This position is part of a formal training program to advance to a Auto claim representative position. This position is intended to develop skills for investigating, evaluating, negotiating and resolving claims on losses of lesser value and complexity. Provides quality claim handling throughout the claim life cycle (customer contacts, coverage, investigation, evaluation, reserving, negotiation and resolution) including maintaining full compliance with internal and external quality standards and state specific regulations.

This job does not manage others This job works under Close Supervision: Work is reviewed at several steps along the way. (Generally pertains to trainee positions.)

As part of the hiring process, this position requires the completion of an online pre-employment assessment. Further information regarding the assessment including an accommodation process, if needed, will be provided at such time as your candidacy is deemed appropriate for further consideration.

Primary Job Duties & Responsibilities

Completes required training program which includes the overall instruction, exposure, and preparation for employees to progress to the next level position. It is a mix of online, virtual, classroom, and on-the-job training. The training may require travel. The on-the-job training includes practice and execution of the following core assignments:

• Participates in on-going training sessions for the inside auto business.
• Works closely with Unit Manager or mentor to promptly resolve assigned claim.

Customer Contacts/Experience:

• Delivers consistent service quality throughout the claim life cycle, including but not limited to prompt contact, explaining the process, setting expectations, on-going communication, follows-through and meeting commitments to achieve optimal outcome on every file.

Coverage Analysis:

• Reviews and analyzes coverage and applies policy conditions, provisions, exclusions and endorsements for Auto Damage only claims in assigned jurisdictions.
• Addresses proper application of any deductibles and verifies benefits available and coverage limits that will apply.

Investigation/Evaluation:

• Investigates each claim to obtain relevant facts necessary to determine coverage, causation, extent of liability/establishment of negligence, damages, contribution potential and exposure with respect to the various coverages provided through prompt contact with appropriate parties (e.g.. policyholders, accounts, claimants, law enforcement agencies, witnesses, agents, etc.).
• Takes recorded statements as necessary.
• Recognizes and requests appropriate inspection type based on the details of the loss and coordinate the appraisal process.
• Maintains oversight of the repair process and ensures appropriate expense handling.
• Refers claims beyond authority as appropriate based on exposure and established guidelines.
• Recognizes and forwards appropriate files to subject matter experts (i.e., Subrogation, SIU, Property, Adverse Subrogation, etc.).

Reserving:

• Establishes timely and maintains appropriate claim and expense reserves.
• Manages file inventory and expense reserves by utilizing an effective diary system, documenting claim file activities to resolve claim in a timely manner.

Negotiation/Resolution:

• Determines settlement amounts based upon appraisal estimate, negotiates and conveys claim settlements within authority limits to insureds and claimants.
• As appropriate, writes denial letters, Reservation of Rights and other necessary correspondence to insureds and claimants.
• May provide support to other parts of Auto Line of Business (e.g. Total Loss, Salvage, etc.) when needed.
• Perform other duties as assigned.

Minimum Qualifications

• High School Diploma or GED and one year of customer service experience OR Bachelor’s Degree required.

Education, Work Experience, & Knowledge

• Bachelor’s Degree preferred or a minimum of 2 years of work OR customer service-related experience preferred.

Job Specific Technical Skills & Competencies

• Demonstrated ownership attitude and customer-centric response to all assigned tasks - Basic
• Ability to work in a high volume, fast-paced environment managing multiple priorities - Basic
• Attention to detail ensuring accuracy - Basic
• Keyboard skills and Windows proficiency, including Excel and Word - Intermediate
• Verbal and written communication skills - Intermediate
• Analytical Thinking - Basic
• Judgment/Decision Making - Basic

Environmental / Work Schedules / Other

• Weekend work hours - Occasionally
• Holiday work hours (Federal and religious) - Occasionally
• Travel - Occasionally
• Flexibility and willingness to work extended workday hours with intermittent weekend hours given volume of work with minimal notice given.

Insurance License:

In order to perform the essential functions of this job, acquisition and maintenance of Insurance License(s) may be required to comply with state and Travelers requirements. Generally, license(s) must be obtained within three months of starting the job and obtain ongoing continuing education credits as mandated.

The Travelers Companies, Inc. is a leading provider of property casualty insurance for auto, home, and business. Travelers prides themselves on helping customers manage risk before a claim occurs — and responding with speed, professionalism, and compassion when claims do happen. Through challenging work in a fast-paced atmosphere, they provide student and graduates with a rewarding experience that will keep them moving.