Claims Operations Analyst/Sr Analyst, North America

This is your opportunity to join AXIS Capital – a trusted global provider of specialty lines insurance and reinsurance. We stand apart for our outstanding client service, intelligent risk taking and superior risk adjusted returns for our shareholders. We also proudly maintain an entrepreneurial, disciplined and ethical corporate culture. As a member of AXIS, you join a team that is among the best in the industry.

At AXIS, we believe that we are only as strong as our people. We strive to create an inclusive and welcoming culture where employees of all backgrounds and from all walks of life feel comfortable and empowered to be themselves. This means that we bring our whole selves to work.

All qualified applicants will receive consideration for employment without regard to race, color, religion or creed, sex, pregnancy, sexual orientation, gender identity or expression, national origin or ancestry, citizenship, physical or mental disability, age, marital status, civil union status, family or parental status, or any other characteristic protected by law. Accommodation is available upon request for candidates taking part in the selection process.

Part of AXIS Claims Shared Services, the Claims Operations Analyst is responsible for the performance, oversight, and ongoing improvement of Claims support activities performed within our North America Claims Operations team. These functions include outsourced responsibilities to an offshore team, such as First Notice of Loss, Payments, Deductible Recovery, and other critical activities. This role works in real time to ensure that tasks are handled correctly, queries are resolved, and processes are continuously reviewed for improvement. Specific responsibilities include:

• Regular communication with AXIS Claims’ offshore team to convey process changes, query resolution, feedback, and other important updates critical to ongoing operations.
• Maintenance and updates of AXIS Claims Operations task documentation (SOPs) following a formal governance framework.
• Troubleshooting task errors, system issues, and other issues raised within the North American Claims team.
• Reviewing and sharing operational performance metrics, including Task Volumes, adherence to Service Levels, Quality, and Exception rates.
• Performing Quality checks on previously performed tasks to ensure compliance with AXIS Claims Procedures and Financial Controls.
• Transition of new activities from AXIS to offshore partners, including documentation, training, testing, and QA.
• Handing exceptions and performing critical activities supporting overall task performance.
• Overseeing and reporting on Deductible Recovery performance regularly to Claims Operations management.
• Identifying inefficiencies in process through reporting, feedback, or hands on processing, and working through potential process and/or technology solutions to continuously improve.
• Assisting with customer calls, queries, and redirecting claim escalations as required.
• Partnering with members of the North America Claims team to ensure that operational processes are aligned with overall AXIS claims guidelines and service levels.
• Interacting regularly with claim handlers, providing feedback as well as, receiving feedback to continuously improve.
• Participate in required audit activity, consistently maintaining control evidence in line with expectations, and guiding walkthroughs of control performance as needed.
• Other duties may include support around several claim financial transactions, including payment research, reporting, expense allocations, and payment validations.
• Fast paced environment, with high expectations on Service Levels and Quality of work.
• Business and IT project work opportunities as initiatives and priorities demand.
  
  
  

This position will require collaboration across locations & time zones, as well as independent work.

The ideal candidate will also have the following qualifications:

• 2-5 years working in Commercial P&C Insurance Operations
• Experience in writing and updating Standard Operating Procedures
• Exceptional Customer Service skills
• Experience working in Business Process Outsourcing a plus
• Intermediate to advanced skills in Microsoft Excel: analyzing data, preparing dashboards, identifying trends & opportunities
• Demonstrated ability to collaborate and work effectively with others