Claims Specialist

Summary:
The Claims Specialist plays a critical role in advancing resident satisfaction and strengthening organizational success by providing responsive, first-line claims support and proactive early intervention. As a trusted member of the Risk Management team, this position ensures that general liability and renter’s insurance matters are handled with accuracy, fairness, and empathy, directly supporting both operational efficiency and resident trust.

In this highly collaborative role, the Claims Specialist serves as the primary point of contact for residents, property teams, and external partners, including third-party administrators (TPAs), brokers, and outside counsel. Success in this role requires being detail-oriented, customer-focused, and capable of balancing service with efficiency. With authority to independently resolve claims, the Specialist applies sound judgment and discretion while also supporting property claims, subrogation efforts, and insurance program processes.

This is a growth-oriented opportunity for an adaptable and proactive professional who thrives in a team-driven environment and is eager to gain exposure to more complex claims and broader risk management strategies.

Essential Duties:

Claim Intake & Triage
• Serve as the first point of contact for incident reports, determining appropriate resolution paths including internal resolution, escalation, or carrier/legal involvement.
• Collect, analyze, and organize claim information to support early intervention and resolution strategies.

Claims Handling & Resolution
• Independently assess and resolve claims within established authority limits, including property damage and early settlement opportunities.
• Develop fair and cost-conscious resolution strategies that prioritize resident satisfaction and organizational goals.
• Negotiate settlements, coordinate reimbursements, and secure releases, escalating only complex or sensitive matters to leadership.
• Guide residents and property teams on insurance decisions, ensuring clear and accurate communication throughout the claims process.

Communication & Customer Support
• Provide empathetic, professional communication with residents, property teams, and vendors.
• Deliver timely status updates and explain next steps in accessible terms.
• Ensure prompt responses to all stakeholder inquiries, promoting a seamless claims experience.

Claims Operations & Process Management
• Maintain accurate and compliant claim files and documentation in the Risk Management Information System (RMIS).
• Support property subrogation efforts by gathering documentation and coordinating with vendors.
• Review certificates of insurance (COIs) and track waivers to ensure compliance.
• Maintain and update the Claims Handling Playbook, incorporating approved revisions.
• Route and process claim-related invoices, ensuring timely and accurate payment.

Professional Development & Team Support
• Participate in training, team meetings, and case reviews to build expertise in claims investigation and resolution.
• Stay current on company policies, insurance procedures, and industry best practices.
• Gain exposure to broader risk management by participating in renewal strategy discussions and program management initiatives.

Additional Duties: Tasks or duties not outlined in this job description may be required to contribute to the organization's success and efficiency.

Qualifications:
Reasonable accommodation may be arranged to facilitate individuals with disabilities in fulfilling the essential duties of this role.

Education & Experience
• Associate’s degree in a related field preferred.
• Minimum of 2 years’ experience in claims handling, insurance operations, or a transferable customer service role.
• Exposure to general liability and property damage claims strongly preferred.
• Experience in property management or multi-family housing is a plus.
• Proficiency in Microsoft Office Suite; experience with claims or risk management technology platforms preferred.
• Ability to manage sensitive information with confidentiality and discretion.
• Valid driver’s license required.

Physical Requirements & Work Environment:
• Primary work performed in a professional office environment with regular computer, telephone, and mobile device use.
◦ Typical office setting includes a moderate noise level
• Occasional travel to property sites is required for on-site claim investigations and inspections.
◦ Property site visits may involve exposure to outdoor conditions, varying weather, and active construction or maintenance areas.
• Ability to work in a fast-paced environment with frequent in