Job Description

Senior Claims Specialist – Virtual Property Team Adjuster

We are seeking a Senior Property Claims Specialist to join our Virtual Property Desk team, handling claims throughout North America. This role is based in Phoenix, AZ, and requires in-office work at our Phoenix Claims Center. The position is focused on desk claim handling, delivering exceptional customer service, and using virtual scoping and estimating tools, and AI-enabled technology to efficiently assess and resolve property losses. The successful candidate will be comfortable working in a digitally enabled environment, adaptable to change, and committed to delivering a best-in-class customer experience through innovation, accuracy, and efficiency.

Responsibilities:

• Analyze initial reports and promptly reach out to insured parties with a high priority on first day contact.
• Manage claims conducting virtual inspections, utilizing AI, and other virtual tools along with utilization of approved vendors to fully assess and adjust property losses.
• Ensure virtual inspections are completed of properties to include investigating facts, evaluating damages, and writing estimates.
• Investigate and adjust both personal and commercial property claims with exposures up to $500,000
• Effectively evaluate contract language and identify coverage issues
• Promptly and appropriately develop the claim file to provide accurate and timely investigation and loss analysis
• Maintain an active file diary to move file toward resolution
• Utilize digital technology to evaluate damage and scope and estimate virtually (e.g., using PLNAR) and compose estimates (e.g., Cotality Claim estimating platform).
• Recognize and pursue recovery
• Adhere to all statutory and regulatory fair claims practices.
• Recognize and identify potential fraudulent claims.
• Effectively control the use, work product, and expenses of outside vendors.
• Effectively evaluate claim facts and negotiate claim settlements.
• Be available for on call rotation during weekends and weekdays during times of heavy volume
• Supports workload surges and/or Catastrophe Operations as needed to include working overtime during designated CATs.
• Establish and maintain rapport with business partners including insureds, agents, and underwriters
• Provide best in class service to a diverse client base that results highly satisfied clients

• Exceptional Customer Service Abilities: Demonstrated commitment to delivering north star, best-in-class service to clients by addressing concerns promptly, professionally, and with empathy. Skilled in managing difficult conversations with clarity and composure while maintaining positive rapport. Consistently earns highly satisfied customer feedback (e.g., via survey responses and positive ad hoc customer commentary), reflecting a strong customer-first mindset.

• Strong Organizational and Time Management Skills: Proven ability to manage multiple claims simultaneously, prioritizing tasks effectively to meet deadlines. Ability to maintain detailed and organized claim files that facilitate quick reference and decision-making.

• Excellent Verbal and Written Communication Skills: Ability to articulate complex ideas clearly and concisely in both verbal and written formats. Proficient in drafting comprehensive reports and correspondence that comply with legal and company standards, ensuring clear communication with clients, colleagues, and vendors.

• Proficiency in Investigation Techniques: Strong understanding of investigative methodologies, including how to gather, analyze, and interpret relevant information to assess claims accurately. Familiarity with evidence collection processes and conducting interviews to establish facts.

• Technology Fluency and Digital Mindset: Demonstrates strong technological aptitude and the ability to effectively use virtual scoping and AI tools to validate scope, assess damages, and develop accurate estimates, to support efficient and thorough claim handling.

• Adaptability to Change: Capable of maintaining effectiveness in rapidly changing environments, particularly during workload surges or crisis situations. Ability to remain calm and make informed decisions under pressure, contributing to efficient operations during catastrophic events. Ability to thrive in a dynamic environment, quickly learn new tools and processes, and remain effective as the organization evolves through transformation.

• Team Collaboration Contributing to Team Goals Develop and maintain strong business relationships with internal and external customers. Successfully contributes to the development and delivery of the team’s goals, objectives, and results. Full knowledge of personal insurance contracts, investigation techniques, legal requirements, and insurance regulations a plus. Demonstrated ability to learn commercial property contracts.

Experience & Education Requirements:

• A 4-Year college degree or appx.is preferred, however equivalent work experience will be considered.
• 2+ years of professional work experience, ideally in residential and commercial property claims.
• 2+ years of customer service experience in a corporate environment is required.
• Demonstrated ability to work effectively with insureds, vendors, agents, and internal business partners.
• Strong analytical skills with the ability to evaluate, interpret, and apply information to support accurate claim decisions.
• Excellent verbal and written communication skills, with the ability to communicate clearly and professionally in a fast-paced environment.
• Proven ability to work collaboratively in a team environment while also managing individual responsibilities independently.
• Innovative and adaptable mindset, with the ability to manage multiple priorities, embrace change, and contribute to continuous improvement.
• Strong customer service skills with a commitment to delivering a positive and professional client experience.
• High level of comfort using computers and digital tools, including the ability to take detailed notes while on the phone and navigate multiple systems simultaneously.
• Demonstrated ability to learn and use technology, including AI-enabled and virtual tools, to support efficient and accurate claim handling

Licensure Requirement:

If you do not already have one, you will be required to obtain an applicable resident or designated home state adjusters license and possibly additional state licensure.