Who We Are:
NFP, an Aon company, is a multiple Best Places to Work award winner in Business Insurance who has also earned the WORK180 employer endorsement. We are an organization of consultative advisors and problem solvers. We help companies and individuals around the globe address their most significant risk, workforce, wealth management and retirement challenges through custom solutions and a people-first approach. To learn more, please visit: https://www.NFP.com.
Summary:
The Vice President – Commercial Auto Claims is responsible for providing claims advocacy and account management services to clients involving moderate, complex and catastrophic claims. This position is the claims contact/liaison/advocate between the client, carrier and NFP. Their primary purpose is to assure that our clients receive exceptional service, maximization of policy coverage, in-depth advice and claims advocacy in a timely and effective manner. This will be accomplished by adhering to claims best practices, implementation of effective and consistent claims service programs and direct participation in and oversight of collaborative claims resolution strategies. This position requires significant auto claims experience, expertise in written and verbal communications, a high level of organization and the ability to work in an independent setting.
Roles & Responsibilities:
- Advocate for clients by providing expert auto claim oversight for commercial claims.
- Interact with clients, their representatives, carriers, carrier experts and consultants, producers, account managers and others to advocate on behalf of our clients.
- Responsible for promptly resolving client claim issues and communicating resolution to appropriate stakeholders.
- Prompt notification to Sale and Service team, Claim Leaders and others of large reserve changes in excess of $100,000.
- Thorough and prompt documentation and maintenance of EPIC claim file system including claim updates, interactions with clients, carriers, etc. to have a thorough history of the events that happen throughout the life of the claim as well as attach emails and other documents to the EPIC claim file using the naming convention.
- Conduct research on coverage to address claim issues that arise and collaborate with client and their representatives in coverage rebuttals.
- Attend (virtually or in-person) client meetings, including claim reviews, pre-renewals, renewal, etc.
- Assist Claim Team Leader and Sales Team to address customer claim issues.
- Assist the Auto Claim Team Leader in various projects, including the refinement of best practices, claim service programs and other ad-hoc projects.
- Occasionally participate (virtually or in-person) in new and renewal meetings to present the NFP claims platform for the purposes of confirming the value add that NFP Auto Claims Team brings to the table for prospects and clients.
- Occasionally author white papers and/or give presentations on topics clients are facings.
Education, Experience and Skills Requirements:
Education: A Bachelor’s degree. Additional insurance certifications are a plus.
Experience: A minimum of 15 years of experience in the commercial auto claims industry. Experience as a “Senior” level Claims Analyst or higher is required. Supplemental experience in commercial insurance sales and marketing are a plus.
Skills:
- Proficiency with auto insurance products, claims handling and management, and processes. Knowledge of general liability, management liability (E&O, D&O, Cyber, Crime), property and workers compensation coverages is a plus.
- Proven background of working with clients in claims service or management capacity involving complex coverage and large/catastrophic auto claims.
- High level of organizational skills with proven successful experience in managing multiple tasks and internal /external clients concurrently in a claims setting.
- Demonstrated expertise in written and verbal communications.
- Customer Service – Manages difficult or emotional client situations; Responds promptly to client needs.
- Proficiency with using broker based and carrier claims software applications. Knowledge of the EPIC system is a plus.
- Proficiency with all Microsoft Suite products including excel, outlook, word and power point.
- Proficiency in performing web-based meetings and with performing in person audio / visual presentations to small and large size groups.
- Proficiency in coordinating and performing technical claims discussions with internal and external clients.
- Proficiency in coordinating claims audits and reviews.
- Ability to stay calm, cool and collect in difficult, complex and challenging insurance matters.
- Teamwork - Balances team and individual responsibilities; Contributes to building a positive team spirit.
- Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
- Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values.
- Judgment - Exhibits sound and accurate judgment; Includes appropriate people in decision-making process.
- Motivation - Demonstrates persistence and overcomes obstacles.
- Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Sets goals and objectives; Can assist with organization and schedules other people and their tasks.
- Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
- Quality - Demonstrates accuracy and thoroughness.
- Quantity - Meets productivity standards; Completes work in timely manner.
- Adaptability - Adapts to changes in the work environment; Manages competing demands.
- Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
- Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals.; Completes tasks on time or notifies appropriate person with an alternate plan.
Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Mathematical Skills
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
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