Claims Representative II

Penn National Insurance has a great opportunity for a Claims Representative II to join our world-class Auto Claims Team! This is a hybrid position reporting to either our Greensboro, NC or Harrisburg, PA office.

The Claims Representative II investigates, evaluates and resolves assigned claims in a timely and accurate manner in order to achieve a best practices type settlement within legal statutes, policy provisions and Company standards.

COMPETENCIES AND ESSENTIAL DUTIES OF THE CLAIMS REPRESENTATIVE II

Business Acumen

Negotiation

• Makes appropriate contacts and negotiating with policyholders, claimants, third parties, medical and legal professionals in the processes of arbitration, litigation, subrogation, contribution and salvage.
Achieves a best practices type settlement in the disposition of assigned claims, to include assessing all costs and determining first and third-party liabilities associated with the settlement of auto property damage, non-complex workers’ compensation, property losses and simple bodily injury claims.

Results Oriented

Time & Priority Management

• Performs basic and intermediate claims handling duties on assigned claims in a timely manner.
• Verifies coverage and policy provisions in order to identify the claim’s insurability or compensability.
• Takes responsibility for handling and resolving policyholder/self-insured/claimant problems or requests.
At the direction of the Team Leader, may perform limited field work, limited claim handling on workers’ compensation lost time claims of low exposure/low complexity, as well as low exposure/low complexity bodily injury liability claims.

Decision Making

• Analyzes and resolves coverage and liability issues or questions.
• Gathers and evaluates factual information that enhances identification of underlying problems or opportunities pertaining to assigned claims.
• Generates alternative solutions to problems or situations involving assigned claims.
Setting or adjusting reserves in accordance with the degree of liability and value of the claim.

Performs various projects requested or assigned by the CSO Team Leader Multi/WC, Claims Service Office Manager II, or CSO Team Leader.

CORPORATE CORE COMPETENCIES OF THE CLAIMS REPRESENTATIVE II

Effectively Communicates and Connects

• Communicates and negotiates effectively with peers regarding work outcomes.
• Influences by making a strong case, bringing other people on the team to understand the presented viewpoint.
• Provides feedback and is clear when disagreeing with an approach; offers suggestions for improvement.
• Attentively listens and asks clarifying questions and paraphrases to enhance understanding.
Builds and nurtures positive relationships within the workplace.

Customer Focused

• Identifies explicit and implied customer needs.
• Asks probing questions to fully understand business requirements.
• Develops positive relationships with customers by meeting their needs as well as incorporating their feedback.
• Responds quickly and takes action with high quality solutions that address needs and improve overall customer experience.
Owns resolution of customer experience outcome.

Talent Development Mindset

• Discusses technical and professional development with peers to gain suggestions for further development.
• Actively seeks and acts on opportunities to recognize peers for high performance.
Stays alert to identify learning opportunities for self.

Demonstrates Adaptability

• Contributes to progressive thinking within the team by posing questions that challenge traditional methods or processes.
• Proposes ideas and suggests new approaches to tackling own work tasks and issues in a better way to drive organization success.
• Participates in and actively supports change initiatives and provides ideas to promote their success.
• Recognizes and manages an ambiguous work environment.
Demonstrates flexibility in generating alternative solutions and recommendations.

Demonstrates Accountability

• Applies judgment in making decisions about own work and takes responsibility for actions.
• Demonstrates reliability by producing steady work results and delivering on commitments to team members on time.
• Takes responsibility for regularly seeking and applying feedback and actively learning from errors and setbacks.
Understands the mission of the organization.

SPECIAL RELATIONSHIPS FOR THE CLAIMS REPRESENTATIVE II

• The Claims Representative II reports to the assigned CSO Team Leader Multi/WC, Claims Service Office Manager II, or CSO Team Leader
• The Claims Representative II has direct contact and interacts with all levels of personnel within the Claims Service Office
• Occasionally interacts with underwriting personnel regarding claim issues
• May occasionally interact with agents
Has direct contact with policyholders/claimants, third parties, medical/legal professionals, vendors

QUALIFICATIONS FOR THE CLAIMS REPRESENTATIVE II

Education/Credentials

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

Experience

Technical/Professional Knowledge

• Effective communication skills, both oral and written
• Effective interpersonal skills
• Effective organization skills, with the ability to work independently
• Must be detail oriented, as assigned work requires significant attention to detail
• Personal Computer skills with an emphasis on Microsoft products
• Ability to work within a team-oriented, fast-paced, customer-focused environment
• Basic understanding of tort and state laws applicable to assigned claims
Basic understanding of the Unfair Claims Settlement Practices Act, insurance policy coverages and provisions, and medical, legal, automotive and construction terminology

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.
• Must have a valid driver’s license and be able to operate a motor vehicle.
• Must be able to travel with overnight stays as required.
• Must be dependable and able to adhere to scheduled work hours

Why Penn National Insurance

A career with Penn National Insurance offers a total rewards package that makes us a regional employer of choice. When you are part of the Penn National Insurance family, we want you to feel secure in:

Your Career: We offer a comprehensive benefit and compensation package including a generous 401k match, graded profit sharing, recognition programs, and incentive compensation. Additionally, Penn National Insurance company policy provides for remote access, flex-scheduling, and a dress-for-your-day dress code.

Your Employer: Penn National Insurance celebrated its 100th anniversary in 2019. With the one billion dollar direct written premium threshold in sight, the company is utilizing innovation solutions and analytic insights to grow its share of the small commercial and middle market business, as well as personal lines. Our proud tradition of adhering to a relationship-driven business model, and our ability to adapt to changes over time reinforce our reliability and strength.

Your Community: The Company and our employees donate more than half a million dollars annually to fund enrichment programing throughout the communities we serve. Our United Way campaign raised an additional three hundred fifty thousand last year. We are also taking real steps to decrease our environmental impact. We have added bicycle accommodations, enhanced energy efficiency, introduced water conservation measures, and implemented cool-roof technology.

Your Future: We create a rewarding career path and enable long-term retention by offering enhanced benefits around continuing education and professional development. The average employee tenure at Penn National Insurance is 14 years!

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, creed, affectional and sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law . Consistent with the Americans with Disabilities Act (ADA) and EEOC guidance, it is the policy of Pennsylvania National Insurance to provide reasonable accommodations to qualified individuals with disabilities in all aspects of the employment process. If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to a HR Business Partner via telephone at 800-368-4764, or through email, HRBusinessPartner@pnat.com .