Claims Administration Representative

3416US00 Howden US Services LLC; Charlotte (NC); Hybrid; USD 60,000 - 80,000; Full time

Benefits offered by this job

Medical, dental, and vision

401(k) plan

Flexible PTO

Parental leave

Job summary

Howden seeks a Claims Administration Representative in Charlotte, NC or Costa Mesa, CA with a hybrid work schedule. This role supports the Claims Operations team, handling FNOL entry and core processing to keep claims accurate and up to date.

The candidate will serve as a link between offshore partners and on‑shore leadership, ensuring proper routing, clear communication, and escalation when needed, while supporting west coast clients with a 10:00 AM – 6:00 PM EST shift.

Qualifications

• 2+ years of insurance claims handling experience in brokerage or agency.
• Strong understanding of policy coverage and end-to-end claims lifecycle.
• Ability to independently manage a portfolio and prioritize in fast-paced environment.
• Proficient in data analysis, investigations, and trend identification.

Responsibilities

• Review, validate, and process First Notice of Loss (FNOL) submissions and establish claims.
• Maintain complete, accurate claim files and records for compliance and audit readiness.
• Monitor claim activity, milestones, reserve movements, and aging; prepare status updates.
• Coordinate with adjusters, carriers, brokers, and internal teams to facilitate progression and timely resolution.
• Identify, investigate, and elevate complex issues, coverage questions, or financial discrepancies.
• Support claims projects and cross-functional process improvements to enhance accuracy and client experience.
• Adhere to claims procedures, regulatory requirements, and internal controls while focusing on quality.
• Build and maintain relationships with clients, carriers, and internal partners throughout the claims lifecycle.

Skills

FNOL processing

Claims lifecycle

Customer service

Analytical skills

Excel

Communication

Offshore collaboration

Tools

Applied Epic

MS Excel

CRM systems

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 elevate 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, verbal, and written communication skills, with the ability to build and maintain productive relationships with clients, carriers, and internal stakeholders. Highly organized and detail‑oriented, with the ability to manage multiple priorities, meet deadlines, and ensure accurate documentation and recordkeeping. Proven ability to interpret and apply policies, procedures, regulatory requirements, and internal controls while maintaining compliance and governance standards. Commercially minded and results‑oriented, with a proactive and solution‑focused approach to claim resolution and customer service. Experience collaborating across functions, including claims, finance, operations, and external partners; experience working with offshore teams is a plus. Demonstrated ability to mentor, support, and share knowledge with less experienced team members. Self‑motivated team player committed to continuous improvement and delivering high‑quality outcomes. Proficiency with agency management systems (Applied Epic experience preferred) and Microsoft Office applications, particularly Excel, Word, and PowerPoint. Flexibility to work 10:00 AM – 6:00 PM EST hours to accommodate West Coast clients.

Compensation and Benefits

The expected base salary range for this role is $60,000 - $80,000; actual base salary will be determined based on factors including candidate experience and work location. This role is classified as non‑exempt under the Fair Labor Standards Act (FLSA). In addition to a competitive base salary, employees are eligible to receive a discretionary bonus.

• Medical, dental, and vision insurance, including healthcare savings and reimbursement accounts
• 401(k) retirement plan
• Flexible Paid Time Off and paid parental leave
• Life and Disability insurance

Our sustainability promise

We’re on a life‑long journey to become an ever‑more sustainable group. It's a commitment to taking care of our people and the world we live in, to doing good business, and to making a positive impact wherever we can. Our governance processes, company policies, and review systems are all geared towards our goal of making a positive impact in the world. You can read more about our sustainability work here.

What do we offer in return?

A career that you define. At Howden, we value diversity – there is no one Howden type. Instead, we’re looking for individuals who share the same values as us: Our successes have all come from someone brave enough to try something new. We support each other in the small everyday moments and the bigger challenges. We are determined to make a positive difference at work and beyond.

Reasonable adjustments

We’re committed to providing reasonable accommodations at Howden to ensure that our positions align well with your needs. Besides the usual adjustments such as software, IT, and office setups, we can also accommodate other changes such as flexible hours* or hybrid working*. Not all positions can accommodate changes to working hours or locations. Reach out to your Recruitment Partner if you want to know more.

Permanent Howden began in 1994, as just three people and a dog. Now there are 23,000 of us, and we're a leading global insurance group, managing $37bn of premiums for our clients. Our largest shareholder group is us – the people who work in the business – supported by three long‑term, minority growth‑equity partners who share our vision to build a business to last, one that will never be sold. The owner's mindset is something that's embedded in our culture; our people readily take ownership of their decisions, their actions, and their outputs. They’re invested in every sense. And we all know that by working together to drive the business forward, everyone will benefit from the extraordinary results we can achieve.