Claims Consultant - Remote

Position Summary

The Claims Consultant serves as the primary claims support resource for service teams, field partners, brokers, and clients within the small and mid-sized market segment. This role acts as a central point of contact for claims-related inquiries, providing timely updates, issue resolution, claims guidance, and service support while minimizing the need for direct examiner involvement whenever possible.

The Claims Consultant collaborates closely with claims leadership, examiners, service teams, underwriting, sales, and external partners to enhance the client experience, improve service delivery, and proactively address claims concerns. Success in this role requires strong claims knowledge, excellent communication and relationship management skills, sound judgment, and the ability to independently manage a high volume of inquiries across multiple accounts.

Essential Duties and Responsibilities

• Serve as the primary point of contact for claims-related inquiries from service teams, field partners, brokers, and clients.
• Research and provide accurate, timely claims information utilizing claims systems, portals, and internal resources.
• Resolve routine claims questions independently and efficiently, reducing unnecessary examiner engagement.
• Translate complex claims information into clear, customer-friendly communication that supports informed decision-making.

Client & Field Partner Support

• Participate in client meetings, stewardship reviews, and broker/field partner discussions to address claims-related questions and concerns.
• Act as a trusted advisor by providing claims expertise, guidance, and recommendations.
• Support service recovery efforts and proactively identify solutions that improve client satisfaction.
• Assist clients in understanding claims processes, workflows, and claim outcomes.

Operational Efficiency & Claims Support

• Improve operational efficiency by resolving issues upstream and minimizing workflow disruptions.
• Reduce handoffs between service teams and claims examiners through effective issue resolution and claims support.
• Navigate claims systems and workflows to provide updates, facilitate issue resolution, and support service delivery.
• Manage multiple accounts and competing priorities while maintaining service standards and responsiveness.

Issue Escalation & Internal Collaboration

• Identify complex, sensitive, or high-impact issues requiring escalation and involve claims leadership as appropriate.
• Collaborate with claims examiners, service teams, underwriting, sales, and leadership to resolve issues effectively.
• Facilitate communication and problem-solving discussions between stakeholders.

Required Qualifications

• 2 or more years of claims, insurance operations, customer service, account management, or related experience.
• Bachelor's degree or equivalent combination of education and relevant work experience.
• Demonstrated ability to manage multiple priorities in a fast-paced environment.

Preferred Qualifications

• Property & Casualty insurance industry experience.
• Experience supporting commercial insurance clients and brokers.
• Professional insurance or claims-related certifications and designations.
• Prior client-facing or account support experience.

• Minimum Internet Speed:100 Mbps download and 20 Mbps upload, in alignment with the FCC's definition of "broadband."
• Internet Type:Fiber, Cable (e.g., Comcast, Spectrum), or DSL.
• Not Permissible:Satellite (e.g., Starlink), cellular broadband (hotspot or otherwise), any other wireless technology, or wired dial-up.