Senior Property Claim Specialist

Senior Claims Specialist – Virtual Property Team Adjuster 

Description

We are seeking a Senior Property Claims Specialist to join our Virtual Property Desk team, handling claims throughout North America. This role is based in Phoenix, AZ, and requires in-office work at our Phoenix Claims Center. The position is focused on desk claim handling, delivering exceptional customer service, and using virtual scoping and estimating tools, and AI-enabled technology to efficiently assess and resolve property losses. The successful candidate will be comfortable working in a digitally enabled environment, adaptable to change, and committed to delivering a best-in-class customer experience through innovation, accuracy, and efficiency.

Responsibilities:

• Analyze initial reports and promptly reach out to insured parties with a high priority on first day contact. 
• Manage claims conducting virtual inspections, utilizing AI, and other virtual tools along with utilization of approved vendors to fully assess and adjust property losses. 
• Ensure virtual inspections are completed of properties to include investigating facts, evaluating damages, and writing estimates.  
• Investigate and adjust both personal and commercial property claims with exposures up to $500,000
• Effectively evaluate contract language and identify coverage issues
• Promptly and appropriately develop the claim file to provide accurate and timely investigation and loss analysis
• Maintain an active file diary to move file toward resolution
• Utilize digital technology to evaluate damage and scope and estimate virtually (e.g., using PLNAR) and compose estimates (e.g., Cotality Claim estimating platform). 
• Recognize and pursue recovery
• Adhere to all statutory and regulatory fair claims practices.
• Recognize and identify potential fraudulent claims.
• Effectively control the use, work product, and expenses of outside vendors.
• Effectively evaluate claim facts and negotiate claim settlements.
• Be available for on call rotation during weekends and weekdays during times of heavy volume
• Supports workload surges and/or Catastrophe Operations as needed to include working overtime during designated CATs.
• Establish and maintain rapport with business partners including insureds, agents, and underwriters
• Provide best in class service to a diverse client base that results highly satisfied clients

• Exceptional Customer Service Abilities: Demonstrated commitment to delivering north star, best-in-class service to clients by addressing concerns promptly, professionally, and with empathy. Skilled in managing difficult conversations with clarity and composure while maintaining positive rapport. Consistently earns highly satisfied customer feedback (e.g., via survey responses and positive ad hoc customer commentary), reflecting a strong customer-first mindset.

• Strong Organizational and Time Management Skills: Proven ability to manage multiple claims simultaneously, prioritizing tasks effectively to meet deadlines. Ability to maintain detailed and organized claim files that facilitate quick reference and decision-making.

• Excellent Verbal and Written Communication Skills: Ability to articulate complex ideas clearly and concisely in both verbal and written formats. Proficient in drafting comprehensive reports and correspondence that comply with legal and company standards, ensuring clear communication with clients, colleagues, and vendors.

• Proficiency in Investigation Techniques: Strong understanding of investigative methodologies, including how to gather, analyze, and interpret relevant information to assess claims accurately. Familiarity with evidence collection processes and conducting interviews to establish facts. 

• Technology Fluency and Digital Mindset: Demonstrates strong technological aptitude and the ability to effectively use virtual scoping and AI tools to validate scope, assess damages, and develop accurate estimates, to support efficient and thorough claim handling.

• Adaptability to Change: Capable of maintaining effectiveness in rapidly changing environments, particularly during workload surges or crisis situations. Ability to remain calm and make informed decisions under pressure, contributing to efficient operations during