Title: Claims Coordinator

Reports to: Claims Manager 

Employment Status: Full Time

FLSA Status: Non-Exempt 

Position Summary

The Claims Coordinator supports clients, policyholders, account managers, executives, and insurance carriers throughout the claims process. This role reports, monitors, and follows up on claims; gathers and documents information related to accidents or damages; completes claim loss notices; and submits claims to insurance carriers. The Claims Coordinator also helps track claim activity, collects updates from adjusters and appraisers, and works with carrier representatives to support timely claim resolution. In addition, this position helps ensure claim processing workflows are accurate, current, and consistently followed, while meeting the Agency’s established quality and service standards.

What You'll Be Doing

The essential functions include, but are not limited to, the following:

• Submit claim reports to carriers by fax, email, mail, or other approved method the same day the loss is reported.
• Answer phone calls professionally, take client and third-party claims, and respond to questions with helpful, accurate information.
• Assist clients and third parties in person in a professional, welcoming manner while gathering claim information.
• Follow up with carriers on claim status and help expedite claim settlements when appropriate.
• Respond promptly to client inquiries regarding claim status and provide appropriate updates.
• Follow Agency procedures for claim processing, documentation, and settlement support.
• Provide management with reports and updates on claims activity.
• Review claim reserves and closing amounts with carriers and update the agency management system as needed.
• Notify management, producers, and Agency staff of large claims or significant reserves involving their clients.
• Maintain accurate loss history records, including claim payments and closures, in the agency management system.
• Assist clients and claim adjusters with scheduling appointments to review losses.
• Immediately forward summonses and suits to the appropriate carrier upon receipt.
• Build positive working relationships with carrier claims representatives and managers.
• Document all claim-related conversations, coverage discussions, exposures, and supporting information in the agency management system.
• Audit workflow procedures to ensure they are current, accurate, and aligned with system and carrier requirements.
• Train and support Claim Processors on workflow procedures.
• Audit and follow up on Claim Processor workflows to confirm procedures are being followed and identify additional training needs, including client follow-up, sales team notifications, Paperwise inbox management, and TAM activities.
• Perform other duties as assigned by the Agency.

What You'll Bring to the Table

• Team-oriented self-starter with strong verbal and written communication skills.
• Strong organization, time management, problem-solving, and technical skills.
• Ability to balance multiple priorities, meet deadlines, and follow through on tasks.
• Self-motivated, proactive, and thoughtful in daily work and client interactions.
• Comfortable using technology, including computer systems, word processing programs, email, internet, telephone, fax, copier, printer, and multimedia phone systems.
• Ability to learn and use company-specific software and agency management systems.
• Property and Casualty Insurance license required.
• Bachelor’s degree in business or a related field preferred.
• Minimum of one year of related experience preferred.
• Commitment to ongoing professional development through industry-sponsored educational programs.
• Field of vision must be adequate to observe up and down or right to left while eyes are fixed on a given point.
• Ability to process written and other materials visually.

Computer Use & Office Equipment

• Windows-based desktop computer
• Inter-office network; Internet access; e-mail
• Agency Management System and related programs
• Telephone; fax; copier; printer
• Multi-media telephone system

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.

Note

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship