Associate Claims Representative

Job Overview

You have a clear vision of where your career can go. And we have the leadership to help you get there. At CNA, we strive to create a culture in which people know they matter and are part of something important, ensuring the abilities of all employees are used to their fullest potential.

This individual contributor position works under general direction to identify and investigate subrogation potential, negotiate, litigate and pursue recoveries for highly complex commercial claims that require strong technical expertise in a specific line of business. Responsibilities include following company protocols to identify, evaluate, analyze and interpret subrogation potential, working with internal resources and external parties to negotiate/litigate through final resolution of the recovery process.

Performs a combination of duties in accordance with departmental guidelines:

• Manages subrogation of highly complex commercial claims with recovery potential, by taking appropriate steps to secure evidence needed to investigate third party liability, ensuring accuracy and completeness of information and recording and processing reimbursements associated with the loss, damage or injury.
• Drives resolution of claims inventory by effectively managing diaries, maintaining accurate and timely claims file documentation, utilizing metrics and analytics, and escalating issues as needed.
• Ensures excellent customer service by interacting professionally and effectively with insureds, claimants, and third party entities to ensure quality and cycle time standards are met, providing regular, timely updates and responding promptly to inquiries and requests for information.
• Drives interactions with appropriate internal and external partners, suppliers and experts by effectively collaborating with necessary resources to identify and facilitate reimbursements of paid claims.
• Leads investigation by gathering relevant information internally as well as from third parties to support recovery efforts.
• Communicates effectively by preparing both verbal and written correspondence to insureds, claimants, vendors and responsible parties.
• Engages outside counsel, as needed, to conduct additional investigation on files by providing insights on recovery opportunities, and partnering to ensure prompt and appropriate actions and follow up on recovery efforts.
• Establishes and manages expenses by achieving timely claim resolution, selecting and actively overseeing appropriate resources, authorizing expense payments and delivering high quality service in an efficient manner.
• Ensures quality on every file by following all company guidelines, achieving quality and cycle time targets, ensuring proper documentation and securing appropriate recoveries from responsible parties.
• Drives compliance with state/local regulatory requirements by following company guidelines, and staying current on commercial insurance laws, regulations or trends for line of business.
• Serves as a mentor/coach to less experienced recovery professionals and works on special projects, as needed.

May perform additional duties as assigned.

Typically Director or above

• Thorough knowledge of the commercial insurance industry, products, policy language, coverage, and recovery practices.
• Excellent verbal and written communication skills with the ability to develop collaborative working relationships, articulate complex concepts and present claims and recommendations to senior management.
• Demonstrated ability to develop collaborative business relationships with internal and external work partners.
• Strong work ethic, with demonstrated time management and organizational skills.
• Ability to work in a fast-paced environment at high levels of productivity on complex matters.
• Demonstrated ability to investigate, negotiate and manage litigation involving complex claims leading to successful resolution.
• Experience interpreting complex commercial insurance policies and coverage.
• Ability to multi-task and adapt to a changing environment.
• Knowledge of Microsoft Office Suite and ability to learn…