Claims Advocate

Claims Advocate Location: Carmel, IN; Atlanta, GA; Mount Laurel, NJ – Hybrid 3 days a week in the office required. Job Overview Claims Advocates provide excellent customer service by ensuring all client needs are met while engaging in behaviors such as claims processing, evaluation, and resolution of claims. In this role, the Claims Advocate will be responsible for servicing and managing a diverse book of Commercial Lines accounts. What You'll Do Acts as a liaison between the organization, insurance provider and client regarding the status and eligibility for coverage for all relevant claims Receives and processes information for first report of claim from the client, either by phone or email Gathers information from client/claimant, and analyzes coverage and discusses reporting to carrier Processes claim with carrier or assists client with gathering data required by company to settle a claim Informs client about his duties and responsibilities as well as advises client of company’s procedures and acknowledges all claims in writing Maintains proper claim file documentation including claim notes, correspondence, faxes and emails in Sagitta/ImageRight Monitors and follows up on outstanding claims, updates accounts as necessary, answers inquiries, and makes recommendations for resolution Reviews and researches questionable coverage decisions and reports all claims denials to management and/or the account team Assumes ownership of customer concerns and feedback until a resolution is successfully accomplished Complies with all internal procedures and practices while demonstrating the ability to meet service performance and quality standards Participate in client meetings and claim reviews via conference/video calls Contributes to a team effort by accomplishing related results as needed Administrative Functions Coordinating loss runs and other client claim information with service teams. Intake new claims. Reports and Database Management Document client activity in Sagitta and ImageRight system. Provide status progress reports to clients and account team. Complete various reports via systems and templates. What You'll Bring Customer Service Focus: Ability to build and maintain customer satisfaction through proactively addressing customer needs and concerns. Ensures the highest value of service is always provided and consistently delivers on commitments to the customer. Influence and Persuasion: Effective in using appropriate interpersonal styles and communication methods to persuade, convince, influence and impress others to gain acceptance of a product, service, specific agenda or course of action, develop new business and to establish credibility to sustain the respect of others. Active Listening: Enhances mutual understanding in communication with others by expressing genuine interest in the content and meaning of others’ messages. Asks clarifying questions to ensure understanding. Initiating Action: Self-starter and frequently takes a lead role in improving or enhancing a product or service to benefit the client and Frenkel. Will often demonstrate a sincere positive attitude toward getting things done and will seek out additional responsibilities that may go beyond the scope of their formal job description. Information Seeking: Driven by an underlying curiosity and desire to know more about people, things or issues. This involves going beyond routine questions and includes digging or pressing for exact information and/or resolving discrepancies by asking a series of questions or conducting less-focused environmental scanning for opportunities or miscellaneous information that may be used in the future. Relationship Building: Develops and maintains long‑term relationships with others and excels at building and maintaining friendly interactions, establishing credibility and building rapport with individuals and networks of contacts. Achievement Motivation and Perseverance: Demonstrates a determination to achieve ever-increasing levels of performance. Sets high standards and challenging goals for new accounts, financial targets, customer service and themselves. Maintains a constant focus on exceeding objectives. Composure and Resilience: Able to deal effectively with pressure, maintains focus and intensity and remains optimistic and persistent even under adversity. Demonstrates the ability and propensity to recover quickly and maintain self‑control following setbacks, rejections and conflict. Qualifications 3‑5+ years claims experience with a carrier, TPA, or broker preferred. Knowledge of general liability, workers' compensation, property, crime, inland marine, group automobile, fiduciary and related lines of business. Ability to communicate professionally and with confidence to C‑Suite in various industries. Strong analytical and problem‑solving skills. Excellent communication and presentation skills. Strong negotiation and organizational skills. Strong computer skills including MS Office suite, Excel and PowerPoint. Experience with Sagitta and ImageRight is a plus. College degree in Insurance or related field preferred. P&C producer license preferred but not required. Compensation The national average salary for this role is $60,000.00–$70,000.00 in base pay, exclusive of any bonuses or benefits. The base pay offered will be determined based on your experience, skills, training, certifications and education, while also considering internal equity and market data. Benefits EPIC offers a comprehensive benefits package including: Generous Paid Time Off – Managed PTO for salaried/exempt employees (personal time off without accruals or caps); 22 PTO days for hourly/non‑exempt employees; 12 company‑observed paid holidays; 4 early‑close days. Generous leave time options: Paid parental leave, pregnancy disability and bonding leave, and organ donor/bone marrow donor leave. Employee referral bonus program of $1,500 per hired referral. Employee recognition programs for demonstrating EPIC’s values plus additional awards and programs (and trips). Employee Resource Groups: Women’s Coalition, EPIC Veterans Group. Unique benefits such as Pet Insurance, Identity Theft & Fraud Protection Coverage, Legal Planning, Family Planning, and Menopause & Midlife Support. Additional benefits include (but are not limited to) 401(k) matching, medical insurance, dental insurance, vision insurance, and wellness & employee assistance programs. 50/50 Work Culture: EPIC fosters a 50/50 culture between producers and the rest of the business, supporting collaboration, teamwork, and an inclusive work environment. EPIC gives back – charitable efforts include Donation Connection, Employee Assistance Fund, and People First Foundation. Diversity and Inclusion EPIC embraces diversity in all its various forms—whether it be diversity of thought, background, race, religion, gender, skills or experience. We are committed to fostering a work community where every colleague feels welcomed, valued, respected and heard. It is our belief that diversity drives innovation and that creating an environment where every employee feels included and empowered helps us deliver the best outcome to our clients. California Applicants – View your privacy rights at: Massachusetts G.L.c. § 149 section 19B(b) requires that it be unlawful to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. #J-18808-Ljbffr