• Manages and reserves all aspects of an assigned claims inventory to an equitable conclusion • Communicates with all relevant parties to the claim including policyholders, agents, attorneys, witnesses or public adjusters to gather information • Investigates claims to determine exposure, works with appropriate experts and makes strategic recommendations • Analyzes new and transferred losses to design a plan of action in the management of the claim • Maintains a good diary system to ensure timely resolution of claims and compliance with state regulations • Ensures accuracy of data in claims system for regulatory reporting • Directs defense counsel through the litigation process in accordance with Company litigation guidelines

• Obtain first notice of loss reports for non-complex auto and property claims through an Express Claim Center. • Handle customer questions on process, policies, and next steps. • Update claim information. • Handle all First Notice of Loss (FNOL) calls for both Auto and Property customers. • Handle inquiry calls for both Auto and Property customers, making decisions on claims. • Provide exceptional Customer Experience based on claims service and quality standards. • Responding to customers with empathy, care and concern. • Secure and accurately document all details concerning a loss. • Explain claim process and next steps as necessary. • Set up Method of Inspections and/or Emergency Services where required.

• Obtain first notice of loss reports for non-complex auto and property claims through an Express Claim Center. • Handle customer questions about processes, policies, and next steps; update claim information accordingly. • May schedule inspections, dispatch mitigation vendors or contractors to customer property, or arrange temporary housing as needed. • Contact, or receive contact from, customers and other claim-related third parties to obtain and provide necessary file information in compliance with quality and process standards. • Receive, screen, and route incoming telephone calls and other electronic correspondence. • Take first notice of loss claims, explain the basic claim process, and provide general information to customers. • Retrieve, print, fax, or mail supporting documentation to vendors or others as directed. • Handle claim files (locate/request files, file paperwork, reconstruct missing files, correct misfiled documents, forward to other offices, etc.). • Perform clerical duties, including data entry, filing paper documents, managing email and calendars, and word processing.

• To analyze complex or technically difficult California workers' compensation claims to determine benefits due. • To work with high exposure claims involving litigation and rehabilitation. • To ensure ongoing adjudication of claims within service expectations, industry best practices and specific client service requirements. • To identify subrogation of claims and negotiate settlements.