Senior Triage Specialist (aka Senior Claims Intake/FNOL Specialist)

Brookfield Wealth Solutions, Ltd•Richmond, VA

60d•$29 - $41•Onsite

About The Position

We are looking for a highly capable Senior Triage Specialist (aka Senior Claims Intake/FNOL Specialist) to join our team and work one of the following offices: Omaha, Los Angeles, , Chicago, Richmond, Albany, or New York City. We work together in the office five days a week in order to strengthen our culture, build team connections, and drive profitability. This position reports into the Triage Director, who works from Colorado. The Senior Triage Specialist responsibilities will be split between adjudicating fast track claims handling and providing robust clerical triage support. This role is well positioned to move into Claims Trainee positions when they become available to grow their professional career in the insurance industry. We are in the process of enhancing our data capture capabilities in order to improve operational efficiency, strengthen our process governance, and enable more data driven decision making. We intend to implement a Large Language Model (LLM) that will transform the way the Triage Team performs its work. This is an ideal opportunity for candidates with experience or interest in hands-on AI implementation to modernize operations. Employees in this role are required to accurately record all hours worked and submit timesheets in accordance with company policy. Overtime may be assigned as business needs dictate, and employees are expected to work overtime when required. This is a 100% in-office position. Candidates must be able to work on-site at a designated company office during standard business hours.

Requirements

High school diploma and 6 years minimum experience (one of which must be in the insurance (or related) industry, preferably in a commercial claims department; or Completion of an associate’s degree or formal vocational or technical education and 3 years minimum experience (one of which must be in the insurance (or related) industry, preferably in a commercial claims department; or Bachelor's degree from an accredited university and 1 year minimum experience (one of which must be in the insurance (or related) industry, preferably in a commercial claims department
Must have good business acumen (i.e. understand how an insurance company works and makes money, including how this role impacts both Argo Group and our customers’ ability to be profitable).
Polished and professional written and verbal communication skills.
The ability to read and write English is required.
Intellectual curiosity – the ability to consistently consider all options and is not governed by conventional thinking.
Client focus – the ability to effectively determine specific client needs and to provide value added solutions.
Strong interpersonal skills, good judgment and be capable of communicating with a diverse range of individuals.
A strong focus on execution in getting things done right.
Proven ability to consistently produce and deliver expected results to all stakeholders by: Finding a way to achieve success through adversity. Being solution (not problem) focused
Ability to develop and maintain productive relationships with clients, business partners and organizational peers with a focus on timely and meaningful exchanges of information.
Detail oriented with initiative and the ability to work independently in a fast-paced environment.
Excellent analytical skills.
Proficient in the use of computer programs, including Word, Excel, and Outlook.
Must demonstrate a desire for continued professional development through continuing education and self-development opportunities.
Ability to prioritize workload and handle multiple tasks.

Nice To Haves

The ability to also read and write Spanish fluently is not required but preferred.
Experience working with Guidewire and/or ClaimsCenter strongly preferred, but not required.
Experience creating structured and clear prompts deliver accurate and reliable results from a LLM is preferred but not required.

Responsibilities

Under close supervision and technical direction, works within narrowly defined limits and authority, provide clerical support to claims adjusters to facilitate timely and accurate management of commercial claims.
Responsible for making adjustments to solve problems.
Expected to independently propose solutions to problems through drawing from prior experiences, with analysis of the issue.
Learn and develop an understanding of the insurance marketplace, including policy contract language and intent.
Update new and existing claims in claims database and contact brokers as needed.
Actively manage fast track caseload.
Manage diary and complete tasks to ensure that cases move to the best financial outcome and timely resolution.
Properly set initial claim reserves.
Screen all incoming phone calls, assess and assign out to proper party.
Retrieve and work general voice mailbox
Prepare written correspondence
Electronic and paper filing as needed.
Determining coverage and adjuster assignment.
Investigating the claim - this requires calling the claimant, insured
Processing mail and prioritizing workload.
Technical information gathering, through ordering reports, contacting police departments for vehicle/ equipment recovery.
Responsible for telephone calls from various parties (insured, claimant, etc.).
Have an appreciation and passion for strong claim management.