Senior Claims Operations Lead

Senior Claims Operations Lead

Reporting to a Claims Team Manager, the Senior Claims Operations Lead works directly with the insured, service contractors, clients, and other internal and external stakeholders to support the Warranty claims team. Senior Examiners are responsible for the handling of all Warranty Property and Casualty insurance claims for major clients in our diverse portfolio. Our portfolio consists of a diverse range of products from the home warranty, consumer electronics, and mobile industries.

The Senior Claims Operations Lead are the ones our clients turn to in times of need and will act with speed, composure, compassion and knowledge to solve problems and the work they do every day is the heart of AIG's business. The successful candidate that we seek will need to meet the minimum criteria to fully support and engage in the full range of duties expected.

Key competencies and responsibilities include:

• Answer incoming phone calls, emails, and other correspondence concerning insurance claims.
• Ability to interface with the insured and other stakeholders concerning claims related matters.
• Ask the right questions about the claim, evaluating each request to determine if AIG should approve or deny a claim.
• Adjudicate and settle claim according to fair claims practices.
• Be familiar with state statues concerning claims practices.
• Train, mentor, and coach other claims agents to support the adjusting and settlement practices.
• Audit claims files and authority use of other Agents to ensure claims best practices are being followed.
• Maintain knowledge of industry and asset coverage types.
• Handle research assignments and reporting as delegated by management.
• Maintain good working relationship during all contacts with clients, even during difficult conversations.
• Answer claims and coverage questions from other departments.
• Take responsibility for continuously improving processes and product knowledge, understanding of program coverage and exclusions.
• Act professionally at all times.
• Perform additional duties and work as assigned.

What we are looking for:

• At minimum, the successful candidate must have their home state Adjuster's license and must be willing to complete all requirements for all states within the first 120-days of employment.
• 2+ years of P&C adjusting experience.
• A record of providing outstanding customer service (can be within a sale, retail, pharmacy, equipment repair, insurance, etc., environment)
• Excellent verbal and written communication skill
• Experience in conflict resolution, or the ability to de-escalate tense situations, and comfortable in a role that requires some negotiations
• High School Diploma or equivalent required
• Analytical skills and the ability to search the internet for answers and market data
• Results oriented, and able to work well under pressure
• Excellent organizational skills- flexible with moving from project to project while keeping track of progress
• Professionalism and demonstrate and maintain strong ethics
• Effective written and verbal communication skills
• Basic Excel, Word, and Outlook skills
• Great interpersonal communication
• Ability to consistently meet deadlines