Claims Administration Representative

hyperiongrp; Charlotte (NC); Hybrid; USD 60,000 - 85,000; Full time

Job summary

Howden is actively seeking a Claims Administration Representative in Charlotte, NC with a hybrid work schedule. The role focuses on FNOL entry, claims processing, and maintaining accurate records while supporting a wide range of internal and external stakeholders.

You will handle inquiries, collaborate with adjusters and carriers, and contribute to ongoing process improvements. The position requires 2+ years in insurance claims handling and strong analytical skills.

Qualifications

• 2+ years of insurance claims handling experience.
• Strong understanding of insurance principles, policy coverage, and the end‑to‑end claims lifecycle.
• Ability to independently manage a portfolio of claims, prioritize competing demands, and make sound decisions.

Responsibilities

• Review, validate, and process FNOL submissions and establish claims.
• Provide timely support for claim inquiries and maintain high service standards for clients, carriers, and stakeholders.
• Maintain accurate claim files and records for compliance and audit readiness.
• Monitor claim activity, milestones, and prepare status updates on trends and reserve movements.
• Coordinate with adjusters, carriers, brokers, and internal teams to ensure timely resolution of matters.
• Identify and escalate complex issues to appropriate stakeholders.
• Support claims projects and process improvement initiatives to improve efficiency and client experience.

Skills

Insurance claims handling

Insurance principles

Portfolio management

Analytical problem-solving

Interpersonal communication

Job description

Who are we?

Howden is a global insurance group with employee ownership at its heart. Together, we have pushed the boundaries of insurance. We are united by a shared passion and no-limits mindset, and our strength lies in our ability to collaborate as a powerful international team comprised of 24,000 employees spanning over 56 countries.

People join Howden for many different reasons, but they stay for the same one: our culture. It's what sets us apart, and the reason our employees have been turning down headhunters for years. Whatever your priorities - work / life balance, career progression, sustainability, volunteering - you'll find like-minded people driving change at Howden.

What is the role?

We are seeking a Claims Administration Representative in Costa Mesa, CA or Charlotte, NC with a hybrid work schedule.

ROLE SUMMARY

The Claims Admin Representative in handling FNOL entry and core claims processing, for designated business units within Howden Specialty LLC , supporting the Claims Operations team, resolving day-to-day account and transaction queries, and keeping claim records accurate and up to date. The role also serves as a key point of connection between offshore partners and on-shore vertical and operations leadership, helping ensure work is routed correctly, communicated clearly, and escalated when needed. This candidate will support west coast clients and will be expected to maintain a 10a-6pm EST shift.

What will you be doing?

Operational Responsibilities

• Review, validate, and process First Notice of Loss (FNOL) submissions, ensuring claims are accurately established and documented in accordance with carrier and internal procedures.
• Provide timely support for claim and account-related inquiries, resolving routine issues while delivering a high standard of service to clients, carriers, and internal stakeholders.
• Maintain complete, accurate, and up-to-date claim files, documentation, and records to support compliance, audit readiness, and effective claim management.
• Monitor claim activity and key milestones, preparing regular reports and status updates on claim trends, aging, reserve movements, and outstanding issues.
• Coordinate with adjusters, carriers, brokers, and internal teams to facilitate claim progression, collect required information, and ensure timely resolution of outstanding matters.
• Identify, investigate, and escalation complex claim issues, coverage questions, service concerns, or financial discrepancies to the appropriate stakeholders.
• Respond promptly to urgent requests and high-priority claim matters, ensuring effective communication and resolution within established service standards.
• Support claims projects, process improvement initiatives, and operational activities that enhance efficiency, accuracy, and client experience.
• Adhere to all claims handling procedures, regulatory requirements, and internal controls while maintaining a strong focus on quality, accuracy, and customer service.
• Build and maintain productive relationships with clients, carriers, and internal business partners, serving as a reliable and professional point of contact throughout the claims lifecycle.

Stakeholder and Client Relationship

• Build and maintain strong relationships with internal and external stakeholders, serving as a responsive point of contact when needed; this includes supporting Private Client and Health & Benefits.
• Respond to business and customer requirements with agility, professionalism, and sound judgment, while upholding the highest ethical standards in all interactions.

Reporting & Projects

• Maintain accurate, up‑to‑date system records and deliver accounting operations, KPI reporting, and management information.
• Use data‑driven insights to steer execution priorities, identify escalation needs, and communicate effectively through clear data storytelling.
• Support assigned initiatives and actively contribute to cross‑functional projects.
• Perform account reconciliations with markets and clients, ensuring issues are identified, investigated, and resolved efficiently and accurately.
• Respond to account‑related inquiries promptly and in line with defined service standards.

Compliance, Governance & Market Awareness

• Ensure compliance with company policies, procedures, and all applicable legal and regulatory requirements.
• Stay informed of relevant legal, regulatory, and market changes affecting the role and the business.

What are we looking for?

Qualifications:

• 2+ years of insurance claims handling experience, preferably within a brokerage or agency environment.
• Strong understanding of insurance principles, policy coverage, and the end‑to‑end claims lifecycle.
• Ability to independently manage a portfolio of claims, prioritize competing demands, and make sound decisions in a fast‑paced environment.
• Excellent analytical, problem‑solving, and investigative skills, with the ability to identify trends, assess risks, and develop effective solutions.
• Strong interpersonal, verba