Claims Analyst II/III (Residential Property)

In the spirit of our Company’s mission, values, and culture, the duties listed below serve as illustrations of the various types of work that may be performed by our Claims Analyst II’s and III's. We may also expect our Claims Analyst II’s and III's to carry out other responsibilities that are similar, related, or a logical assignment to this job class.

• Provides exceptional service to Harbor Claims external and internal customers; utilizes tact, diplomacy and professional communication skills to positively represent Harbor Claims in telephone and email contacts; per Company claims guidelines, Company quality and time standards and governmental regulations, appropriately and correctly responds via telephone and email interactions to a wide range of policyholders’, agents’ and third party representatives’ claims, policy and other related inquiries and issues; as assigned, handles FNOL communication and/or communicates with and is highly responsive to customers on assigned pending claims files on an ongoing basis.

•  Within designated levels of authority and required time frames, successfully coordinates with field adjusters and provides professional and responsive assistance and follow-up inquiries on pending claims to independent and/or Harbor Claims field adjusters; develops and maintains effective working partnerships with independent and Company field adjusters to ensure prompt and appropriate claims’ actions, including thorough review of field reports provided by field adjusters. 

• As required, requests, obtains, reviews, and evaluates outside experts’ (including engineers, construction contractors, other subject matter experts, and attorneys) opinions and/or information; confers with these experts to gain technical expertise and insight to produce prompt and fair determinations in the resolution of claims.

• Within designated authority levels, required time frames and adeptly utilizing assigned tools, appropriately investigates claims; analyzes claims information to determine appropriate settlement, as applicable; as necessary, interviews and records statements of claimants and witnesses to gather pertinent information; communicates with claimants regarding settlement and effectively negotiates, when necessary; settles claim and closes files; as per Company and Carrier quality and time standards and pertinent regulatory requirements, issues accurate loss and/or adjusting payments; when outside scope of authority, clearly communicates pertinent information regarding files and works with management and team to ensure prompt resolution of claims.

•  Maintains exceptionally thorough, accurate claims files in compliance with governmental regulations and Company standards; efficiently and effectively utilizes multiple Carrier and Harbor Claims Information Systems/Programs to accurately maintain Claims files and file diaries. 

• Reviews assigned files for subrogation potential; as warranted, identifies potential subrogation opportunities; clearly communicates findings to subrogation specialist and provides follow-up assistance and support, as necessary.

•  Actively contributes as a member of the Harbor Claims Team by providing assistance and support to assigned claims, underwriting, customer support, product, sales and/or other team members; as requested, researches policy, coverage, and eligibility provisions on a variety of situations and provides results to appropriate internal and/or external contacts.

•  Depending on progressive series level, spearheads, participates in and/or assists with “special” Company projects, as directed.

Strong skill sets in the following areas:  Ability to effectively read people and situations; active listening; asking productive questions/ability to apply learned Information to related or similar situations; conceptual orientation; diffusing and appropriately managing escalated customer conversations/ communications/ situations; effective decision-making; effective utilization of advanced investigation techniques; effective utilization of alternative dispute resolution measures; information and financial review and analyses; interpersonal communication; negotiation; organization; problem analyses/solving; productivity; time management / working under tight deadlines /thrive in a fast-paced work environment; verbal communication; written communication.

Strong knowledge of: Thorough understanding of personal lines products, including residential homeowners and personal umbrella products; understanding Of property-related (1st party) principles, practices, processes and terminology; business writing; grammar; and punctuation rules; desktop computer operations; standard business software and web-based engine operations (e.g., Microsoft Word, Microsoft Excel, Microsoft Outlook, and Internet Explorer); technical research resources, including but not limited to PLRB ISO and claims search; telephone and email business etiquette rules; Xactimate.

For internal candidates applying to a Claims Analyst II position:  Four or more years of residential property (1st party) experience or equivalent. Must hold a current 6-20 Claims Adjuster or equivalent (for other applicable states) license, as required by job opening. 

For internal candidates applying to a Claims Analyst III position: Eight or more years of residential property (1st party) experience or equivalent. Must hold a current 6-20 Claims Adjuster or equivalent (for other applicable states) license, as required by job opening.