About The Position
CNA is seeking a Complex Claims Specialist for its Cyber, Technology, Media, Miscellaneous Professional Liability (MPL), and Fidelity claim team. The role primarily handles Cyber, Technology, Media, and MPL claims across primary and excess policies and a diverse portfolio of businesses and industries. This individual-contributor position works under moderate direction and within defined authority limits, managing commercial claims with low to moderate complexity and exposure. The specialist investigates and resolves claims in accordance with company protocols, quality standards, and customer-service expectations, while communicating regularly with customers and insureds. The role may be dedicated to specific accounts and requires organization, adaptability, urgency, and strong verbal and written communication skills. The position typically reports to a Manager or above. It may include mentoring or coaching less experienced claim professionals, as well as additional duties as assigned.
Requirements
- Bachelor’s degree or equivalent experience.
- Typically at least four years of relevant experience, preferably in claim handling or at a law firm.
- Candidates who have completed the CNA Claim Training Program may be considered with two years of claim-handling experience.
- Must have, or be able to obtain and maintain, an Insurance Adjuster License within 90 days of hire where applicable.
- Solid working knowledge of the commercial insurance industry, products, policy language, coverage, and claim practices.
- Strong verbal and written communication skills, including the ability to build positive working relationships and present or summarize information for customers, claimants, and senior management.
- Ability to develop collaborative relationships with internal and external work partners.
- Ability to exercise independent judgment, solve moderately complex problems, and make sound business decisions.
- Investigative experience, analytical mindset, and critical-thinking skills.
- Strong work ethic, time-management, and organizational skills.
- Ability to manage multiple priorities in a fast-paced, collaborative environment while maintaining productivity.
- Developing ability to negotiate low- to moderately-complex settlements.
- Adaptability in a changing environment.
- Knowledge of Microsoft Office Suite and ability to learn business-related software.
- Ability to value diverse opinions and ideas.
Nice To Haves
- Juris Doctor (JD).
- Experience handling claims or legal matters involving Cyber, Technology, Media, or MPL.
- Professional designations, such as Chartered Property Casualty Underwriter (CPCU).
Responsibilities
- Manage an inventory of low- to moderate-complexity and exposure claims by verifying policy coverage, conducting investigations, developing and implementing resolution strategies, and authorizing disbursements within authority limits.
- Provide professional and effective customer service to insureds, claimants, and business partners; meet quality and cycle-time standards; provide timely updates; and respond promptly to inquiries and information requests.
- Verify coverage and establish timely, adequate reserves by interpreting policy language, consulting coverage counsel on more complex matters, estimating claim values, and following claim-handling protocols.
- Investigate claims to determine compensability, liability, and covered damages by gathering relevant information and documents and working with experts or other parties as needed.
- Establish and maintain working relationships with internal and external partners, suppliers, and experts, and collaborate with resources needed to resolve claims.
- Determine liability and compensability, negotiate settlements, authorize claim disbursements within authority limits, and escalate matters to a manager as appropriate.
- Manage expenses by resolving claims timely and accurately, selecting and overseeing appropriate resources, and delivering high-quality service.
- Identify possible subrogation or fraud and refer claims to appropriate Recovery or Special Investigations Unit resources.
- Meet quality standards by following company guidelines, meeting quality and cycle-time targets, maintaining proper documentation, and issuing appropriate claim disbursements.
- Comply with state and local regulatory requirements and stay current on applicable commercial insurance laws, regulations, and trends.
- May mentor or coach less experienced claim professionals and perform additional duties as assigned.
Benefits
- Comprehensive and competitive benefits package intended to support employees’ and family members’ physical, financial, emotional, and social wellbeing.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
