Intake Specialist, Claims - Remote

Crum & Forster Company Overview

Crum & Forster (C&F) with a proud history dating to 1822, provides specialty and standard commercial lines insurance products through our admitted and surplus lines insurance companies. C&F enjoys a financial strength rating of "A" (Excellent) by AM Best and is proud of our superior customer service platform. Our claims and risk engineering services are recognized as among the best in the industry.

Our most valuable asset is our people: more than 2000 employees in locations throughout the United States. The company is increasingly winning recognition as a great place to work, earning several workplace and wellness awards, including the October 2023 Great Place to Work Awardfor our employee-first focus and our steadfast commitment to diversity, equity and Inclusion.

C&F is part of Fairfax Financial Holdings, a global, billion dollar organization. For more information about Crum & Forster, please visit our website:

Travel Insured International is a leading travel insurance provider with more than 30 years in business. As a key component of our Specialty Business Unit, within the Accident & Health division, TII provides travel protection plans to help each individual travel confidently. Travel Insured International is proud to offer products to consumers and to agency partners of all sizes. We're committed to providing dependable coverage, great value, and end-to-end satisfaction for all customers.

This role is responsible for providing superior customer service and support to our customers and travel advisors during the claim submission process as well as supporting the Claims Department to achieve service goals and established KPI’s. The Intake Specialist, Claims, serves as a customer advocate in all interactions by providing an exceptional customer experience that differentiates TII from our competitors.

This is a 100% remote position.

The Intake Specialist, Claims role will report to the Claims Supervisor, Operations.

What you will do for C&F:

• Ensure all claim documentation (RFI) is accurately gathered based on claim type and provided to the claims team within established Service Level Agreement (SLA)’s.
• Proactively follow up with insureds to ensure all required documentation is provided in a timely manner, is accurate for the claim type and facilitates claim processing within established SLA’s.
• Corresponds and assists through both verbal and in written communications with insureds, travel advisors, etc. to gather important information to support the claim review.
• Provide accurate and timely responses both verbally and in written communications to routine claim inquiries with appropriate notations in all applicable claim systems.
• Provide daily phone coverage for First Notice of Loss (FNOL) and call inquiries for the Claims department to service and support customers and travel advisors as needed per business needs to meet SLAs.
• Contribute to a collaborative team environment by raising new ideas and demonstrating teamwork, positive behavior, eliminating Claims backlogs, adherence to workforce management, effort to achieve goals and objectives.
• Meet and exceed Key Performance Indicators (KPIs), including department objectives and service levels.
• Provide mentoring and guidance to other team members and act as a resource for others.
• Allows peers, new hires and others across TII shadow as a means to learn the roles and responsibilities of the position
• Other duties as assigned

What YOU will bring to C&F:

• Ability to produce high work volume with precise accuracy
• Ability to readily adjust to multiple demands, shifting priorities, and rapid change
• Ability to communicate in a clear, concise manner appropriate to the audience via phone, email, and in writing
• Ability to produce high work volume with precise accuracy
• Ability to learn, communicate and apply new business information
• Active listening skills
• Exhibits service behaviors that include empathy and patience when communicating with customers
• Organizational skills and the ability to prioritize
• Skilled at problem solving
• Strong computer literacy with demonstrated keyboard skills, solid knowledge of technology used for claims…