Claims Investigator

Job Title: Claims Investigator

FLSA Classification: Non-Exempt

Department: Loss Prevention - Claims

Reports To: General Liability Claims Manager

OVERVIEW:

The Claims Investigator is responsible for conducting thorough investigations into carwash, property damage, and general liability claims occurring at our convenience store and fuel station locations. This role includes collecting evidence, conducting interviews, and supporting the efficient and fair resolution of claims. Ideal candidates will have prior investigative experience, such as in law enforcement, loss prevention, private investigation, or insurance. The investigator will work closely with the General Liability Claims Manager and may collaborate with attorneys, insurance carriers, third-party administrators, and store-level employees.

Main Responsibilities

• Conduct timely and thorough investigations into reported general liability incidents (e.g., slip/trip and falls, customer injuries, etc.)
• Conduct timely and thorough investigations into reported property damage incidents (e.g., damage caused by customers, third party vendors, etc.)
• Conduct timely and thorough investigations into reported carwash incidents (e.g., customer vehicle damage)
• Analyze facts, assess potential liability, and identify any indicators of fraud or negligence
• Document investigative findings in professional, detailed reports for use in claim evaluation and litigation support
• Coordinate with internal stakeholders and external partners (insurance carriers, TPA, counsel) to support claims resolution
• Maintain accurate records of all investigative activity within the claims system
• Communicate findings, red flags, and concerns to the General Liability Claims Manager
• Assist with customer outreach or follow-up when needed
• Perform other related duties as assigned

Skills and 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. 

• 2+ years of investigative experience in law enforcement, private investigation, insurance claims, loss prevention, or risk management
• Strong analytical and critical thinking skills; ability to determine root cause and liability
• Comfortable interacting with store personnel, claimants, and legal partners in a professional manner
• Excellent written and verbal communication
• Proficiency in Microsoft Office (Excel, Word, Outlook)
• Ability to maintain a calm demeanor, especially in sensitive situations 
• Excellent verbal and written skills
• Familiarity with downloading and reviewing surveillance video from DVR systems or similar platforms is a plus
• Team player with a record of accomplishment of successful collaboration with business managers
• Bachelor’s degree preferred, or equivalent combination of education and experience