Claims Administration Representative

Howden•Charlotte, NC

9d•Hybrid

About The Position

Howden is seeking a Claims Administration Representative for its Costa Mesa, California or Charlotte, North Carolina location, with a hybrid work schedule. The role supports the Claims Operations team and designated business units within Howden Specialty LLC by handling First Notice of Loss (FNOL) entry and core claims processing, answering day-to-day account and transaction queries, and maintaining accurate claim records. The position also connects offshore partners with onshore business and operations leadership to support appropriate work routing, clear communication, and timely escalation. The role supports West Coast clients and works a 10:00 a.m.–6:00 p.m. Eastern Time shift. The representative works with clients, carriers, brokers, adjusters, and internal teams throughout the claims lifecycle. The role includes claim and account support, records management, reporting, reconciliations, compliance, and contribution to operational projects and process improvements. The position is permanent and classified as non-exempt under the Fair Labor Standards Act. The expected base salary range is $60,000–$80,000, determined in part by experience and work location. Employees are eligible for a discretionary bonus and, subject to eligibility, benefits including medical, dental, and vision insurance, healthcare savings and reimbursement accounts, a 401(k) retirement plan, flexible paid time off, paid parental leave, and life and disability insurance.

Requirements

At least 2 years of insurance claims handling experience.
Strong understanding of insurance principles, policy coverage, and the end-to-end claims lifecycle.
Ability to independently manage a claims portfolio, prioritize competing demands, and make sound decisions in a fast-paced environment.
Strong analytical, problem-solving, and investigative skills, including the ability to identify trends, assess risks, and develop solutions.
Strong interpersonal, verbal, and written communication skills and ability to build productive relationships with clients, carriers, and internal stakeholders.
Highly organized and detail-oriented, with the ability to manage multiple priorities, meet deadlines, and maintain accurate documentation and records.
Ability to interpret and apply policies, procedures, regulatory requirements, and internal controls while maintaining compliance and governance standards.
Commercially minded, results-oriented, proactive, and solution-focused approach to claims resolution and customer service.
Ability to collaborate across claims, finance, operations, and external partners.
Demonstrated ability to mentor, support, and share knowledge with less experienced team members.
Self-motivated team player committed to continuous improvement and high-quality outcomes.
Proficiency with agency management systems and Microsoft Office applications, particularly Excel, Word, and PowerPoint.
Flexibility to work 10:00 a.m.–6:00 p.m. Eastern Time to accommodate West Coast clients.

Nice To Haves

Experience in an insurance brokerage or agency environment.
Experience working with offshore teams.
Applied Epic experience.

Responsibilities

Review, validate, and process First Notice of Loss submissions, ensuring claims are established and documented according to carrier and internal procedures.
Respond to claim- and account-related inquiries, resolving routine issues and providing service to clients, carriers, and internal stakeholders.
Maintain accurate, complete, and current claim files, documentation, system records, and other records to support compliance, audit readiness, and claims management.
Monitor claim activity and milestones; prepare reports and status updates covering claim trends, aging, reserve movements, and outstanding issues.
Coordinate with adjusters, carriers, brokers, and internal teams to advance claims, gather information, and resolve outstanding matters.
Investigate and escalate complex claim issues, coverage questions, service concerns, and financial discrepancies to appropriate stakeholders.
Respond to urgent and high-priority claim requests and communicate toward resolution within service standards.
Support claims projects, process improvements, and operational activities that enhance efficiency, accuracy, and client experience.
Follow claims procedures, regulatory requirements, internal controls, and governance standards while maintaining quality, accuracy, and customer service.
Build and maintain relationships with clients, carriers, and internal business partners, including supporting Private Client and Health & Benefits.
Maintain accounting operations, KPI reporting, and management information; use data insights to set execution priorities, identify escalations, and communicate findings.
Support assigned initiatives and contribute to cross-functional projects.
Reconcile accounts with markets and clients, identifying, investigating, and resolving issues accurately and efficiently.
Respond promptly to account-related inquiries in line with defined service standards.
Stay informed about legal, regulatory, and market changes relevant to the role and business.
Work the stated 10:00 a.m.–6:00 p.m. Eastern Time schedule to accommodate West Coast clients.