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Mission of the Claims Advocate
Mission of the Claims Advocate
To serve the clients of the agency during the only time they use our products. Be kind and caring to our clients as they are experiencing a difficult time. Work diligently and proactively to be an advocate for our clients through the claims process by explaining to them the steps and options.
Desired Outcomes of This Role
Desired Outcomes of This Role
Field all new inbound claims calls
Ensure the clients are safe and ok
Escalate large claims to the producer and/or agency owner
Warm transfer the claims to the carrier for reporting
Proactively call all reported claims to the carrier
Run daily claims reports and proactively reach out to clients
Introduce yourself to the client and explain your role
Follow up on all claims to ensure the client has connected with a claims adjuster
As claims develop, stay in touch with clients on big and/or difficult claims to be a resource and advocate
Document claims as instructed in the agency management system
Follow up with adjusters to close claims
Work with producers to close commercial claims prior to renewal
Update the management system with closed claims
Help clients by recommending vendors and resources that can assist in remedying the claim
Work with an approved vendor list
Network with approved vendors on their service offerings
Work with the agency’s marketing team on claims stories for blogging and content opportunities
Send out claims surveys to the clients to obtain feedback on the claims experience (this is automated)
Give a weekly claims report to the team
Monitor Claims Automation
Key Performance Indicators (Metrics)
Key Performance Indicators (Metrics)
Failure to reach and maintain the KPIs below can cause reduced bonus, bonus eligibility, and/or reduced commissions. Please always communicate with your team lead.
All KPIs and Goals will be on AppSheet.
Principles
Principles
Address difficult issues professionally and quickly
Listen to learn and strengthen the agency
Be relentlessly positive with the team and see their potential when they cannot
Outlast the suck of adopting change
Be driven to achieve the agency’s goals
Critical Competencies
Critical Competencies
Honesty/Integrity - Does not cut corners unethically. Earns trust and maintains confidence. Do what is right, not just what is easy.
Organized & Planning - Plans, organizes and schedules in a productive manner. Focuses on key priorities.
Aggressiveness - Moves quickly and takes a forceful stand without being abrasive.
Follow-Through - Lives up to verbal and written agreements, regardless of personal costs.
Intelligence - Learn quickly. Demonstrates ability to quickly and proficiently understand and absorb new information.
Persistence - Demonstrates tenacity and willingness to go the distance to get something done.
Proactivity - Acts without being told what to do. Brings new ideas to the company.
Calm Under Pressure - Maintains stable performance when under heavy pressure or stress.
Work Ethic - Possesses a strong willingness to work hard and sometimes long hours to get the job done. Has a track record of working hard.
High Standards - Expects personal performance and team performance to be nothing short of the best.
Listening Skills - Lets others speak and seeks to understand their viewpoints.
Communication - Speaks and writes clearly and articulately without being overly verbose or talkative. Maintains this standard in all forms of written communication, including emails.
Persuasion - Able to convince others to pursue a course of action.
Feedback
Feedback
Every 90 days you will meet with your manager to review any bottlenecks, ideas you have to improve as well as the objectives outlined in your job description.
Each year you will receive a formal review.
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