Travelers - Operations Specialist, Claim

Travelers has an opening for an Operations Specialist-Claim in its Greenwood Village office.

Title: Operations Specialist, Claim

City: Greenwood Village, CO and Phoenix, AZ
Job Category: Claim
Target Openings: 1
Position Type: Entry Level

Company Information

Solid reputation, passionate people and endless opportunities. That's Travelers. Our superior
financial strength and consistent record of strong operating returns mean security for our
customers - and opportunities for our employees. You will find Travelers to be full of energy and
a workplace in which you truly can make a difference.

Job Summary

Under direct supervision this position is responsible for: Working in a team environment providing
front line administrative and general office assistance on a daily basis to both internal and
external customers supporting proper claim handling practices, including: Telephone customer
service, financial transactions, collecting, inputting, reviewing and updating critical claim and
financial information as well as other administrative duties and projects as assigned.

Primary Job Duties & Responsibilities

Customer Service: Serving as a customer service representative for the Claim department by
promptly and professionally addressing customer questions and concerns, which may include: -
Rental status calls, CAT support and appraisal contacts Providing additional administrative
support as required.

Financial Self Assessment (FSA) Services: Assessing reasonableness of
data as well as identifying discrepancies, including reconciliations. Performing underlying controls
and effectively communicating findings. Assessing the effectiveness of financial controls.
Preparing data entries in accordance with established standards. Supporting statutory reporting

Multi-line Claim Operational Service: - Entering data, typing and copying forms and
documents including claim diaries and notes. - Correcting wage statements - Setting up new
claims using Claim Platform - Requesting police reports and medical records - Reviewing medical
bills for proper billing and coding - Sending certified mail and overnight packages - Printing
documents from the Claim Platform electronic File Cabinet - Maintaining paper and/or electronic
documents in claim file folders or electronic file cabinet, ensuring accuracy and tidiness. Using
proper software, consistently move closed files to and from off-site storage.

Reporting Services:
Preparing, generating and reviewing monthly, quarterly, annual, and ad hoc reports, documents
and presentations using the most effective technology: - This may include updating basic data
discrepancies identified in reports. - Using management information data to prepare line of
business or financial reports, including: - Daily reports for claim professions from Claim Platform -
Escalation duty workflow reports - Tracking tasks using Access Claim payments and expense
processing: Processing and issuing invoice, outside expense, attorney expense and centralized
expense payments. Processing cancelled checks, voided checks and credits, input outside
manual checks, report inside manual checks and document activity on systems note screens, as
required. Ensure timeliness and accuracy of all check processing.

Enterprise Contributions: - Performing quality contacts to assist as a result of catastrophic claim events - Creating
efficiencies by recommending alternative workflows General Operations Functions: - Receiving,
sorting, processing and distributing incoming mail. Researching for the appropriate recipient may
be required. - Sorting checks, opening, date-stamping and securing. - Collecting and processing
out-going mail including Fed Ex - Photocopying, scanning and uploading to the virtual file cabinet - Ordering, receiving and distributing supplies and/or equipment.

Education, Work Experience & Knowledge
College degree preferred and/or equivalent work experience.- Claim handling or customer service
experience a plus but not required. - Ability to work independently or function as a team member
with increasingly limited supervision. - Excellent telephone, customer service and communication
skills - Strong time management skills and ability to prioritize daily assignments - Must be highly
organized with ability to handle multiple tasks simultaneously to meet deadlines. - Strong
attention to detail is a must - Proficient computer skills and ability to learn new applications in a
department with the most advanced and continually improving computer platforms.
Bilingual candidates are encouraged to apply.

Job Specific & Technical Skills & Competencies
Excellent verbal and written communication skills required to manage customer service requests,
provide information to Claim professionals and to respond to oral and written instructions. Proficiency in Microsoft Office (Excel, Word and PowerPoint) skills required Working knowledge of Access a plus. Comfortable with newer and emerging technology and tools. Highly proficient at data entry.

Environmental/Work Schedules/Other

  • Accountability: Takes ownership and responsibility for actions and
    outcomes, performance and results.
  • Analytical Thinking: Identifies current or future problems or
    opportunities, analyzes, synthesize and compares information to understand issues, identifies
    cause/effect relationships and explores alternative solutions to support sound decision-making.
  • Change Management / Resilience: Remains energized and focused in the face of ambiguity,
    change or strenuous demands.
  • Communication: Demonstrates effective verbal, written, and
    listening communication skills.
  • Customer Focus: Provides service excellence to internal or
    external clients.
  • Judgment / Decision Making: Exercises sound judgment, makes decisions and
    commits to a position.
  • Leveraging Differences: Works with and includes people from different
    backgrounds, experiences, cultures, races, etc. and views those differences as assets to be
    leveraged to accomplish business goals and objectives.
  • Relationship Management: Seeks out,
    builds, fosters and maintains productive relationships, networks or alliances to meet goals and
    achieve results.
  • Teamwork: Works together in situations when actions are interdependent and a
    team is mutually responsible to produce a result.


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