The Claims Representative II Trainee is a closely supervised, entry-level position in which the trainee obtains knowledge and an understanding of claims handling through both a formal and on-the-job training program. Upon the successful completion of the program, the Claims Rep II - Trainee is a candidate for promotion to the Claims Rep II position.

COMPETENCIES AND ESSENTIAL DUTIES OF THE CLAIMS REPRESENTATIVE II - TRAINEE

Team Building

• Demonstrates honesty; keeps commitments made to others; behaves in a consistent manner; keeps sensitive information confidential; adheres to moral, ethical, and professional standards, regulations, and organizational policies.
• Listens to others and objectively considers their ideas and opinions, even when they conflict with own.

Attention to Details

• As training progresses, perform basic claims handling duties on non-complex claims, under the supervision of the Team Leader, to include:
  • accurate preparation of claim file documentation
  • verification of coverages
  • setting/adjusting reserves
  • making appropriate contacts
  • identifying subrogation and salvage opportunities
  • achieving best practices type settlements in the disposition of claims
  • Issue payments within authority to appropriate parties

Quality Orientation

• Accurately and carefully follows established procedures for completing work tasks.

Planning & Organizing

• Takes advantage of available resources (individuals, processes, departments, and tools) to complete work efficiently; coordinates with internal and external partners.
• Establishes procedures to remain aware of issues, follow up on action items, and track results (e.g., quality, quantity, cost, or timeliness).

Positive Approach

• Looks for and communicates the positive qualities and longer-term benefits of challenging situations (while facing the real problems).

Applied Learning

• Successfully complete prescribed professional education courses (IIA, AIC, etc.).
• Complete and apply knowledge and skills developed during formal classroom and/or on-the-job training sessions, as set forth in defined training schedule.

Performs various projects requested or assigned by the Team Leader.

CORPORATE CORE COMPETENCIES OF THE CLAIMS REPRESENTATIVE II - TRAINEE

Effectively Communicates and Connects

• Communicates clearly and concisely.
• Prepares written communications that adhere to department standards.
• Attentively listens and asks clarifying questions.
• Builds positive relationships within the workplace.

Customer Focused

• Develops and maintains knowledge about the needs of customers and how the team provides value.
• Aware of customer risks and when to escalate risks.
• Identify and utilize the appropriate resources to solve customer problems.
• Accelerates follow-up and action to resolve issues.

Talent Development Mindset

• Brainstorm ideas for technical and/or professional development.
• Work with supervisor to identify relevant development opportunities, shadow opportunities, including technical skill building and professional skill enhancement.
• Act on opportunities to recognize colleagues for a job well done.

Demonstrates Adaptability

• Seeks to understand others' needs and perspectives, especially those different from own.
• Open to learning about new and challenging ideas to drive the success of the work in which involved.
• Learns how to be flexible to accommodate deliverables and prioritize work effectively.

Demonstrates Accountability

• Takes ownership of mistakes and consults with others to resolve, learning from the experience.
• Consistently checks the accuracy of work.
• Provides coverage or assistance to others when needed.
• Proactively steps-up to provide guidance or assistance.

SPECIAL RELATIONSHIPS FOR THE CLAIMS REPRESENTATIVE II - TRAINEE

• The Claims Rep II Trainee reports to the Team Leader.
• The Claims Rep II Trainee has direct contact and interaction with all levels of personnel within the Claims Service Office.
• As training progresses, will have direct contact with policyholders, claimants, medical and legal professionals and vendors.

 QUALIFICATIONS FOR THE CLAIMS REPRESENTATIVE II - TRAINEE

Education/Credentials

• High school diploma or equivalent
• Bachelor's degree preferred
• Adjuster's license or be willing to obtain one as required

Experience

• 0-2 years of experience in a customer service-oriented position

Technical/Professional Knowledge

• Effective communication skills, both oral and written
• Effective inter-personal skills
• Personal Computer skills, with an emphasis on Microsoft products
• Ability to work within a team-oriented, fast-paced, customer-focused environment

JOB REQUIREMENTS (as required by ADA – Americans with Disabilities Act)

• This position is primarily a sedentary position that requires occasional standing and walking throughout the office environment.
• Must be able to see and effectively use a computer monitor.
• Must be able to operate a computer, keyboard and applicable printers and other general office equipment.
• Must be able to access and enter information accurately using automated systems.
• Must be able to hear and communicate via the telephone and/or monitoring devices to both internal and external clients.
• Must be able to present information to individuals and groups.
• Must be able to interpret and apply concepts that may or may not be based upon established guidelines.
• Must be able to maintain acceptable attendance and adhere to scheduled work hours.

Only candidates from the following states will be considered: Alabama, Delaware, Iowa, Maryland, Minnesota, North Carolina, New Jersey, Pennsylvania, South Carolina, Tennessee, Virginia, Wisconsin.