Claims Advocate, Business Insurance - Marsh & McLennan Agency, Ohio

SUMMARY: The Claims Advocate assists property and casualty clients navigate the insurance claims process, with a particular focus on bringing claims to a resolution while protecting the client's best interest. He or she provides exceptional client service by educating clients on best practices in advanced claim management on a consistent basis and serving as a resource on complex claims and coverage situation. The Claims Advocate partners with MMA subject matter experts and the client service teams to enhance the client experience.

ESSENTIAL RESPONSIBILITIES:

CLAIMS

• Mitigates client's claims exposures through the strategic management of claims
• Diligently investigates all outstanding requests and commitments made to the clients and reports outcomes/next steps on a regular basis
• Reads and interprets coverage to assist clients with analyzing carrier coverage positions
• Provides client education, such as Workers Compensation 101, Workers Compensation 102, Claims Mitigation
• Analyzes and guides clients in areas of liability and litigation
• Advocates for special claims handling instruction from insurance carriers as appropriate to meet client preferences for communication and management of their claims
• Directs and advises clients on risk solutions when applicable
• Educates clients and internal teams on best practices in claims
• Proactively manages and leads claim reviews in accordance with claims service guidelines, including reviewing claims; assembling documents; ensuring carrier participation when necessary; and conducting claim review meetings in person or via phone; managing the meeting within agreed upon timeframe, while driving towards results
• Participates and presents in current and prospective client meetings with sales and service teams and provides overview of claims management services tailored to the particular concerns of the client
• Performs related duties as assigned or as a situation may dictate

EXECUTION OF CLIENT SERVICE

• Works with Producer or Account Executive, service team and other internal departments to plan, execute, and track customized service strategy for each client, designed to create measurable value and efficiencies in their businesses
• Advises service plan, and other specific deliverables designed to support clients in making decisions about insurance programs
• Builds personalized client relationships through demonstrated ownership of the service plan and multiple channels of communication such as phone, email and in-person meetings
• Analyzes risk, coverage, program structure and recommends options; executes coverage and program changes
• Oversees the accuracy and display of information in client portals; consults with and enacts client decisions on access to portal by their staff
• Leverages insurance knowledge and communication skills to explain coverage terms, program options, and other items to clients as needed
• Works with internal departments to ensure cohesiveness and timeliness of service execution, and creates report of service plan execution through commitment report
• Takes an enterprise-wide approach to client service by collaborating with other service teams to create a cohesive client service experience.
• Manages time effectively to prioritize workload, client service requests, and service parameters on business processes

DATA AND PROCESS INTEGRITY

• Consistently follows client service workflows and appropriately engages internal resources such as process support team, procedure manuals and reporting tools to ensure efficiency and accuracy of execution
• Accurately maintains complete client files including the clear documentation of account detail in agency management systems including policy information, activities, attachments, and correspondence
• Achieves desired levels of data completeness and process integrity by consistently meeting activity timelines, quality metrics, and goals

PEER RELATIONSHIPS

• Participates in ongoing scheduled meetings with service team to discuss accounts, renewals, service needs, service platform, etc.
• Trains, guides and mentors Claims team members and other peers
• Communicates effectively with team members and provides timely and complete information to allow them to establish positive client relationships and efficiently manage their processes and workload
• Develops successful and effective working relationships with Producers, Account Executives, Client Service Representatives, service team members, managers, carriers and members of other departments

EDUCATION & EXPERIENCE:

REQUIRED:

• AIC Designation
• Minimum of 5 years experience in advising on complex claims

PREFERRED:

• BS/BA Degree
• Ohio Property & Casualty License
• SCLA Designation
• Legal experience

SKILLS & ABILITIES:

• Be proactive with claims that may require more advocacy
• Possess excellent organizational, time management and presentation skills
• Interaction as part of full service team to enhance client experience
• Project management skills with heavy process-orientation
• Excellent communication skills, including listening, speaking and writing
• Perseverance, self-initiative, ability to work autonomously
• Flexibility to manage challenges, think differently, and pivot quickly
• Must have transportation to travel between offices, to event locations and other required destinations and must maintain a valid driver's license; Must provide his/her own vehicle and will be reimbursed for mileage only
• Demonstrate our Values

We embrace a culture that celebrates and promotes the many backgrounds, heritages and perspectives of our colleagues and clients. Marsh & McLennan Agency offers competitive salaries and comprehensive benefits and programs including: health and welfare, tuition assistance, 401K, employee assistance program, domestic partnership benefits, career mobility, employee network groups, volunteer opportunities, and other programs.