Loss Drafts Specialist

Full job description

The Loss Draft Specialist performs an important role in helping guide the customer/claimant through the claims process and helping them get their lives back in order following a property damage or loss. They are responsible for accurately processing documents related to property damage claims including ordering and reviewing inspection reports of damage and resolving any issues. This could include tasks such as responding to requests, inquiries, and complaints from various parties involved in the claims process.

The Loss Draft Specialist has a direct impact on customer satisfaction and confidence through the timeliness and accuracy of their work and the quality of customer interactions. Successful Loss Draft Specialists enjoy working in a fast-paced environment, have empathy for our customers, and have an ability to prioritize and complete tasks in a timely manner.

Our volume of work may increase on occasion, especially during natural disasters, and therefore there will be times when overtime may be required.

Primary Job Accountabilities/Responsibilities

Responsible for communicating with various individuals involved in the claims process such as homeowners, adjusters, mortgage companies, etc. to handle property damage claim requirements. This could include the following:

• Answer questions and respond to requests, inquiries, and complaints in a timely and professional manner.
• Review and research claim information provided, make appropriate follow-up calls to resolve issues, and process claim checks following standard policies and procedures.
• Ensure that internal and external standards are met on a consistent basis
• Efficiently and accurately enter information into company proprietary systems.

Build and maintain effective internal and external working relationships in order to meet client requirements and service level agreements.

• Request information and/or provide updates as needed.
• Handle other duties and projects as requested based on business needs.
• Maintain and update procedure knowledge on an on-going basis and attend workshops, seminars, and other training sessions as appropriate.

Basic Qualifications

• High School diploma or GED
• Proven customer service skills and ability to work in an environment focused on quality and accuracy
• Strong problem-solving skills and ability make appropriate decisions based on standard procedures and information provided
• Good oral and written communication skills and professional telephone etiquette
• Good organizational skills and the ability to manage multiple tasks and meet deadlines
• Basic knowledge of computers and proficiency with Microsoft office including Excel and PowerPoint