Complex Claims Consultant - NFP; Community Association D&O Liability

Complex Claims Consultant - NFP (Community Association D&O Liability)

We are looking for a self‑starter to join our team as a Complex Claims Consultant handling Directors & Officers claims for Community Associations. At CNA, Claim Professionals use specialized expertise to manage claims efficiently and seamlessly in a collaborative environment focused on continuous improvement.

The Complex Claims Consultant plays a critical role in managing and resolving D&O Community Association claims by evaluating coverage, assessing liability and damages, setting timely reserves, negotiating and settling claims, and directing litigation. The position works under general direction and broad authority limits to manage high‑complexity claims. Responsibilities include coordinating all claim resolution activities, achieving quality and customer service standards and maintaining regular communication with insureds.

Position offers flexible hybrid work schedule and is available in any location near a CNA office.

• Manages an inventory of highly complex commercial claims with large exposures, following company protocols to verify policy coverage, conduct investigations, develop resolution strategies, and authorize disbursements within authority limits.
• Ensures exceptional customer service by managing all aspects of the claim, interacting professionally and effectively, achieving quality and cycle‑time standards, providing timely updates and responding promptly to inquiries and requests for information.
• Verifies coverage and establishes timely and adequate reserves by reviewing and interpreting policy language and partnering with coverage counsel on more complex matters, estimating potential claim valuation, and following the company's claim handling protocols.
• Leads focused investigation to determine compensability, liability and covered damages by gathering pertinent information, such as contracts or other documents, taking recorded statements from customers, claimants, injured workers, witnesses, and working with experts, or other parties, as necessary to verify the facts of the claim.
• Resolves claims by collaborating with internal and external business partners to develop, own and execute a claim resolution strategy, that includes management of timely and adequate reserves, collaborating with coverage experts, negotiating complex settlements, partnering with counsel to manage complex litigation and authorizing payments within scope of authority.
• Establishes and manages claim budgets by achieving timely claim resolution, selecting and actively overseeing appropriate resources, authorizing expense payments and delivering high‑quality service in an efficient manner.
• Realizes and addresses subrogation/salvage opportunities or potential fraud occurrences by evaluating the facts of the claim and making referrals to appropriate Claim, Recovery or SIU resources for further investigation.
• Achieves quality standards by appropriately managing each claim to ensure that all company protocols are followed, work is accurate and timely, all files are properly documented and claims are resolved and paid timely.
• Keeps senior leadership informed of significant risks and losses by completing loss summaries, identifying claims to include on oversight/watch lists, and preparing and presenting succinct summaries to senior management.
• Maintains subject‑matter expertise and ensures compliance with state/local regulatory requirements by following company guidelines, and staying current on commercial insurance laws, regulations or trends for line of business.
• Mentors, guides, develops and delivers training to less experienced Claim Professionals.
• May perform additional duties as assigned.

• Typically Manager or above

• Thorough knowledge of the commercial insurance industry, products, policy language, coverage, and claim practices.
• Demonstrated expertise in effectively communicating with policyholders, skillfully explaining coverage issues, the litigation process, and the benefits of early resolution.
• Proven ability to develop and execute effective negotiation strategies,…