.
• Develop and implement salvage handling processes. Identify potentially fraudulent claims and direct the proper course of action.
• Review and audit catastrophe claim files and performs re-inspections to evaluate the quality of claim handling; analysis data and develops reports to identify training and procedural needs.
• Evaluate interpersonal, organizational, and technical performance of independent adjusters. Assists in monitoring catastrophe claim severity, expense, and customer satisfaction data, and makes appropriate improvement recommendations.
• Develop, recommend, and implement claim philosophies, policies, recovery practices, and operating procedures for the handling of all catastrophe claims on a company wide basis.
• Answers external requests from insurance departments; internal requests for technical and business information concerning catastrophe claims, as directed, by the Catastrophe Claims Manager.
• Recruit and recommend selection of vendors, independent adjusters, and contractors.
• Develop recommendations regarding independent vendor contracts and oversee compliance with contract terms.
• Develop and implement content and delivery of independent adjuster and vendor training and certification program.
• Create and implement catastrophe orientations (preseason and/or event-specific).

• Demonstrated experience providing customer-driven solutions, support, or service.
• Solid knowledge of the claim operation with emphasis on damage estimation and settlement techniques.
• Demonstrated understanding of policy language, coverages, and underwriting intent.
• Demonstrated ability to successfully manage projects.
• Demonstrated experience in handling moderate to complex claims.
• Solid knowledge of insurance/claim industry and regulatory environment.
• Demonstrated experience as a claim adjuster, manager, or role with equivalent exhibited knowledge, skills and performance.
• Demonstrated knowledge and understanding of how various areas/departments across the entire organization coordinate efforts during a catastrophe.
• Solid knowledge of the business functions of the catastrophe area.

• Obtain state specific property casualty claims licensing as required.
• Valid driver's license required plus an acceptable driving record.

• Up to 10%.
• Catastrophe duty up to 75% as applicable.

• Moving self in different positions to accomplish tasks in various environments including tight and confined spaces.
• Remaining in a stationary position, often standing or sitting for prolonged periods.
• Moving about to accomplish tasks or moving from one worksite to another.
• Adjusting or moving objects up to 50 pounds in all directions.

• Strong knowledge of Property claims is desired