Complex Claims Specialist - Cyber, Technology, Media, Fidelity & Miscellaneous Professional Liability

CNA Insurance; Glastonbury (CT); On-site; USD 54,000 - 103,000; Full time

Job summary

CNA Insurance is seeking a Complex Claims Specialist to join a Cyber, Technology, Media, MPL, and Fidelity claims team. The role covers primary and excess policies, focusing on customer service, timely updates, and accurate claim handling across various industries.

Typically requires a bachelor's degree or equivalent, about four years of relevant experience, and an Adjuster License within 90 days. CPCU is a plus; prior cyber/tech/MPL exposure is beneficial.

Qualifications

• Bachelor's degree or equivalent experience; JD preferred.
• Typically at least four years of relevant claim-handling experience.
• Must have or be able to obtain an Insurance Adjuster License within 90 days of hire.
• Professional designations such as CPCU are a plus.
• Experience with Cyber/Technology/Media or MPL claims is advantageous.

Responsibilities

• Verify coverage and establish reserves by reviewing policy language and working with coverage counsel as needed.
• Independently investigate to determine compensability, liability, and damages and gather pertinent documents.
• Interact professionally with insureds, claimants, and partners to provide updates and service.
• Authorize disbursements within authority, negotiate settlements, and escalate to management when appropriate.
• Identify subrogation or fraud indicators and refer for further investigation.
• Maintain regulatory compliance and contribute to expense management and quality standards.

Skills

Customer service

Investigations

Communication skills

Negotiation

Analytical thinking

Time management

Multi-tasking

Subrogation awareness

Microsoft Office

Education

Bachelor's degree or equivalent experience

JD preferred

Insurance Adjuster License within 90 days

CPCU designation a plus

Tools

Microsoft Office Suite

Job description

You have a clear vision of where your career can go. And we have the leadership to help you get there. At CNA, we strive to create a culture in which people know they matter and are part of something important, ensuring the abilities of all employees are used to their fullest potential.

We are seeking a talented Complex Claims Specialist for our dynamic Cyber, Technology, Media, Miscellaneous Professional Liability (MPL), and Fidelity claim team. This role will primarily focus on Cyber, Technology, Media, and MPL claims. File handling will involve both primary and excess policies across a diverse portfolio of businesses and industries. The ideal candidate appreciates the customer, ensures best-in-class service, and is accustomed to acting with a sense of urgency.

JOB DESCRIPTION:

Essential Duties & Responsibilities

Performs a combination of duties in accordance with departmental guidelines:

• Manages an inventory of low to moderate complexity and exposure by following company protocols to verify policy coverage, conduct investigations, develop and employ resolution strategies, and authorize disbursements within authority limits.
• Provides exceptional customer service by interacting professionally and effectively with insureds, claimants, and business partners; achieving quality and cycle time standards; providing regular, timely updates; and responding promptly to inquiries and requests for information.
• Verifies coverage and establishes timely and adequate reserves by reviewing and interpreting policy language, partnering with coverage counsel on more complex matters, estimating potential claim valuation, and following the company's claim-handling protocols.
• Conducts focused investigations to determine compensability, liability, and covered damages by gathering pertinent information, such as contracts or other documents, and working with experts or other parties as necessary to verify the facts of the claim.
• Establishes and maintains working relationships with appropriate internal and external work partners, suppliers, and experts by identifying and collaborating with resources needed to effectively resolve claims.
• Authorizes and ensures claim disbursements within authority limits by determining liability and compensability, negotiating settlements, and escalating to a manager as appropriate.
• Contributes to expense management by resolving claims timely and accurately, selecting and actively overseeing appropriate resources, and delivering high-quality service.
• Identifies and addresses subrogation or potential fraud occurrences by evaluating claim facts and making referrals to appropriate Recovery or Special Investigations Unit (SIU) resources for further investigation.
• Achieves quality standards on every file by following all company guidelines, meeting quality and cycle time targets, ensuring proper documentation, and issuing appropriate claim disbursements.
• Maintains compliance with state and local regulatory requirements by following company guidelines and staying current on commercial insurance laws, regulations, and trends for the line of business.
• May serve as a mentor or coach to less experienced claim professionals.

May perform additional duties as assigned.

Reporting Relationship

Typically reports to a Manager or above.

Skills, Knowledge & Abilities

• Solid working knowledge of the commercial insurance industry, products, policy language, coverage, and claim practices.
• Solid verbal and written communication skills, with the ability to develop positive working relationships and summarize and present information to customers, claimants, and senior management as needed.
• Demonstrated ability to develop collaborative business relationships with internal and external work partners.
• Ability to exercise independent judgment, solve moderately complex problems, and make sound business decisions.
• Demonstrated investigative experience with an analytical mindset and critical-thinking skills.
• Strong work ethic, with demonstrated time-management and organizational skills.
• Demonstrated ability to manage multiple priorities in a fast-paced, collaborative environment while maintaining high productivity.
• Developing ability to negotiate low to moderately complex settlements.
• Adaptability in a changing environment.
• Knowledge of Microsoft Office Suite and the ability to learn business-related software.
• Demonstrated ability to value diverse opinions and ideas.

Education & Experience

• Bachelor's degree or equivalent experience; Juris Doctor (JD) preferred.
• Typically a minimum of four years of relevant experience, preferably in claim handling or at a law firm.
• Candidates who have successfully completed the CNA Claim Training Program may be considered after two years of claim-handling experience.
• Must have, or be able to obtain and maintain, an Insurance Adjuster License within 90 days of hire where applicable.
• Professional designations are a plus, such as the Chartered Property Casualty Underwriter (CPCU) designation.
• Experience handling claims or legal matters involving Cyber, Technology, Media, or MPL is a plus.

In certain jurisdictions, CNA is legally required to include a reasonable estimate of the compensation for this role. In District of Columbia, California, Colorado, Connecticut, Illinois, Maryland, Massachusetts, New York and Washington, the national base pay range for this job level is $54,000 to $103,000 annually. Salary determinations are based on various factors, including but not limited to, relevant work experience, skills, certifications and location. CNA offers a comprehensive and competitive benefits package to help our employees - and their family members - achieve their physical, financial, emotional and social wellbeing goals. For a detailed look at CNA's benefits, please visit cnabenefits.com.

CNA utilizes AI-enabled technology during the recruiting process. For more information, please visit our careers page.

CNA is committed to providing reasonable accommodations to qualified individuals with disabilities in the recruitment process. To request an accommodation, please contact [e-mail]