Claims Administration Representative

Howden • Charlotte, NC

1d • Hybrid

About The Position

The Claims Admin Representative is responsible for handling First Notice of Loss (FNOL) entry and core claims processing for designated business units within Howden Specialty LLC. This role supports the Claims Operations team by resolving day-to-day account and transaction queries and ensuring claim records are accurate and up-to-date. The position also acts as a key liaison between offshore partners and on-shore vertical and operations leadership, ensuring work is routed correctly, communicated clearly, and escalated when necessary. This candidate will support west coast clients and will be expected to maintain a 10 AM - 6 PM EST shift.

Requirements

• 2+ years of insurance claims handling experience, preferably within a brokerage or agency environment.
• Strong understanding of insurance principles, policy coverage, and the end-to-end claims lifecycle.
• Ability to independently manage a portfolio of claims, prioritize competing demands, and make sound decisions in a fast-paced environment.
• Excellent analytical, problem-solving, and investigative skills, with the ability to identify trends, assess risks, and develop effective solutions.
• Strong interpersonal, verbal, and written communication skills, with the ability to build and maintain productive relationships with clients, carriers, and internal stakeholders.
• Highly organized and detail-oriented, with the ability to manage multiple priorities, meet deadlines, and ensure accurate documentation and recordkeeping.
• Proven ability to interpret and apply policies, procedures, regulatory requirements, and internal controls while maintaining compliance and governance standards.
• Commercially minded and results-oriented, with a proactive and solution-focused approach to claim resolution and customer service.
• Experience collaborating across functions, including claims, finance, operations, and external partners; experience working with offshore teams is a plus.
• Demonstrated ability to mentor, support, and share knowledge with less experienced team members.
• Self-motivated team player committed to continuous improvement and delivering high-quality outcomes.
• Proficiency with agency management systems (Applied Epic experience preferred) and Microsoft Office applications, particularly Excel, Word, and PowerPoint.
• Flexibility to work 10:00 AM – 6:00 PM EST hours to accommodate West Coast clients.

Nice To Haves

• Applied Epic experience preferred

Responsibilities

• Review, validate, and process First Notice of Loss (FNOL) submissions, ensuring claims are accurately established and documented in accordance with carrier and internal procedures.
• Provide timely support for claim and account-related inquiries, resolving routine issues while delivering a high standard of service to clients, carriers, and internal stakeholders.
• Maintain complete, accurate, and up-to-date claim files, documentation, and records to support compliance, audit readiness, and effective claim management.
• Monitor claim activity and key milestones, preparing regular reports and status updates on claim trends, aging, reserve movements, and outstanding issues.
• Coordinate with adjusters, carriers, brokers, and internal teams to facilitate claim progression, collect required information, and ensure timely resolution of outstanding matters.
• Identify, investigate, and escalate complex claim issues, coverage questions, service concerns, or financial discrepancies to the appropriate stakeholders.
• Respond promptly to urgent requests and high-priority claim matters, ensuring effective communication and resolution within established service standards.
• Support claims projects, process improvement initiatives, and operational activities that enhance efficiency, accuracy, and client experience.
• Adhere to all claims handling procedures, regulatory requirements, and internal controls while maintaining a strong focus on quality, accuracy, and customer service.
• Build and maintain productive relationships with clients, carriers, and internal business partners, serving as a reliable and professional point of contact throughout the claims lifecycle.
• Build and maintain strong relationships with internal and external stakeholders, serving as a responsive point of contact when needed; this includes supporting Private Client and Health & Benefits.
• Respond to business and customer requirements with agility, professionalism, and sound judgment, while upholding the highest ethical standards in all interactions.
• Maintain accurate, up-to-date system records and deliver accounting operations, KPI reporting, and management information.
• Use data-driven insights to steer execution priorities, identify escalation needs, and communicate effectively through clear data storytelling.
• Support assigned initiatives and actively contribute to cross-functional projects.
• Perform account reconciliations with markets and clients, ensuring issues are identified, investigated, and resolved efficiently and accurately.
• Respond to account-related inquiries promptly and in line with defined service standards.
• Ensure compliance with company policies, procedures, and all applicable legal and regulatory requirements.
• Stay informed of relevant legal, regulatory, and market changes affecting the role and the business.

Benefits

• Medical, dental, and vision insurance, including healthcare savings and reimbursement accounts
• 401(k) retirement plan
• Flexible Paid Time Off and paid parental leave
• Life and Disability insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed