DISPATCHER/MATERIAL DAMAGE EXAMINER

SUMMARY

Complete initial and supplemental inspections of vehicles and fixed property. Investigate, evaluate, negotiate, and settle to conclusion first-party claims within company and department of insurance compliance timeframes; prevent any unnecessary exposure and additional expense to the customers and company. Communicate professionally with accurate comprehension of the claims process with all participants involved with the claim process. May also assist with third-party claims investigation, evaluation and negotiations.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Set-up/dispatch inspections for vehicles and fixed property
• Coordinate and direct vendors by telephone, correspondences, email, etc., such as: appraisal services for inspection to determination of first and third-party damages
• Contact attempts are made by phone within 24 hours to acknowledge receipt of claim.
• Establish reserves and using the keyboard type relevant information into the computer system claim file.
• Contact all individuals connected to the claim by telephone and obtain recorded statements from all parties.
• Initiate and manage coverage investigation and liability determination by critically evaluating information gathered from multiple sources.
• Evaluate, negotiate and settle assigned claims within delegated settlement authority.
• Notify all individuals connected to the claim by telephone, postal or electronic mail of releases, checks, correspondences, proof of loss, etc.
• Maintain and sustain all aspects of handling each claim file to ensure that processes and procedures are compliant with company and Department of Insurance regulations and rules.
• Meticulously document the processing and maintenance of each claim by keyboarding details in the computer system.
• Review assigned claims in a timely manner to ensure adequacy of reserves within the company and/or Department of Insurance regulations.
• Promptly respond to all inquiries, messages and/or correspondences via voicemail, postal mail, electronic mail, etc. within 24 hours.
• Using the telephone, handle all calls and correspondences for each assigned claim file to conclusion.
• Analyze, determine and develop subrogation and salvage recovery arguments; adhere to detailed recovery procedures.
• Coordinates moving vehicles to body shops.
• Coordinates damage appraisal via outside appraisal services for inspection and evaluation.
• Confirm or deny coverage of the claim based on the facts and policy terms and conditions.

• Elicit claim information by using interviews, document analysis, business process/procedures, compliance with Department of Insurance requirements, job tasks and workflow.
• Investigate and negotiate claims within company guidelines using telephone and other correspondence.
• Communicate regularly with individuals involved with the claims file by using the keyboard to type electronic mail and correspondences, by telephone, and/or in person.
• Act as a liaison between the company and other individuals involved in the claim.
• Discuss and follow-up regarding complex details of the claim with individuals or other parties involved with the assigned claim file.
• Maintain timelines as required by company, Department of Insurance or federal regulations and guidelines on all claims handling.
• Document information by keyboarding information in the computer system.
• Review underwriting documents including, but not limited to, premium notice, cancellation notice, certificate of mailing, payments, applications, endorsements and policy contracts to determine if coverage is applicable.

• Ability to communicate clearly by speaking to all internal and external customers, vendors, industry professionals and company personnel.
• Analyze information received to determine the type of action required to handle an inquiry.
• Using the keyboard or 10-key to type relevant information into the computer system.
• Communicate to individuals by telephone, correspondences, email, face-to face, etc.
• Using the keyboard, document by typing complete information using the appropriate reporting format in computer file and computer system.

• Type at least forty (40) words per minute using a keyboard.
• Using a 10-key pad, have at least eight thousand (8,000) KPH.
• Regular and predictable attendance is an essential function of this position. Disruption in production and customer service results when an employee has ongoing, unscheduled, unpredictable absences.
• Required overtime or hours other than those normally scheduled is an essential function of this position, to meet job objectives, project deadlines, etc.
• Ability to accept constructive criticism and feedback and makes sincere efforts to improve.
• Other duties as assigned.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions, unless it would create an undue hardship on the company.

• Proficient knowledge and skill to use a computer and windows based desktops.
• Ability to handle a variety of tasks at one time and handle a high volume multiple tasks.
• Ability to adapt quickly in a fast-paced environment.
• Ability to follow and execute directions.
• Exercise sound financial judgment and discretion in handling insurance claims.
• Able to interact successfully with a variety of people including but not limited to: co-workers, supervisors, managers, internal customers, external customers, vendors and other insurance professionals.
• Strong analytical and organizational skills in P&C insurance claims required, including a thorough understanding of how to interpret customer needs and translate them into claims handling and operational requirements.
• Excellent verbal and written communication skills and the ability to interact professionally with a diverse group of co-workers, supervisors, managers, internal customers, external customers, vendors and other insurance professionals.
• Serves as the conduit between the customer (internal and external customers) and the company personnel team through which procedures flow.
• Collaborate with co-workers, supervisors, managers, internal customers, external customers, vendors and other insurance professionals.
• Self-motivated and able to work individually and in a collaborative team environment.
• Requires knowledge of established company policies and procedures with emphasis in industry operations.
• Written and verbal communications skills to effectively and professionally communicate with the insurance community.