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

CNA Financial; New York (NY); On-site; USD 70,000 - 110,000; Full time

Job summary

CNA Financial in New York seeks a Complex Claims Specialist for its cyber, technology, MPL, and fidelity claim team. You will handle low to moderate complexity commercial claims with focus on timely investigation and fair resolution, while delivering best-in-class service.

You will verify coverage, establish reserves, coordinate with experts, and communicate clearly with insureds and partners. This role values organized, proactive professionals who can juggle multiple priorities and maintain

Qualifications

• Experience handling low to moderate complexity commercial claims.
• Strong verbal and written communication for customers and management.
• Ability to investigate and analyze claim facts with an analytical mindset.
• Proven time management and ability to handle multiple priorities.

Responsibilities

• Manages an inventory of low to moderate complexity and exposure claims following company protocols.
• Provides exceptional customer service to insureds, claimants, and partners with timely updates.
• Verifies coverage and reserves by reviewing policy language and collaborating with counsel on complex matters.
• Conducts focused investigations to determine compensability and damages.
• Establishes relationships with internal and external partners to resolve claims efficiently.
• Authorizes disbursements within authority limits and escalates when needed.
• Mentors less experienced staff and may take on additional duties.

Skills

Commercial insurance knowledge

Claim-handling skills

Verbal and written communication

Investigative skills

Time management

Multi-priority management

Tools

MS Office

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.

This individual contributor position works under moderate direction and within defined authority limits to manage commercial claims with low to moderate complexity and exposure. Responsibilities include investigating and resolving claims according to company protocols, quality standards, and customer service expectations. The position requires regular communication with customers and insureds and may be dedicated to specific account(s). The individual must be organized, able to pivot among competing prioritized tasks throughout the day, and possess excellent verbal and written communication skills.

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 t