Analyst

• Corresponds through verbal/written communication with policyholders, claimants, travel coordinators, etc. to gather important information to support claim decision
• Serve as a customer advocate in all interactions to provide an outstanding customer experience
• Review, assess, and process claims with adhering to established SLAs
• Prompt responses to all status calls (next business day standard)
• Maintain SLAs on DOI, Attorney Demand and BBB complaints
• Deliver complete, timely, and accurate work
• Thoroughness of file documentation of spreadsheets and diary
• Minimum number of claim appeals overturned due to analyst error
• Manage work queue independently
• Take ownership of claim decisions and work queue
• Communicate effectively both written and verbal
• Recognize fraud and subrogation opportunities and refer to appropriate expert
• Consistently provide high-level customer service
• Adhere to documented procedures
• Demonstrate reliability (attendance, punctuality, time management)
• Show respect for co-workers and external contacts (customers, agents, third party providers, etc.)
• Show commitment to supporting team goals (e.g. eliminating backlogs, adherence to Work Force Management)
• Participate in Operations and Companywide initiatives (Focus Groups, Pilots, System Enhancements)
• Be a positive influence in the unit and exhibit professionalism
• Leadership (willingness to put forth ideas to improve unit performance)
• Willingness to accept constructive criticism (coachable)
• Support of Team TII or other community initiatives
• Continuous acquisition, development, and refinement of your skills as a claim professional
• Embrace and practice Pete’s Principles

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