Description:
Essential Duties & Responsibilities
Performs a combination of duties in accordance with departmental guidelines:
- Deliver an exceptional commercial customer and agent/broker experience through empathetic, professional and efficient claim service.
- Triage commercial property damages to determine the optimal inspection and estimating source.
- Create initial damage estimates using Xactimate and photographic and/or video images (provided by our clients and/or vendors) of the property damage including building and business personal property.
- Effectively manage commercial property claims of varied complexity including weather and non-weather perils, Inland Marine, Equipment Breakdown and Quota Share losses.
- Manage vendor relationships effectively with sound communication, coordination, and expectation-setting.
- Demonstrate strong negotiation skills in the assessment / resolution of commercial property damages.
- Evaluates building, business personal property and business interruption losses and interprets and communicates coverage decisions covering full range of complexity for Commercial Property claims.
- May be assigned to physically inspect select property losses within local territory on as needed basis.
- Manages claim activities efficiently including the establishment of reserves and issuance of payment on covered losses (within the scope of authority).
- Coordinates and performs investigations and evaluates claims through contact with customers, business partners, vendors, witnesses and experts. Seeks early resolution opportunities.
- Partners with attorneys, account representatives, agents, underwriters, and insureds to develop a focused strategy for timely and cost effective resolution of more complex claims, including identifying recovery potential for third party clams and coordinating with subrogation/salvage unit.
- Responsible for input and recording of data that accurately reflects claim circumstances and other information important to our business outcomes.
- Identifies files that have fraud and subrogation/salvage recovery potential and coordinates with Recovery Services and SIU.
- May provide guidance and assistance to other claims staff and functional areas, and keeps current on state/territory regulations and issues as well as industry activity and trends.
May perform additional duties as assigned.
Reporting Relationship
Manager or Director
Skills, Knowledge & Abilities
- Solid knowledge of commercial property claims with significant experience in the field conducting physical inspections and completing estimates using Xactimate.
- Demonstrated expertise in commercial property estimating and/or commercial property construction / restoration. IICRC certification and completion of Applied Structural Drying is a plus.
- Strong interpersonal, communication and negotiation skills. Ability to effectively interact with all levels of CNA's internal and external business partners and customers.
- Ability to work independently, managing time and resources to accomplish multiple tasks and meet deadlines.
- Strong analytical and problem solving skills enabling viable alternative solutions.
- Ability to exercise independent judgment and make critical business decisions effectively assessing the merits of claims as well as evaluating claims based on a cost benefit analysis.
- Solid knowledge of Microsoft Office Suite as well as other business-related software.
- Ability to adapt to change and value diverse opinions and ideas.
- Ability to handle claims with a proactive long-term view of business goals and objectives.
- This position requires the ability to support Catastrophe (CAT) duty and periods of extended operating hours/days as needed.
- Must be able to obtain and maintain proper licensing as required.
Education & Experience
- Bachelor's degree or equivalent experience. Professional designations preferred.
- Typically a minimum three to five years claims experience with Commercial Property and field estimating experience highly preferred.