Sr Claims Resolution Spec

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POST DATE 9/12/2016
END DATE 10/18/2016

DiversityWorking Howell, MI

Howell, MI
AJE Ref #
Job Classification
Full Time
Job Type
Company Ref #


Sr Claims Resolution SpecJob ID #:
8331 Location:
Howell, MIFunctional Area:
Claims SBU:
85100 - Risk Management ClaimsPosition Type:
Full - Time Education Required:
Bachelors DegreeExperience Required:
Less than 1 year Relocation Provided:
NoJob DescriptionWhere Great People Build Successful Careers.The Hanover is seeking an Sr. Claims Resolution Specialist to join our growing team in our Howell, MI office.Recognized as one of America's Best Employers by Forbes and as one of the Best Places to Work in Insurance by Business Insurance, The Hanover is proud to be among the top property and casualty insurers in the United States. The Hanover offers a collaborative environment where you'll gain new experiences and grow your career. The Hanover offers comprehensive benefits to help you stay healthy, build financial security, and maintain work/life balance. At The Hanover, you'll enjoy what you do and have the support you need to succeed.Join our winning culture and help us advance our journey to be the best company in our business.Position Summary:
Responsible for performing claim processing and payment functions on non-complex claims for one or more lines of business in multiple states. Responsible for reviewing electronic claim files for completeness. Follows procedures for gathering missing information. Within specific guidelines is responsible for outbound calls with a level of satisfaction that meets or exceeds the customer's expectations. This is accomplished by responding in a polite, professional manner, matching their needs with our services. This individual is under general supervision. Claims handled by this individual would not involve determining liability, questionable damages, investigation, personal injury or coverage issues.Responsibilities:
- Develops recognition of coverages, claim processing requirements, and related data processing systems.- Utilizing established guidelines obtains appraisals and other needed information from insured, advises insured as to proper course of action.- Records additional information/data into the company's network updating the electronic claim file.- Applies basic communication skills to interpret callers inquiries and offers options.- Sets up predetermined reserves on level 1 claim.- Makes outbound call to insured to confirm next steps.- Manages appraisal, rental, and vendor processes.- Collects and files bills/documentation and sends outbound correspondence as needed.- Confirms claim resolution and amount of payment.- Mentors and trains less experienced claims staff.- Ability to handle Claims Service Rep. activities as needed.- Handles calls from phone queue and provides claim assistance.- Ability to identify complex claims that need to be reassigned.Position RequirementsRequirements:
- Associates/Bachelor's degree preferred, high school diploma or equivalent required.- Dedicated to meeting the expectations and requirements of internal and external customers.- Understands the importance of developing and maintaining cooperative relationships with others.- Easily adapts to new, different, or changing situations, requirements, or priorities. Has an understanding and appreciation of individual differences.- Cultivates an environment of teamwork and collaboration.- Demonstrates a thorough understanding of claims process and lines of business.- Proficiency in using claims computer applications.- 0 - 1.5 years of related experience.- Proficiency in using and toggling between multiple computer applications, dual screens and MS Office products (Word/Excel).- Website navigation.- Obtain and maintain adjusting licenses in required states.- Ability to handle claims with varying complexity.- Exhibits prescribed service behaviors that include empathy, positive attitude and patience when communicating with customers.- Ability to develop solid working relationships with vendors and other business units.- Demonstrates attention to detail in order to follow up on kick start activities and gathering additional documentation.- Ability to mentor and develop others.- Strong time management and organizational skills.Physical Demands & Work Environment:
- Ability to use a personal computer, call center phone and other standard office equipment.- Ability to sit and/or stand for extended periods.- Able to perform in a dynamic environment.- Required to work on-site as needed.- Ability to work in a fast paced, changing or stressful environment.- Ability to perform work in a noisy/loud work environment.Benefits to joining The Hanover's team:
- Competitive pay and benefits, including medical, dental, life and disability insurance, generous time off with pay and adoption assistance- Retirement/401(k) program, including 100 percent company match up to first six percent of pay- Employee Stock Purchase Plan (ESPP) with 10 percent discount on company stock- Wellness programs, including non-smoker discount, weight loss programs and one-on-one counseling- Employee development/education assistance and professional/industry designation programs and reimbursement.The Hanover Insurance Group, Inc. (NYSE:
THG), based in Worcester, Mass., is the holding company for a group of insurers that includes The Hanover Insurance Company, also based in Worcester, Citizens Insurance Company of America, headquartered in Howell, Michigan, Chaucer Holdings PLC, based in London and their affiliates.The Hanover offers a wide range of property and casualty products and services to businesses, individuals, and families through a select group of independent agents across the U.S., and has been meeting its obligations to its agent partners and their customers for over 160 years. The company maintains excellent ratings from A.M. Best, Standard & Poor's and Moody's.EEO statement:
'The Hanover values diversity in the workplace and among our customers. The company provides equal opportunity for employment and promotion to all qualified employees and applicants on the basis of experience, training, education, and ability to do the available work without regard to race, religion, color, age, sex/gender, sexual orientation, national origin, gender identity, disability, marital status, veteran status, genetic information, ancestry or any other status protected by law.Furthermore, The Hanover Insurance Group is committed to providing an equal opportunity workplace that is free of discrimination and harassment based on national origin, race, color, religion, gender, ancestry, age, sexual orientation, gender identity, disability, marital status, veteran status, genetic information or any other status protected by law.'The Hanover Insurance Group does not accept unsolicited Agency resumes. The Hanover Insurance Group will not pay fees to any third party agency or firm that does not have a signed 'Employment Agency Agreement' already on file with Human Resources - The Office of Talent Management. .