Complex Claims Representative - Accountants Liability

You have a clear vision of where your career can go. And we have the leadership to help you get there. At CNA, we strive to create a culture in which people know they matter and are part of something important, ensuring the abilities of all employees are used to their fullest potential. 

CNA is the market leader in providing Accountants Professional Liability coverage and provides best-in-class claim service. We are seeking a dynamic self-starter to join our team as a Complex Claims Representative handling claims for accounting firms nationwide. The Complex Claims Representative plays a critical role in managing and resolving complex accounting malpractice claims by evaluating coverage, assessing liability and damages, setting timely reserves, negotiating and settling claims, and directing litigation. The Complex Claims Representative will collaborate in a rich team environment including claim leadership and business partners to ensure the best possible outcome on every claim.

JOB DESCRIPTION:

Performs a combination of duties in accordance with departmental guidelines:

• Manages an inventory of low to moderate complexity and exposure commercial claims by following company protocols to verify policy coverage, gather necessary information, maintain appropriate file documentation and authorize disbursements within authority limit.
• Contributes to customer satisfaction by interacting professionally and effectively with insureds, claimants and business partners, achieving quality and cycle time standards, providing regular, timely updates and responding promptly to inquiries and requests for information. 
• Verifies coverage and establishes timely and adequate reserves by reviewing and interpreting policy language, estimating potential claim valuation, and following company's claim handling protocols.
• Exercises judgement to determine liability and compensability by conducting investigations to gather pertinent information, taking recorded statements from insureds, witnesses and working with experts to verify the facts of the claim.
• Works with appropriate internal and external partners, suppliers and experts by identifying and effectively collaborating with necessary resources to facilitate best claim outcomes.
• Authorizes and ensures claim disbursements within authority limit by determining liability and compensability of the claim, negotiating settlements and escalating to manager as appropriate.
• Developing ability to manage expenses by timely and accurately resolving claims, selecting and actively overseeing appropriate resources, and delivering high quality service.
• Identifies and addresses subrogation/salvage opportunities or potential fraud occurrences by evaluating the facts of the claim and making referrals to appropriate Claim, Recovery or SIU resources for further investigation.
• Achieves quality standards on every file by following all company  guidelines, achieving quality and cycle time targets, ensuring proper documentation and issuing appropriate claim disbursements.
• Maintains compliance with state/local regulatory requirements by following company guidelines, and staying current on commercial insurance laws, regulations or trends for line of business.

May perform additional duties as assigned.

Reporting Relationship

Typically Manager or above

Skills, Knowledge & Abilities

• Developing basic knowledge of the commercial insurance industry, products and claim practices. 
• Good verbal and written communication skills with the ability to demonstrate empathy while providing exceptional customer service.
• Ability to develop collaborative business relationships with both internal and external work partners.
• Able to exercise independent judgement, solve basic problems and make sound business decisions.
• Analytical mindset with critical thinking skills.
• Strong work ethic, with demonstrated time management and organizational skills.
• Ability to manage multiple priorities in a fast-paced, collaborative environment at high levels of productivity.
• Knowledge of Microsoft Office Suite and ability to learn business-related software.
• Adaptable to a changing environment
• Ability to value diverse opinions and ideas

Education & Experience:

• Bachelor's Degree or equivalent experience. JD or tax/accounting experience preferred.
• Must have or be able to obtain and maintain an Insurance Adjuster License within 90 days of hire, where applicable.
• Prior claim handling, or business experience in the insurance industry and/or customer service is preferred.
• Candidates who have successfully completed the CNA Claim Training Program may be considered after 1 year of claim handling expe