Intake Specialist, Claims - Remote

Crum & Forster Company Overview

Crum & Forster (C&F)  with a proud history dating to 1822, provides specialty and standard commercial lines insurance products through our admitted and surplus lines insurance companies. C&F enjoys a financial strength rating of "A" (Excellent) by AM Best and is proud of our superior customer service platform. Our claims and risk engineering services are recognized as among the best in the industry.

Our most valuable asset is our people: more than 2000 employees in locations throughout the United States. The company is increasingly winning recognition as a great place to work, earning several workplace and wellness awards, including the October 2023 Great Place to Work® Award for our employee-first focus and our steadfast commitment to diversity, equity and Inclusion.

C&F is part of Fairfax Financial Holdings, a global, billion dollar organization.  For more information about Crum & Forster, please visit our website: www.cfins.com.

Job Description

Travel Insured International is a leading travel insurance provider with more than 30 years in business. As a key component of our Specialty Business Unit, within the Accident & Health division, TII provides travel protection plans to help each individual travel confidently. Travel Insured International is proud to offer products to consumers and to agency partners of all sizes. We're committed to providing dependable coverage, great value, and end-to-end satisfaction for all customers. 

This role is responsible for providing superior customer service and support to our customers and travel advisors during the claim submission process as well as supporting the Claims Department to achieve service goals and established KPI’s. The Intake Specialist, Claims, serves as a customer advocate in all interactions by providing an exceptional customer experience that differentiates TII from our competitors.

This is a 100% remote position.  

The Intake Specialist, Claims role will report to the Claims Supervisor, Operations.

What you will do for C&F:

• Ensure all claim documentation (RFI) is accurately gathered based on claim type and provided to the claims team within established Service Level Agreement (SLA)’s.
• Proactively follow up with insureds to ensure all required documentation is provided in a timely manner, is accurate for the claim type and facilitates claim processing within established SLA’s.
• Corresponds and assists through both verbal and in written communications with insureds, travel advisors, etc. to gather important information to support the claim review.
• Provide accurate and timely responses both verbally and in written communications to routine claim inquiries with appropriate notations in all applicable claim systems.
• Provide daily phone coverage for First Notice of Loss (FNOL) and call inquiries for the Claims department to service and support customers and travel advisors as needed per business needs to meet SLAs.
• Contribute to a collaborative team environment by raising new ideas and demonstrating teamwork, positive behavior, eliminating Claims backlogs, adherence to workforce management, effort to achieve goals and objectives. 
• Meet and exceed Key Performance Indicators (KPIs), including department objectives and service levels.
• Provide mentoring and guidance to other team members and act as a resource for others.
• Allows peers, new hires and others across TII shadow as a means to learn the roles and responsibilities of the position
• Other duties as assigned

What YOU will bring to C&F:

• Ability to produce high work volume with precise accuracy
• Ability to readily adjust to multiple demands, shifting priorities, and rapid change
• Ability to communicate in a clear, concise manner appropriate to the audience via phone, email, and in writing
• Ability to produce high work volume with precise accuracy
• Ability to learn, communicate and apply new business information
• Active listening skills
• Exhibits service behaviors that include empathy and patience when communicating with customers
• Organizational skills and the ability to prioritize
• Skilled at problem solving
• Strong computer literacy with demonstrated keyboard skills, solid knowledge of technology used for claims administration
• A High School Diploma or GED is required
• 2 years of experience in a Customer Service role in Insurance or Financial Services is required
• An Intermediate level of proficiency in MS Word, MS Excel, MS Outlook, Teams is required
• Proven ability to navigate multiple systems, utilize dual screens and tools is required
• Experience working in a fast pace, team-oriented environment is required
• Prior customer service experience, within a claim environment is preferred
• Familiarity with claims, imaging and workflow systems is preferred
• Experiences with Salesforce, MS Teams, Five9 Telephony system is preferred

What C&F will bring to you

Competitive compensation package

Generous 401K employer match

Employee Stock Purchase plan with employer matching

Generous Paid Time Off

Excellent benefits that go beyond health, dental & vision. Our programs are focused on your whole family’s wellness, including your physical, mental and financial wellbeing

A core C&F tenet is owning your career development, so we provide a wealth of ways for you to keep learning, including tuition reimbursement, industry-related certifications and professional training to keep you progressing on your chosen path

A dynamic, ambitious, fun and exciting work environment

We believe you do well by doing good and want to encourage a spirit of social and community responsibility, matching donation program, volunteer opportunities, and an employee-driven corporate giving program that lets you participate and support your community.

At C&F you will BELONG

We value inclusivity and diversity. We are committed to equal employment opportunity and welcome everyone regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. If you require special accommodation, please let us know.

For California Residents Only:  Information collected and processed as part of your career profile and any job applications you choose to submit are subject to our privacy notices and policies, visit https://www.cfins.com/onlineprivacypolicy/ca/noticeatcollection/ for more information.

Crum & Forster is committed to ensuring a workplace free from discriminatory pay disparities and complying with applicable pay equity laws. Salary ranges are available for all positions at this location, taking into account roles with a comparable level of responsibility and impact in the relevant labor market and these salary ranges are regularly reviewed and adjusted in accordance with prevailing market conditions. The annualized base pay for the advertised position, located in the specified area, ranges from a minimum of $29,600.00 to a maximum of $55,800.00. The actual compensation is determined by various factors, including but not limited to the market pay for the jobs at each level, the responsibilities and skills required for each job, and the employee’s contribution (performance) in that role. To be considered within market range, a salary is at or above the minimum of the range. You may also have the opportunity to participate in discretionary equity (stock) based compensation and/or performance-based variable pay programs.

#LI-AV1