Claims Support and Administrative Coordinator

Position Summary: Claims Support and Administrative Coordinator is responsible for supporting the claims team.  The individual assists claimants, responds to inquiries, provides administrative support on claim files, prepares reports and provides data and information to other departments, and manages a small caseload of title clearance matter files to a final resolution with supervisor oversight.

Essential Duties and Responsibilities: To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned.

• Facilitate initial communication between claims and claimants
• Notify active agents of any new claims received unless there are extenuating circumstances
• Responsible for sending acknowledgement letters to appropriate parties
• Create monthly, or as needed, claim reports
• claims and all open financial claims reserves to DHI Title Insurance Company
• Provide legal research support to claims team when applicable
• Assist claims in conducting legal research to assist in case preparation
• Assist with drafting department policies and procedures
• Organize and maintain file system, correspondence, legal research, and other records
• Assist with requested claim audits
• Ensure deadlines are met
• Attend a conference, training session, or webinar related to the title industry to stay current
• Conduct thorough investigation on assigned low to medium difficulty level claim files, gather data, analysis of title policy and other products, and provide a recommendation for the best resolution for the claim
• Communicate with agent, if appropriate, of any sizeable loss to be paid on a file
• Examine title and develop strategy for resolution of claim in most cost-effective manner
• Determine need to retain defense counsel to defend the company or it's insured in litigation and engage outside counsel with required approvals; management oversight is provided to ensure legal analysis is accurate before communicating with others and all written coverage denial decisions and settlement agreements are reviewed and approved by appropriate senior manager or, if appropriate, Claims Management Committee.
• Evaluate liability and establish recommendations for settlement and expense reserves
• Resolve claims: do not require the defense of the company or that are covered claims through investigation, corrective documents, negotiation, or payment
• Draft agreements and corrective documents for review and approval by appropriate senior manager or, if appropriate, Claims Management Committee.
• Review and approve invoices for costs and attorneys' fees
• Evaluate claims for recoupment options
• Review files assigned as part of company reserve process and update financial reserves accordingly
• Draft educational and training materials for seminars and present at seminars. Support team to educate and train agents on claim concerns and how to avoid claim issues.  This may be done on a one-on-one basis, a seminar/webinar, written communication.

 

Competencies: To perform the job successfully, an individual should demonstrate the following.

Achievement Focus - Demonstrates persistence and ability to overcome obstacles. Measures self against standard of excellence. Recognizes and acts on opportunities. Sets and achieves challenging goals. Takes calculated risks to accomplish goals. 

Communications - Exhibits good listening and comprehension skills. Expresses ideas and thoughts in written and verbal form. Keeps others adequately informed. Selects and uses appropriate communication methods. 

Managing Customer Focus - Develops new approaches to meeting customer needs. Establishes customer service standards. Monitors customer satisfaction. Promotes customer focus. Always calm and respectful in difficult situations.

Planning and Organization - Integrates changes smoothly. Plans for additional resources. Prioritizes and plans work activities. Sets goals and objectives. Uses time efficiently. Works in an independent and organized manner.

Problem Solving - Develops alternative solutions. Gathers and analyzes information skillfully. Identifies problems in a timely manner. Resolves problems in early stages. Works well in group problem solving situations.  Decisive and accountable.  Utilizing a curious and inquisitive approach when resolving difficult situations.

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.

Education/Experience:

Paralegal with one to three years related experience and/or training in title insurance or real estate industry preferred.

Language Ability:

Read, analyze and interpret business, professional, technical or governmental documents. Write reports, business correspondence and procedure manuals. Effectively present information and respond to questions from managers, customers and the public.

Reasoning Ability:

Solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills:

Highly proficient in Microsoft Suite and internet research

Certificates and Licenses:

Paralegal

Supervisory Responsibilities:  This job has no supervisory responsibilities.

Work Environment:  The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the workplace is typically moderate.

This position is a remote position.

Physical Demands:  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit.  The employee is frequently required to use hands to finger, handle, or feel and talk or hear.  The employee is occasionally required to stand and walk. The employee must be able to occasionally lift and/or move up to 10 pounds.  Specific vision abilities required by this job include close vision.

The above job description is not intended to be an all-inclusive list of duties and standards of the position.  Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.