Claims Advocate

EPIC Brokers•Atlanta, GA

8d•Hybrid

About The Position

Claims Advocates provide excellent customer service by ensuring all client needs are met while engaging in behaviors such as claims processing, evaluation, and resolution of claims. They build robust relationships by working to understand client needs and providing solutions that effectively mitigate client risks. In this role, the Claims Advocate will be responsible for servicing and managing a diverse book of Commercial Lines accounts.

Requirements

Ability to build and maintain customer satisfaction through proactively addressing customer needs and concerns. Ensures the highest value of service is always provided and consistently delivers on commitments to the customer.
Effective in using appropriate interpersonal styles and communication methods to persuade, convince, influence and impress others to gain acceptance of a product, service, specific agenda or course of action, develop new business and to establish credibility to sustain the respect of others
Enhances mutual understanding in communication with others by expressing genuine interest in the content and meaning of others’ messages. Asks clarifying questions to ensure understanding
Self-starter and frequently takes a lead role in improving or enhancing a product or service to benefit the client and Frenkel. Will often demonstrate a sincere positive attitude toward getting things done and will seek out additional responsibilities that may go beyond the scope of their formal job description.
Driven by an underlying curiosity and desire to know more about people, things or issues. This involves going beyond routine questions and includes digging or pressing for exact information and/or resolving discrepancies by asking a series of questions or conducting less-focused environmental scanning for opportunities or miscellaneous information that may be used in the future.
Develops and maintains long-term relationships with others and excels at building and maintaining friendly interactions, establishing credibility and building rapport with individuals and networks of contacts
Demonstrates a determination to achieve ever-increasing levels of performance. Sets high standards and challenging goals for new accounts, financial targets, customer service and themselves. Maintains a constant focus on exceeding objectives.
Able to deal effectively with pressure, maintains focus and intensity and remains optimistic and persistent even under adversity. Demonstrates the ability and propensity to recover quickly and maintain self-control following setbacks, rejections and conflict.
3-5+ years claims experience with a carrier, TPA, or broker preferred.
Knowledge of general liability, workers' compensation, property, crime, inland marine, group automobile,fiduciary and related lines of business.
Ability to communicate professionally and with confidence to C-Suite in various industries.
Strong analytical and problem-solving skills.
Excellent communication and presentation skills.
Strong negotiation and organizational skills.
Strong computer skills including MS office suite, Excel and PowerPoint.

Nice To Haves

Experience with Sagitta and ImageRight is a plus.
College degree in Insurance or related field preferred.
P&C producer license preferred but not required.

Responsibilities

Acts as a liaison between the organization, insurance provider and client regarding the status and eligibility for coverage for all relevant claims
Receives and processes information for first report of claim from the client, either by phone or email
Gathers information from client/claimant, and analyzes coverage and discusses reporting to carrier
Processes claim with carrier or assists client with gathering data required by company to settle a claim
Informs client about his duties and responsibilities as well as advises client of company’s procedures and acknowledges all claims in writing
Maintains proper claim file documentation including claim notes, correspondence, faxes and emails in Sagitta/ImageRight
Monitors and follows up on outstanding claims, updates accounts as necessary, answers inquiries, and makes recommendations for resolution
Reviews and researches questionable coverage decisions and reports all claims denials to management and/or the account team
Assumes ownership of customer concerns and feedback until a resolution is successfully accomplished
Complies with all internal procedures and practices while demonstrating the ability to meet service performance and quality standards
Participate in client meetings and claim reviews via conference/video calls
Contributes to a team effort by accomplishing related results as needed
Coordinating loss runs and other client claim information with service teams.
Intake new claims.
Document client activity in Sagitta and ImageRight system.
Provide status progress reports to clients and account team.
Complete various reports via systems and templates.

Benefits

Generous Paid Time off
Managed PTO for salaried/exempt employees (personal time off without accruals or caps); 22 PTO days starting out for hourly/non-exempt employees; 12 company-observed paid holidays; 4 early-close days
Generous leave time options: Paid parental leave, pregnancy disability and bonding leave, and organ donor/bone marrow donor leave
Generous employee referral bonus program of $1,500 per hired referral
Employee recognition programs for demonstrating EPIC’s values plus additional employee recognition awards and programs (and trips!)
Employee Resource Groups: Women’s Coalition, EPIC Veterans Group
Professional growth & development: Mentorship Program, Tuition Reimbursement Program, Leadership Development
Unique benefits such as Pet Insurance, Identity Theft & Fraud Protection Coverage, Legal Planning, Family Planning, and Menopause & Midlife Support
Additional benefits include (but are not limited to): 401(k) matching, medical insurance, dental insurance, vision insurance, and wellness & employee assistance programs
50/50 Work Culture: EPIC fosters a 50/50 culture between producers and the rest of the business, supporting collaboration, teamwork, and an inclusive work environment. It takes both production and service to be EPIC!
EPIC Gives Back – Some of our charitable efforts include Donation Connection, Employee Assistance Fund, and People First Foundation