Department and Location: Risk Solutions Group, Hybrid to the Mount Laurel, NJ Office

JOB SUMMARY:

Claims Advocates provide excellent customer service by ensuring all client needs are met while engaging in behaviors such as claims processing, evaluation, and resolution of claims. They build robust relationships through working to understand client needs and providing solutions that effectively protect the client's risks. In this role, the Claims Advocate will be responsible for servicing and managing a diverse book of Commercial Lines accounts.

ESSENTIAL FUNCTIONS:

This role is responsible for, although not limited to, the following job duties:

• Acts as a liaison between the organization, insurance provider and client regarding the status and eligibility for coverage for all relevant claims
• Receives and processes information for first report of claim from the client, either by phone or email
• Gathers information from client/claimant, and analyzes coverage and discusses reporting to carrier
• Processes claim with carrier or assists client with gathering data required by company to settle a claim
• Informs client about his duties and responsibilities as well as advises client of company's procedures and acknowledges all claims in writing
• Maintains proper claim file documentation including claim notes, correspondence, faxes and emails in Sagitta/ImageRight
• Monitors and follows up on outstanding claims, updates accounts as necessary, answers inquiries, and makes recommendations for resolution
• Reviews and researches questionable coverage decisions and reports all claims denials to management and/or the account team
• Assumes ownership of customer concerns and feedback until a resolution is successfully accomplished
• Complies with all internal procedures and practices while demonstrating the ability to meet service performance and quality standards
• Participate in client meetings and claim reviews via conference/video calls
• Contributes to a team effort by accomplishing related results as needed

ADMINISTRATIVE FUNCTIONS:

• Submitting first notice of loss to carriers via email or online system.
• Filing of all correspondences in ImageRight.
• Prepare open claim status reports.

REPORTS AND DATABASE MANAGEMENT:

• Document client activity in Sagitta and ImageRight system.
• Coordinate and complete Claim Summary Reports.
• Complete department tracking reports.

COMPETENCIES REQUIRED:

Customer Service Focus: Ability to build and maintain customer satisfaction through proactively addressing customer needs and concerns. Ensures the highest value of service is always provided and consistently delivers on commitments to the customer.

Influence and Persuasion: Effective in using appropriate interpersonal styles and communication methods to persuade, convince, influence and impress others to gain acceptance of a product, service, specific agenda or course of action, develop new business and to establish credibility to sustain the respect of others

Active Listening: Enhances mutual understanding in communication with others by expressing genuine interest in the content and meaning of others' messages. Asks clarifying questions to ensure understanding

Initiating Action: Self-starter and frequently takes a lead role in improving or enhancing a product or service to benefit the client and Frenkel. Will often demonstrate a sincere positive attitude toward getting things done and will seek out additional responsibilities that may go beyond the scope of their formal job description.

Information Seeking: Driven by an underlying curiosity and desire to know more about people, things or issues. This involves going beyond routine questions and includes digging or pressing for exact information and/or resolving discrepancies by asking a series of questions or conducting less-focused environmental scanning for opportunities or miscellaneous information that may be used in the future.

Relationship Building: Develops and maintains long-term relationships with others and excels at building and maintaining friendly interactions, establishing credibility and building rapport with individuals and networks of contacts

Achievement Motivation and Perseverance: Demonstrates a determination to achieve ever-increasing levels of performance. Sets high standards and challenging goals for new accounts, financial targets, customer service and themselves. Maintains a constant focus on exceeding objectives for both the client and Frenkel.

Composure and Resilience: Able to deal effectively with pressure, maintains focus and intensity and remains optimistic and persistent even under adversity. Demonstrates the ability and propensity to recover quickly and maintain self-control following setbacks, rejections and conflict.

QUALIFICATIONS:

• 3 – 5+ years brokerage experience as preferable.
• Knowledge of general liability, workers' compensation, property, crime, inland marine, group automobile,fiduciary and related lines of business.
• Knowledge of the insurance carriers and online systems preferable
• Ability to communicate professionally and with confidence to C-Suite in various industries.
• Strong analytical and problem-solving skills.
• Excellent communication and presentation skills.
• Strong negotiation and organizational skills.
• Strong computer skills including MS office suite, Excel and PowerPoint.
• Experience with Sagitta System is a plus

EDUCATIONAL REQUIREMENTS:

• College degree in Insurance or related field preferred.
• New Jersey or New York P&C license preferred
• Industry designations and relevant certifications preferred.

The national average salary for this role is $65,000 to $90,000 in base pay and exclusive of any bonuses or benefits. The base pay offered will be determined based on your experience, skills, training, certifications and education, while also considering internal equity and market data.

WHY JOIN US?

• 15th Largest Broker in US
• Voted " Best Place to Work" in the Insurance Industry
• Awesome Benefits: 401K matching, Generous Time Off Policy, Flexible Work Options, Medical, Dental, Vision, Pet Insurance, Cancer Insurance, Wellness Programs, Employee Award Programs (Trips!).

EPIC embraces diversity in all its various forms—whether it be diversity of thought, background, race, religion, gender, skills or experience. We are committed to fostering a work community where every colleague feels welcomed, valued, respected and heard. It is our belief that diversity drives innovation and that creating an environment where every employee feels included and empowered, helps us to deliver the best outcome to our clients. An Equal Opportunity/Affirmative Action Employer.

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