Claims Resolution Specialist

Under minimal supervision, investigates, and resolves claims where coverage decisions can be made by phone, computer, other virtual tools or partnership with Field Adjusters and/or Independent Adjusters. Provides policyholders with exceptional customer service.

• As the claim owner, independently investigates and determines appropriate coverage for Property claims, while providing exceptional customer service throughout the life cycle of the claim.
• Writes appraisals for dwelling repairs of moderate severity and/or complexity based on information collected from customers or contractors. Negotiates and settles claims, including issuing payment to policyholders where possible, in accordance with authority level . May work with Liberty network contractors, field adjusters and/or independent adjusters to estimate and resolve claims while providing exceptional customer service.
• Determines policy coverage, sets reserves, and determines whether claim will be approved or denied, ensure timely transfers when needed, including recommendations for vendors and other digital tools.
• Explains coverage of loss, assists policyholders with itemization of damages, emergency repairs, additional living arrangements, and loss assessments. Resolves most escalations or supplements, referring to manager on complex situations and ensures timely transfers when needed.
• Handles supplements as appropriate. Works with and may coordinate a number of vendor services such as contractors, emergency repair, cleaning services and various replacement services while ensuring the customer is appropriately communicated to.
• Maintains accurate and current claim file documentation throughout the life cycle of claim cases.
• Identifies suspicious losses. Recommends referral to SIU where appropriate and may assist the SIU in their investigation and disposition of the claim. Conducts subrogation type of investigations and refers to Subrogation when appropriate.
• Mentors less experienced team members. Obtains Area Coaching Expert status and actively participates in and/or may lead continuous improvement activities and other special projects and pilots as assigned.

• Demonstrated understanding of contents identification, valuation, and building construction principles with the ability to write structural damage estimates for property losses of moderate complexity
• Knowledge of coverages provided within various homeowner policies
• Ability to provide an exceptional customer service experience
• Effective negotiation skills
• Ability to effectively and independently manage workload while exhibiting good judgment
• Strong written and oral communication skills; interpersonal skills; computer skills with the ability to work with multi-faceted systems; and analytical skills
• The capabilities, skills and knowledge required is normally acquired through bachelor's degree or equivalent experience and at least 1 year of directly related experience
• Ability to obtain proper licensing as required

Pay Philosophy: The typical starting salary range for this role is determined by a number of factors including skills, experience, education, certifications and location. The full salary range for this role reflects the competitive labor market value for all employees in these positions across the national market and provides an opportunity to progress as employees grow and develop within the role. Some roles at Liberty Mutual have a corresponding compensation plan which may include commission and/or bonus earnings at rates that vary based on multiple factors set forth in the compensation plan for the role.

At Liberty Mutual, our goal is to create a workplace where everyone feels valued, supported, and can thrive. We build an environment that welcomes a wide range of perspectives and experiences, with inclusion embedded in every aspect of our culture and reflected in everyday interactions. This comes to life through comprehensive benefits, workplace flexibility, professional development opportunities, and a host of opportunities provided through our Employee Resource Groups. Each employee plays a role in creating our inclusive culture, which supports every individual to do their best work. Together, we cultivate a community where everyone can make a meaningful impact for our business, our customers, and the communities we serve.

We value your hard work, integrity and commitment to make things better, and we put people first by offering you benefits that support your life and well-being.

Liberty Mutual is an equal opportunity employer. We will not tolerate discrimination on the basis of race, color, national origin, sex, sexual orientation, gender identity, religion, age, disability, veteran's status, pregnancy, genetic information or on any basis prohibited by federal, state or local law.

Fair Chance Notices

• California
• Los Angeles Incorporated
• Los Angeles Unincorporated
• Philadelphia
• San Francisco