Senior Triage Specialist (aka Senior Claims Intake/FNOL Specialist)

Job description

Company Argo Group Argo Group is an underwriter of specialty insurance products in the property and casualty market. Argo offers a full line of products and services designed to meet the unique coverage and claims-handling needs of businesses. The Argo entities are wholly-owned subsidiaries of Clearbrook Group Holdings Inc. Job Description Business Title(s): Senior Triage Specialist Employment Type: Full-Time FLSA Status: Non-Exempt Location: In-Office Summary: We are looking for a highly capable Senior Triage Specialist (aka Senior Claims Intake/FNOL Specialist) to join our team and work one of the following offices: Omaha, Los Angeles, , Chicago, Richmond, Albany, or New York City. We work together in the office five days a week in order to strengthen our culture, build team connections, and drive profitability. This position reports into the Triage Director, who works from Colorado. The Senior Triage Specialist responsibilities will be split between adjudicating fast track claims handling and providing robust clerical triage support. This role is well positioned to move into Claims Trainee positions when they become available to grow their professional career in the insurance industry. We are in the process of enhancing our data capture capabilities in order to improve operational efficiency, strengthen our process governance, and enable more data driven decision making. We intend to implement a Large Language Model (LLM) that will transform the way the Triage Team performs its work. This is an ideal opportunity for candidates with experience or interest in hands-on AI implementation to modernize operations. Employees in this role are required to accurately record all hours worked and submit timesheets in accordance with company policy. Overtime may be assigned as business needs dictate, and employees are expected to work overtime when required. This is a 100% in-office position. Candidates must be able to work on-site at a designated company office during standard business hours. Essential Responsibilities: Under close supervision and technical direction, works within narrowly defined limits and authority, provide clerical support to claims adjusters to facilitate timely and accurate management of commercial claims. Responsible for making adjustments to solve problems. Expected to independently propose solutions to problems through drawing from prior experiences, with analysis of the issue. Learn and develop an understanding of the insurance marketplace, including policy contract language and intent. Update new and existing claims in claims database and contact brokers as needed. Actively manage fast track caseload. Manage diary and complete tasks to ensure that cases move to the best financial outcome and timely resolution. Properly set initial claim reserves. Screen all incoming phone calls, assess and assign out to proper party. Retrieve and work general voice mailbox Prepare written correspondence Electronic and paper filing as needed. Determining coverage and adjuster assignment. Investigating the claim - this requires calling the claimant, insured Processing mail and prioritizing workload. Technical information gathering, through ordering reports, contacting police departments for vehicle/ equipment recovery. Responsible for telephone calls from various parties (insured, claimant, etc.). Have an appreciation and passion for strong claim management. Qualifications / Experience Required: An exceptional focus on customer service along with a working knowledge of the claims business environment typically achieved through: High school diploma and 6 years minimum experience (one of which must be in the insurance (or related) industry, preferably in a commercial claims department; or Completion of an associate’s degree or formal vocational or technical education and 3 years minimum experience (one of which must be in the insurance (or related) industry, preferably in a commercial claims department; or Bachelor's degree from an accredited university and 1 year minimum experience (one of which must be in the insurance (or related) industry, preferably in a commercial claims department Must have good business acumen (i.e. understand how an insurance company works and makes money, including how this role impacts both Argo Group and our customers’ ability to be profitable). Polished and professional written and verbal communication skills. The ability to read and write English is required. Intellectual curiosity – the ability to consistently consider all options and is not governed by conventional thinking. Client focus – the ability to effectively determine specific client needs and to provide value added solutions. Strong interpersonal skills, good judgment and be capable of communicating with a diverse range of individuals. A strong focus on execution in getting things done right. Proven ability to consistently produce and deliver expected results to all stakeholders by: Finding a way to achieve success through adversity. Being solution (not problem) focused Ability to develop and maintain productive relationships with clients, business partners and organizational peers with a focus on timely and meaningful exchanges of information. Detail oriented with initiative and the ability to work independently in a fast-paced environment. Excellent analytical skills. Proficient in the use of computer programs, including Word, Excel, and Outlook. Must demonstrate a desire for continued professional development through continuing education and self-development opportunities. Ability to prioritize workload and handle multiple tasks. Preferred Qualifications: The ability to also read and write Spanish fluently is not required but preferred. Experience working with Guidewire and/or ClaimsCenter strongly preferred, but not required. Experience creating structured and clear prompts deliver accurate and reliable results from a LLM is preferred but not required. The base salary range provided below is for hires in those geographic areas only and will be commensurate with candidate experience. Pay ranges for candidates in other locations may differ based on the cost of labor in that location. In addition to base salary, this position is eligible for an annual bonus based on company and individual performance as well as a generous benefits package. Richmond Pay Range: $29.37 - $34.18 per hour ($61,098 - $71,094 annualized) Albany and Chicago Pay Range: $32.32 - $37.71 per hour ($67,218 - $78,438 annualized) Los Angeles and New York City Pay Range: $35.26 - $41.14 per hour ($73,338 - $85,578 annualized) About Working in Claims at Argo Group Argo Group does not treat our claims or our claims professionals as a commodity. The work we offer is challenging, diverse, and impactful. Our Adjusters and Managers are empowered to exercise their independent discretion and, within broad limits and authority, be creative in developing solutions and treat each case as the unique situation it is. We have a very flat organizational structure, enabling our employees have more interaction with our senior management team, especially when it relates to reviewing large losses. Our entire claims team works in a collaborative nature to expeditiously resolve claims. We offer a work environment that inspires innovation and is open to employee suggestions. We even offer rewards for creative and innovative ideas. We believe in building an inclusive and diverse team, and we strive to make our office a welcoming space for everyone. We encourage talented people from all backgrounds to apply. PLEASE NOTE: Applicants must be legally authorized to work in the United States. At this time, we are not able to sponsor or assume sponsorship of employment visas. If you have a disability under the Americans with Disabilities Act or similar state or local law and you wish to discuss potential reasonable accommodations related to applying for employment with us, please contact our Benefits Department at 210-321-8400. Notice to Recruitment Agencies: Resumes submitted for this or any other position without prior authorization from Human Resources will be considered unsolicited. BWS and / or its affiliates will not be responsible for any fees associated with unsolicited submissions. We are an Equal Opportunity Employer. We do not discriminate on the basis of age, ancestry, color, gender, gender expression, gender identity, genetic information, marital status, national origin or citizenship (including language use restrictions), denial of family and medical care leave, disability (mental and physical) , including HIV and AIDS, medical condition (including cancer and genetic characteristics), race, religious creed (including religious dress and grooming practices), sex (including pregnancy, child birth, breastfeeding, and medical conditions related to pregnancy, child birth or breastfeeding), sexual orientation, military or veteran status, or other status protected by laws or regulations in the locations where we operate. We do not tolerate discrimination or harassment based on any of these characteristics. The collection of your personal information is subject to our HR Privacy Notice Benefits and Compensation We offer a competitive compensation package, performance-based incentives, and a comprehensive benefits program—including health, dental, vision, 401(k) with company match, paid time off, and professional development opportunities.