Bond Claims Agent

Claims Management Specialist

This position is directly responsible for the support of the Bond and Property & Casualty product lines for claims. This encompasses working with underwriters, financial institutions and risk management on claims, tracking loss trends, and escalations. This role will create best practices for how they complete & hand-off claims to the carrier. This position will be responsible for managing discussions bi-monthly with carrier partners on claim file downloads. Assist Claims Director in setting annual loss ratio goals and tracking against progress. Manage escalated complaints and claims and provide recommendation to Director of Claims for remediation. Manages training for account managers and administrative assistants on claims inbox.

Management of Claims

• Manage loss scenarios with financial institutions and Risk Management Dept.
• Review and verify policies are in force.
• Direct policyholders what policy and insuring agreement may be triggered, the policy reporting requirements, policy conditions and exclusions and deductibles.
• Manage the Bond Claims inbox, triage, and prioritize incoming emails.
• Manage new claims in TAM by creating items in TAM that the team will work on.
• Monitor and facilitate communication between the financial institution leader and the adjuster as needed, additional follow up as needed.
• Coordinate claims decision calls for financial institution partners & carrier's legal department for high level litigation documents.
• Advocate for the credit union to get the most favorable outcome.
• Review policy insuring agreements, based on the loss, in order to speak on behalf of the financial institution to the insurance carrier to ensure the claims are filed correctly.
• Work with insurance carrier to determine covered loss or declinations.
• When litigation, ensure insurance carrier has hired legal representation.
• When no legal representation, advise to attain outside council.

Claims Assessment

• Manage financial institutions partners on claims issues with carriers. (Denial disputes, coverage issues, lack of contact, follow up on individual claims to ensure the carrier is handling in a timely manner when requested.) Review carrier coverage positions/claim denials.
• Manage the insurance carriers claims that have been registered and be the liaison between both parties.
• Monitor the discussion with Account Executives and Producers in claims when necessary and provide coverage or denial letters.

Agency Management System

• Document (attach in TAM) claim acknowledgements, denials, closings, (all documentation) received from carriers.
• Document (attach in TAM) all claim submissions to carriers. Including all Plastic card, and P&C insurance claim submissions.
• Subject matter expert, liaison, and project manager in CenterPoint for Bond Claims in conjunction with Allied Solutions development team and insurance carrier partners.
• Manage escalated claim issues and work with point of contact at the insurance carrier.
• Monitor claims with each carrier to ensure adjusters request close-out documentation promptly and settle in a timely manner.

Coordination and Collaboration

• Support various functions within the Bond division by partnering with internal teams to enhance workflow efficiency, address operational needs, and assist with key departmental initiatives.
• On call support for clients and financial institutions to answer questions for CenterPoint.
• Onboard new clients into CenterPoint to set them up in CenterPoint.
• Act as a liaison between tech support and 1st and 3rd party when IT issues arise.
• Facilitate Plastic Card automation enrollment.
• Participate in regional and business unit claims meetings.

Qualifications (Education, Experience, Certifications & KSA)

• High School Diploma or GED Required, Bachelor's Degree preferred.
• Property and Casualty license is preferred.
• Adjusters license is preferred.
• 3 4 years of relevant work experience required.