Complex Claims Specialist - 1st Party Property

Hiscox•Chicago, IL

1d•$100,000 - $120,000•Hybrid

About The Position

Hiscox USA underwrites small- to mid-market commercial risks through brokers, other insurers and distribution partners and directly to businesses. In 2023, gross written premiums for the segment will represent over $1bn. Approximately 50% of the portfolio comprises small commercial business sold either online or through intermediaries, and the remaining 50% represents traditionally traded business intermediated through broking partners for Property and Casualty and Specialty Lines, including Professional Liability, Cyber, Technology and Media & Entertainment. Hiscox USA has built the digital business through ongoing investment in the brand, technology and operational capabilities. The business has pursued an omni-channel approach from its inception and is less constrained by the channel conflict that affects some competitors. Customers have a choice of buying policies online end-to-end, by connecting with a Hiscox agent over the telephone, or alternatively through a third-party broker or insurance carrier partner. The business follows an ‘all roads lead to Hiscox’ philosophy, ensuring it is available to do business with target customers whichever way they choose. The Hiscox US Claims team is a dynamic and growing group of technically minded professionals working together to provide superior customer service, through exemplary claims handling leading to positive claim outcomes. The Claims staff is empowered to manage their claims within given authority to provide fair and fast resolution of claims for our policy holder and broker partners. With strong growth across the US business, the Claims team is focused on delivering first in class claims service while reinforcing Hiscox’s strong brand built on a long history of outstanding claims handling. The Complex Claims Specialist – 1st Party Commercial Property manages the most serious and complex commercial property claims, typically involving moderate to high exposure of $100k and above. Responsibilities include navigating challenging customers, addressing complex coverage issues, and handling Entertainment claims. Serving as an informal team leader, the Specialist supports day-to-day team operations and helps run the team when the AVP is unavailable. Success in this role requires strong technical claims expertise, excellent customer service, the ability to de-escalate difficult situations, and a data-driven approach to improving key performance metrics and leading the team through change.

Requirements

5+ years of experience handling commercial claims
5+ years of 1st-party commercial property claims experience, including business income, business personal property, and building coverage
Expertise in claims handling practices, including coverage analysis, evaluation, and negotiation
Excellent analytical, critical-thinking, and communication skills
Strong ability to build engagement, rapport, and relationships with customers and business partners
Advanced analytical skills to evaluate coverage and develop and execute claim-handling strategies that drive optimal outcomes
Strong technical capability to address complex coverage and damage issues
Demonstrated commitment to excellent customer service
Ability to manage claim volume efficiently while meeting quality and timeliness standards
Experience providing hands-on training, mentoring, and knowledge sharing
Active insurance adjuster license(s), or willingness to obtain required licenses

Responsibilities

Demonstrated experience handling Entertainment claims
Ability to manage a high-volume, high-exposure claim inventory
Provide prompt, timely responses to escalations
Knowledge of how to respond to Department of Insurance complaints
Strong desk management, time management, and organizational skills
Deliver a high standard of customer service
Maintain a strong understanding of coverages available under the BOP and Entertainment policies
Manage litigated claims effectively in partnership with Legal and external counsel
Build collaborative relationships across Claims leadership, Claims teams, and other business partners
Mentor and coach team members
Serve as the escalation point for customer and broker concerns, driving efficient and effective resolution

Benefits

Competitive salary and bonus (based on personal & company performance)
401(k) with competitive company matching
Comprehensive health insurance, vision, dental and FSA plans (medical, limited purpose, and dependent care)
Company paid group term life, short- term disability and long-term disability coverage
24 Paid time off days, 2 Hiscox Days, 10 paid holidays, and ability to purchase 5 PTO days
Paid parental leave
4 week paid sabbatical after every 5 years of service
Financial Adoption Assistance and Medical Travel Reimbursement Programs
Annual reimbursement up to $600 for health club membership or fees associated with any fitness program
Company paid subscription to Headspace to support employees’ mental health and wellbeing
Recipient of 2024 Cigna’s Well-Being Award for having a best-in-class health and wellness program
Dynamic, creative and values-driven culture
Modern and open office spaces, complimentary drinks