Claims Resolution Manager

7 days ago

Brea, California, United States CNA Full time

At CNA, we are seeking a skilled Claims Resolution Manager to join our team.

Job Summary:

The Claims Resolution Manager is responsible for managing complex commercial claims, ensuring timely and adequate reserves, and providing exceptional customer service.

Key Responsibilities:

  1. Manages an inventory of highly complex commercial claims, with large exposures that require a high degree of specialized technical expertise and coordination.
  2. Ensures exceptional customer service by managing all aspects of the claim, interacting professionally and effectively, achieving quality and cycle time standards, providing timely updates and responding promptly to inquiries and requests for information.
  3. Verifies coverage and establishes timely and adequate reserves by reviewing and interpreting policy language and partnering with coverage counsel on more complex matters.
  4. Leads focused investigation to determine compensability, liability and covered damages by gathering pertinent information, such as contracts or other documents, taking recorded statements from customers, claimants, injured workers, witnesses, and working with experts, or other parties, as necessary to verify the facts of the claim.
  5. Resolves claims by collaborating with internal and external business partners to develop, own and execute a claim resolution strategy, that includes management of timely and adequate reserves, collaborating with coverage experts, negotiating complex settlements, partnering with counsel to manage complex litigation and authorizing payments within scope of authority.
  6. Establishes and manages claim budgets by achieving timely claim resolution, selecting and actively overseeing appropriate resources, authorizing expense payments and delivering high quality service in an efficient manner.
  7. Realizes and addresses subrogation/salvage opportunities or potential fraud occurrences by evaluating the facts of the claim and making referrals to appropriate Claim, Recovery or SIU resources for further investigation.
  8. Achieves quality standards by appropriately managing each claim to ensure that all company protocols are followed, work is accurate and timely, all files are properly documented and claims are resolved and paid timely.
  9. Keeps senior leadership informed of significant risks and losses by completing loss summaries, identifying claims to include on oversight/watch lists, and preparing and presenting succinct summaries to senior management.
  10. Maintains subject matter expertise and ensures compliance with state/local regulatory requirements by following company guidelines, and staying current on commercial insurance laws, regulations or trends for line of business.
  11. Mentors, guides, develops and delivers training to less experienced Claim Professionals.

Requirements:

  1. Thorough knowledge of the commercial insurance industry, products, policy language, coverage, and claim practices.
  2. Strong communication and presentation skills both verbal and written, including the ability to communicate business and technical information clearly.
  3. Demonstrated analytical and investigative mindset with critical thinking skills and ability to make sound business decisions, and to effectively evaluate and resolve ambiguous, complex and challenging business problems.
  4. Strong work ethic, with demonstrated time management and organizational skills.
  5. Ability to work in a fast-paced environment at high levels of productivity.
  6. Demonstrated ability to negotiate complex settlements.
  7. Experience interpreting complex commercial insurance policies and coverage.
  8. Ability to manage multiple and shifting priorities in a fast-paced and challenging environment.
  9. Knowledge of Microsoft Office Suite and ability to learn business-related software.
  10. Demonstrated ability to value diverse opinions and ideas.
  11. Bachelor's Degree or equivalent experience.
  12. Typically a minimum six years of relevant experience, preferably in claim handling.
  13. Must have or be able to obtain and maintain an Insurance Adjuster License within 90 days of hire, where applicable.
  14. Prior negotiation experience.
  15. Professional designations preferred (e.g. CPCU).

About CNA:

CNA is a leading insurance company that provides a range of insurance solutions to individuals, businesses, and organizations.

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