Claims Specialist

Dutch Bros Coffee•Phoenix, AZ

4d•Hybrid

About The Position

The Claims Coordinator supports the administration of claim reporting, processing, investigation, record-keeping, and mitigation. Under the direction and supervision of the Risk & Claims Manager, the position will perform administrative duties in support of the claims function for enterprise-wide programs such as Workers’ Compensation, Property, Automobile, and General/Products Liability. This role maintains working relationships within the organization and with external partners such as brokers, insurers, and outside counsel. This role may also support process improvement efforts and training documentation within the department.

Requirements

High school diploma/GED equivalent or higher and a minimum of one year of administrative or clerical support experience, required.
Basic understanding of confidentiality and privilege considerations related to claims and litigation matters, required.
Strong verbal and written communication skills for interactions with brokers, claim administrators (TPAs), outside counsel, business partners, and internal field operations, required.
Strong attention to detail and organizational skills, with the ability to prioritize work and respond to multiple demands while meeting time-sensitive claims deadlines, required.
Ability to function in a multi-system environment, including Microsoft 365 tools (Outlook, Teams) and department software applications such as Smartsheet, required.
Ability to work independently while managing multiple priorities in a fast-paced environment.
Strong analytical and problem-solving skills.
Strong computer literacy and data entry accuracy across multiple business systems and applications.
Working proficiency with AI and automation tools to improve efficiency and reduce manual work.
Must be able to work in a busy, crowded, and loud office with frequent distractions and interruptions.
Must be able to collaborate in-person with occasional impromptu in-person meetings.
Adaptability to typical office conditions, which may include exposure to air conditioning, heating, artificial lighting, and varying noise levels.
Ability to sit, stand, reach, twist, stretch, and work at a desk for long stretches.
Must be able to occasionally move or lift office items up to 25 pounds.
Hearing must be sufficient or correctable to ensure clear understanding of spoken information, including participating in virtual meetings and phone calls. Use of hearing aids or other assistive devices is acceptable if needed.
Ability to read and write in English is essential for processing documents, drafting reports, and following up on necessary actions. Proficiency in written communication is required to handle job-related tasks effectively.
Vision must be adequate or correctable to perform essential job duties, such as reading documents on a computer screen and using other visual tools. Use of corrective lenses or other measures to meet visual requirements is expected if needed.
Must be proficient in operating a computer and other office productivity tools such as printers, scanners, and collaboration software.
Must possess strong verbal and written communication skills to interact effectively with team members, clients, and other stakeholders via email, video conferencing, and other in office communication tools.

Nice To Haves

1–3 years of experience in claims handling, preferred, ideally within Workers' Compensation or General Liability; familiarity with auto, property, and professional lines coverages a plus.

Responsibilities

Support the incident/claims process for enterprise-wide programs such as but not limited to Workers’ Compensation, Property, Automobile, General/Products Liability, etc.
Collect claim information for property damage, workers’ compensation or general liability claims, ensuring proper documentation is received from internal and external partners.
Support the daily processing of claims relating to Workers’ Compensation, Casualty, Automobile Liability, and other Corporate Risks.
Maintain and progress a pending caseload across several lines of coverage.
Track open claims and follow up consistently to move items forward.
Maintain consistent, timely responses to external communications (phone/email).
Work collaboratively with other teams and departments on claims-related matters.
Maintain and update Risk Management Information Systems to ensure claims data is accurate, standardized, and reporting-ready for leadership review.
Support the Risk & Claims Manager in communicating and monitoring incident/claims reporting and handling processes and procedures.
Utilize approved AI and automation tools (e.g., Microsoft Copilot) to support daily administrative tasks such as drafting routine communications, summarizing documentation, and creating templates, improving efficiency and consistency in claims processing.
Communicate with internal field operations management regarding timely claim reporting and case/claim status updates.
Assist, under the direction of the Risk & Claims Manager, in developing guidelines and procedures for incident reporting and claims handling.
Collaborate in developing, communicating, educating, and monitoring of incident/claims reporting & handling processes and procedures.
Assist, under the direction of the Risk & Claims Manager, with complex and ongoing claims and litigation matters.
Act as liaison with internal field operations management on timely claim reporting, identification of trends, case/claim management, and finalization/claim settlement.
Special projects and other duties as needed.