CLAIMS ADJUSTER - RISK MANAGEMENT DEPARTMENT

JOB DESCRIPTION

CLAIMS ADJUSTER
OFFICE OF RISK MANAGEMENT

Human Resources Department
700 Town Center Drive, Suite 200

Newport News, VA 23606
NEWPORT NEWS, VA Phone: (757) 926-1800

CITY OF OPPORTUNITY Fax: (757) 926-1825

GENERAL STATEMENT OF RESPONSIBILITIES

Under general supervision this position is responsible for investigating automobile and general
liability claims filed against the City of Newport News. Makes determination to settle or deny claim
based on State and City codes. Pursues recovery of the cost for damages to City properties caused by
outside parties. Reports to the Claims Administrator.

ESSENTIAL JOB FUNCTIONS

Processes and makes adjustments to settlements on automobile and general liability claims for the
City’s Risk Management Programs. Responds to citizen inquiries involving liability claims and
provides information regarding City policies and procedures for filing a claim, or for making
restitution to the City for damages caused by the citizen.

Negotiates settlements with citizens, insurance companies and attorneys and approves payment of
claims. Makes recommendations to supervisor on more costly settlement claims. Obtains required
Release From Liability forms and settlement claim documents from claimant’s Attorney.

Works with the City Attorney’s office on legal issues. Coordinates correspondence to claimants,
insurance companies and attorneys with regard to claims. Coordinates services for car rentals,
vehicle appraisals and repairs and obtains estimates for repair. Prepares related reports.

May assist with onsite minor claims investigations, including taking photographs and gathering
pertinent information at the site. Obtains statements from department managers, employees,
witnesses, claimants and physicians. Receives information from the Police Department regarding
accidents. Testifies in court as needed. Makes determination of potential City liability in automobile
and general liability claims after investigation is complete for payment or denial of claim. Prepares
report of findings to include recommendations; discusses any unusual cases as needed.

Performs other duties as assigned.

PERFORMANCE STANDARD

Employees at all levels are expected to effectively work together to meet the needs of the community
and the organization through work behaviors demonstrating the City’s Values. Employees are also
expected to lead by example and demonstrate the highest level of ethics.



REQUIRED KNOWLEDGE

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Automobile and General Liabilities - Knowledge of State and Local codes as they relate to the
insurance field. Knowledge of methods and procedures used in reviewing and evaluating
insurance claims. Knowledge of insurance and medical terminology as it relates to claims
adjusting. Knowledge of court decisions that can impact claims, as well as an understanding of
Sovereign Immunity issues. 

Customer Service - Considerable knowledge of principles and processes for providing customer
service. This includes setting and meeting quality standards for services, and evaluation of
customer satisfaction.

REQUIRED SKILLS


Computer Skills – Utilizes a personal computer with word processing, spreadsheet, and related
software to effectively complete a variety of administrative tasks with reasonable speed and 

Interpersonal Relationships – Develops and maintains cooperative and professional relationships
with employees and all levels of management to include representatives from other departments
and organizations. 

Judgment & Decision Making - Assesses workplace situations and hazards and recommends
appropriate corrective measures or strategies. Evaluates the best method of research and then
exercises appropriate judgment in establishing priorities and resolving complex matters.
Considers the relative costs and benefits of potential actions to choose the most appropriate one.

REQUIRED ABILITIES


Communication - Ability to effectively communicate verbally and in writing, to include the
preparation of detailed reports which include numerical information. Ability to handle a variety
issues with tact and diplomacy and in a confidential manner. Ability to listen and understand
information and ideas being presented verbally and in writing. Strong skills in negotiating
appropriate settlement claims. 

Time Management - Ability to plan and organize daily work routine. Estimates expected time of
completion of elements of work and establishes a personal schedule accordingly. Implements
work activities in accordance with priorities and estimated schedules. 

Basic Math – Ability to perform basic math and financial procedures.

EDUCATION AND EXPERIENCE

Requires a high school diploma and 3-5 years of closely related work in the insurance field or an
equivalent combination of education and experience.

ADDITIONAL REQUIREMENTS

An acceptable background check to include a local and state criminal history check and a valid
driver’s license with an acceptable driving record.

PHYSICAL AND DEXTERITY REQUIREMENTS 

Tasks require the ability to exert very moderate physical effort in light work. 

Some combination of stooping, kneeling, crouching and crawling.

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Some lifting, carrying, pushing and/or pulling of objects and materials of moderate weight (10-20
pounds).

SENSORY REQUIREMENTS 

Some tasks require the ability to perceive and discriminate sounds and visual cues or signals. 

Some tasks require the ability to communicate orally.

ENVIRONMENTAL HAZARDS

Performance of essential functions may require exposure to hazardous materials/chemicals, odors,
temperature, weather, and noise extremes, or traffic hazards.

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