ICW Group

Claims Specialist

• Review and analyze incoming workers' compensation claims to determine severity and benefits owed
• Communicate with injured workers, employers, medical providers, and internal teams
• Document claim details and triage decisions in the claims management system
• Identify potential fraud indicators and escalate as needed
• Maintain compliance with company policies and state regulatory requirements
• Support continuous improvement initiatives within the triage process

Claims Associate

Account Manager

• Serve as main point of contact for customers, brokers, and account executives
• Answer customer inquiries and resolve issues and complaints
• Investigate customer complaints and provide timely resolutions
• Maintain relationships with clients and listen to build value
• Coordinate efforts with Medical Provider Network contacts
• Participate in marketing for prospective business
• Prepare customer care reports and analyze findings

Claims Account Manager II

Risk

• Identify and quantify policyholder Workers Compensation, Commercial Property, and/or Liability risks and communicate information internally.
• Develop risk identification and quantification approaches for the organizations’ book of business.
• Mitigate risk for small to midsized policyholders and establish positive relationships with customers and improve results of the assigned book of business.
• Partner with internal stakeholders in conducting research or accident investigations to sustain claims and underwriting initiatives.
• Schedule company surveys and account service plans to identify risk factors.
• Mitigate risk by initiating and implementing corrective action recommendations and thorough execution of service plans.
• Collaborate with underwriting and claims teams to develop, draft and present large account service proposals.
• Perform accident investigations in support of claims and underwriting.
• Deliver risk management services to customers to mitigate risk, identify exposures and/or mitigate claim costs.
• Recommends methods to control or reduce risk based on assessment to customer base.

Senior Risk Management Consultant

• Handles moderate to complex claims with a focus on providing high service levels for policyholders
• Manages all aspects of a claims inventory and communicates effectively with stakeholders
• Investigates claims to determine exposure and makes strategic recommendations
• Utilizes resolution tactics to drive outstanding results
• Operates within regulatory rules and internal policies
• Directs defense counsel throughout the litigation process
• Prepares and presents claims status reports for stakeholders
• Administers timely benefits to injured workers
• Resolves claims fairly and equitably acting in the insured’s interest
• Identifies and drives resolution opportunities on complex or long-duration claims

Senior Claims Examiner, Workers’ Compensation

Technical Project Manager

• Manages multiple project teams or a single large team on project of greater complexity and risk
• Manages the team’s execution of project tasks in an outcome focused mindset demonstrating a high degree of integrity
• Manages the team’s approach to addressing change or stressful situations
• Enables an environment where collaboration is effective and focused on delivering impactful business results
• Seeks opportunities to improve the team’s value by providing constructive suggestions
• Leverages data when making decisions, gathers new information and insights to work through complex issues
• Communicates progress and escalations effectively
• Leads internal status meetings and effectively captures, stores, and distributes meeting notes
• Collaborates closely with technical teams to develop and track release milestones and schedules
• Leverages and recommends project management principles and best practices to ensure the success of project
• Guides other team members on project management best practices and continues to expand mastery of his/her own
• Coordinates project activities, identifies appropriate resources needed, and develops schedules to ensure timely completion of the project
• Assists with vendor management efforts and ensures agreements are met
• Monitors the compliance of project plans by ensuring team members follow policies and procedures
• Understands, tracks, and communicates issues, risks, and action items in a timely manner
• Tracks key project milestones and adjusts project plans and/or resources to meet the needs of customers
• Collaborates with business and project team to define project scope, requirements, and deliverables
• Provides regular updates and progress reports to internal teams and stakeholders
• Creates and executes project plans and revises as appropriate to meet continuously changing needs and requirements
• Serves as partner and key point of contact for stakeholders to ensure success
• Acts as point of escalation internally for all issues
• Coordinates activities and promotes project vision and objectives with project team
• Maintains and cultivates working relationships with team members and other involved departments
• Provides insight into key stakeholders and project sponsors by developing project goals, setting the prioritization of deliverables, and discussing involvement of business processes
• Facilitates decisions necessary for project delivery by communicating tough issues and keeping an independent opinion

Claims System Technical Project Manager III

• Manages complex claims inventories requiring advanced technical expertise and strategic claim handling
• Effectively communicates with policyholders, agents, attorneys, and witnesses to gather information and provide highest possible level of customer service
• Promptly investigates claims to determine exposure, works with appropriate experts and makes strategic recommendations
• Utilizes appropriate resolution tactics (e.g., mediation, negotiation, denial, litigation or offer) to proactively drive outstanding results
• Operates within the requirements of related state and/or the governing entity rules and regulations as well as internal claims handling policies and procedures
• Ensures accuracy of data in claims system for compliance with applicable regulatory reporting
• Provides knowledge transfer across the organization
• Continuously seeks to improve technical skills by attending job related training and tracking current case law

Claims Specialist – Contribution

• Handles moderate to complex claims with a focus on providing the highest level of service for policyholders and ICW Group
• Manages all aspects of assigned claims inventory
• Effective communication with policyholders, agents, attorneys, and witnesses to gather information
• Prompt investigation of claims to determine exposure, working with appropriate experts
• Utilizes appropriate resolution tactics to proactively drive outstanding results
• Directs defense counsel throughout the litigation process
• Consistently provides exceptional customer service
• Effectively collaborates with team members across various departments
• Acts as a Subject Matter Expert for the department
• Makes recommendations for streamlining processes and adopting industry’s best practices
• Ensures accuracy of data in claims system
• Provides knowledge transfer across the organization
• Acts as a mentor and provides training for less experienced team members

Senior Claims Examiner – Workers' Compensation

Director

• Provides strategic leadership and operational oversight for a high‑performing claims organization.
• Accountable for driving enterprise‑level initiatives that strengthen regulatory compliance, elevate operational efficiency, and deliver superior claim outcomes.
• Optimizes processes, mitigates risk, and enhances the customer experience across the claim’s lifecycle.
• Plays a pivotal role in shaping claims strategy, fostering cross‑functional alignment, and ensuring reputation as a trusted carrier.
• Develops and executes enterprise‑aligned strategies that integrate audit, compliance, technical claims management, and support functions.

Claims Director – Commercial Property

• Provides strategic leadership and operational oversight for a high‑performing claims organization
• Accountable for driving enterprise‑level initiatives that strengthen regulatory compliance, elevate operational efficiency, and deliver superior claim outcomes
• Optimizes processes, mitigates risk, and enhances the customer experience across the claim’s lifecycle
• Plays a pivotal role in shaping claims strategy, fostering cross‑functional alignment, and ensuring a trusted, high‑performing carrier reputation
• Builds strong cross‑functional partnerships with Underwriting, Risk Management, Actuarial, IT, Finance, and other internal stakeholders
• Analyzes operational and system‑related challenges, presenting findings and recommendations to senior leadership
• Oversees performance management, including goal setting, development planning, and coaching for direct reports

Claims Director – Commercial Auto

Manager

• Provide Strategic Leadership, Data Driven Decision Making, Operational Efficiencies, and Customer Focus
• Develops and executes strategies that align audit, compliance, technical claims management, and support functions with organizational goals for claims performance
• Drives initiatives that improve claim outcomes through process optimization and risk mitigation
• Establishes metrics and KPIs to measure performance, operational efficiency, and compliance effectiveness
• Leverages analytics and reporting tools to identify trends, gaps, and opportunities for improvement
• Streamlines workflows and eliminates redundancies
• Implements automation and technology solutions to enhance productivity and reduce cycle times
• Monitors resource allocation and optimizes team performance
• Ensures operational procedures support excellent customer experience while maintaining compliance and accuracy standards

Senior Manager, Customer Relations – Commercial Multiperil

Customer Support

• Provide support directly or indirectly to agency partners
• Respond to incoming calls and provides support via telephone, email, and other sources
• Investigates customer questions and complaints, determines causes and resolves complaints
• Maintains accurate record keeping and ensures integrity of data for the customer contact program

Customer Care Coordinator

• Identify and quantify policyholder Workers Compensation, Commercial Property, and/or Liability risks and communicate information internally.
• Develop risk identification and quantification approaches for the organizations’ book of business.
• Mitigate risk for small to midsized policyholders to establish positive relationships with customers.
• Perform accident investigations and deliver risk management services to customers.

• Supervise a team of Nurse Case Managers
• Perform clinical assessment and evaluate needs for treatment in worker’s compensation claims
• Negotiate and coordinate appropriate medical treatment and length of disability with providers and employers
• Monitor quality and appropriate service delivery of the case management process
• Conduct monthly case reviews with team members
• Measure and report on interventions to determine outcomes

Supervisor, Telephonic Nurse Case Manager

Payroll

• Administers the Payroll system for all ICW Group Companies
• Initiates process and sets up ICW companies as employers in new states, completing required paperwork and securing tax id
• Processes payroll-related documents and responds to state disability, unemployment, and employment verification requests
• Administers annual end of year and W-2 processes ensuring accurate, complete data is provided within the established legal deadlines
• Prepares and processes off-cycle payrolls and manual checks as needed for new hires, terminations, bonuses, or other payments
• Responds to payroll-related inquiries and resolves concerns
• Maintains current working knowledge of payroll software and tax laws for all states with employees
• Identifies and recommends updates to payroll processing and procedures
• Ensures accurate and timely processing of payroll updates including new hires, terminations, and changes to pay rates
• Implements, maintains, and reviews payroll processing systems to ensure timely and accurate processing of payroll transactions including team member timesheets, salaries, benefits, garnishments, taxes, and other deductions
• Prepares and maintains accurate records and reports of payroll transactions
• Ensures all team members are paid within legal time requirements and with proper calculations

Payroll Specialist

• Manages all aspects of a complex claims inventory.
• Effectively communicates with policyholders, agents, attorneys, and witnesses to gather information and provide the highest possible level of customer service.
• Promptly investigates claims to determine exposure, works with appropriate experts and makes strategic recommendations.
• Utilizes appropriate resolution tactics (e.g., mediation, negotiation, denial, litigation or offer) to proactively drive outstanding results.
• Operates within the requirements of related state and/or the governing entity rules and regulations as well as internal claims handling policies and procedures.
• Works with defense counsel throughout the litigation process in line with ICW litigation guidelines while monitoring legal fees and costs.
• Consistently provides exceptional customer service.
• Effectively collaborates with team members from various departments for project and process discussions.
• Acts as a Subject Matter Expert for the department.
• Makes recommendations for streamlining processes and adopting the industry’s best practices.
• Ensures accuracy of data in claims system for compliance with applicable regulatory reporting.
• Provides knowledge transfer across the organization.
• Continuously seeks to improve technical skills by attending job related training and tracking current case law.
• Acts as a mentor and provides training for less experienced team members.