Property Claims Specialist II

Department :
Member Services – Property Claims Field Position
Location: *Fredericksburg/Stafford Area
Reports to :
Property Claims Supervisor Job Level / FLSA :
Professional/Managerial #2 / Exempt

Under moderate supervision, this position is responsible for the handling of first party property claims including: investigating, evaluating, estimating and negotiating to ensure optimal claim resolution for personal claims of moderate severity 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.

• Handles 1st party Property claims of moderate severity and complexity as assigned.
• Completes desk, virtual, field or vendor assisted inspection of losses including accurate scope of damages, photographs, written estimates and/or computer assisted estimates. Broad scale use of innovative technologies.
• Investigates and evaluates all relevant facts to determine coverage, damages and liability of first-party property damage claims (including but not limited to analyzing leases, contracts, by-laws and other relevant documents which may have an impact), damages and liability of first-party property claims under a variety of policies. Secures recorded or written statements as appropriate.
• Establishes timely and accurate claim and expense reserves. Determines appropriate settlement amount based on independent judgment, computer assisted building and/or contents estimate, estimation of actual cash value and replacement value, contractor estimate validation, appraisals, application of applicable limits and deductibles.
• Negotiates with multiple constituents such as contractors or insureds representatives and conveys claim settlements within authority limits.
• Writes denial letters, Reservation of Rights and other complex correspondence.
• Properly assesses extent of damages and manages damages through proper usage of cost evaluation tools.
• Meets all quality standards and expectations in accordance with Best Practices.
• Maintains an effective diary system, captures all required data accurately and documents claim file activities in accordance with established procedures.
• Manages file inventory to ensure timely resolution of cases.
• Handles files in compliance with state regulations.
• Provides excellent customer service to meet the needs of the insured, agent and all other internal and external customers/business partners.
• Identifies and refers claims with Major exposure or coverage question to the Supervisor.
• Performs administrative functions such as expense accounts, time off reporting, etc. as required.
• Actively provides mentoring and coaching to less experienced claim professionals.
• May attend depositions, mediations, arbitrations, pre-trials, trials and all other legal proceedings, as needed.
• Obtains experts as needed.
• Other duties as assigned. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.
• All employees are expected to participate in catastrophic events.

• Must be able to read, analyze and understand technical reports, related documents.
• Written, verbal and interpersonal communication skills are required, including the ability to convey and receive information effectively.
• Must be able to verbally communicate decisions and negotiate effectively with all Customers, internal and external.
• Will be required to possess the skills to author reports and letters that are persuasive and professional.
• As most of the contact with Customers is done verbally and via telephone, individual must be able to speak clearly, politely, use proper grammar and terms that are familiar to the general public.
• Interpersonal and Customer Service skills a must.
• Judgment, analytical, negotiation and decision making skills a must.
• Basic typing skills are essential.
• Must be able to work independently and manage time well.
• Must be able to gather information, establish facts, and evaluate data to determine coverage,…