Claims Workforce Management Analyst

AAA • East Providence, RI

2d

About The Position

This position supports the Claims Business Unit by managing claim volume distribution and optimizing operational workflows. A key focus of the role is forecasting staffing needs across claims units, leveraging historical claim data and segmentation analysis to ensure adequate resources for current and future demand. Under limited supervision, works within specific limits and authority to resolve claims with well-defined procedures.

Requirements

• Bachelors Equivalent combination of education and experience
• Knowledge of fault assessment, negligence and subrogation principles required.
• Knowledge of Microsoft Office suite, general computer software and claims software.
• Organization and planning recognition skills required.
• Oral and written communication skills required.
• Interpersonal skills required.

Nice To Haves

• 2 or more years of experience within the Claims operations or equivalent business unit.
• Analytics background.
• Working knowledge of claims administration best practices and procedures.
• Proficiency in ClaimsCenter and Microsoft Office software products, including Outlook, Word, Excel and Teams required.

Responsibilities

• Create, maintain, and update real-time Claims Volume Reports using ClaimsCenter data and reporting tools to monitor claim/exposure trends and ensure equitable workload distribution across claims units.
• Maintain Workforce Management tools, including agent profiles, Self-Serve capabilities, and exception setups, ensuring accurate routing and compliance with staffing requirements.
• Monitor claim volume and adjust administrative functions in ClaimsCenter based on unit calendars; manage overflow assignments and segmentation adjustments as needed.
• Evaluate and negotiate within settlement authority with insureds and claimants to resolve first and third-party claims in multiple markets.
• Demonstrate proficiency with estimates, property, material damage, liability, total loss evaluations, analysis of claims, claims technology, and tool usage.
• Coordinate with internal and external departments as required.
• Respond quickly to customer needs and inquiries.
• Overtime and holiday hours may be required

Benefits

• Health coverage for medical, dental, vision
• 401(K) saving plan with company match AND Pension
• Tuition assistance
• PTO for community volunteer programs
• Wellness program
• Employee discounts (membership, insurance, travel, entertainment, services and more!)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 101-250 employees