Travelers

Supervisor

• Manage individual and team delivery against the service agent performance framework: Contact Delivery, Customer Impact, and CSC Standards.
• Monitor real-time phone behaviors, break thresholds, and after-call wrap times.
• Collaborate and manage performance root cause analysis and action plans to help identify performance gaps.
• Lead, monitor, motivate, and evaluate the day-to-day performance at team and individual level.
• Ensure company processes and procedures are adhered to by team and individuals.
• Partner with the quality, operations, product and service support team to ensure compliance requirements are met.
• Collaborate cross-functionally to align day-to-day operational initiatives with the broader customer experience strategy.
• Oversee Zendesk queue management, prioritizing complex requests for internal and external customers.
• Guide the team through automated digital shifts, Gen AI auto-reply rollouts for automated servicing.
• Support skill diversification across both licensed and unlicensed agents to distribute workloads evenly and reduce bottlenecks.
• Support cross-departmental efforts to overall Objective Key Results including effective call routing, IVR re-routes, and chatbot deployment.

Licensed Service Supervisor

IT Support

• Under general direction and as a member of the local management team, this position is responsible for product quality and performance for a specific team of Specialty BI Inside claim professionals.
• Provide guidance and direction to direct reports through a continuous process of management involvement and frequent claim file review.
• Serve as a field representative for the Home Office Inside Property CAT product, as requested.
• Select, lead, mentor, performance manage and develop staff.

Liability Unit Manager

Support Engineer

• Under general supervision provides 1st and 2nd line IT Technical Support to Travelers UK staff.
• Ensures that customers have optimum use of corporate IT Systems, with specific responsibilities for all Core Systems, Personal Computers and Peripherals for the Travelers UK offices.
• Working as part of the IT Technical Support team, assist with the day to day support of the Travelers PC desktop and supporting systems, and carry out any IT related requests, as instructed by the support manager.
• Assist with the support for all PC hardware, laptops, printers, scanners, Mobile and PC based applications such as Microsoft Outlook and MS Office.
• Work with third parties and pass calls to other teams within IT when required.
• Utilize the IT Service Desk system effectively for the logging and tracking of incidents and requests within set SLAs.
• Carry out internal moves and setup of presentation equipment for meetings as requested by business users in the IT Service Desk.
• Perform other duties as assigned.

IT First Line Support Technician

General

• We are looking for a motivated and enthusiastic team player with extensive industry experience to join our Strategic Resolution Group Claim team as a Major Case Specialist handling complex toxic tort, latent injury, sexual misconduct, environmental claims and/or excess claims that present significant financial exposures and multiple factors impacting complexity and severity.
• With general supervision, you will independently manage our most challenging high frequency and high severity claims and accounts which routinely present unique, complex liability and coverage issues.
• Aided by your expertise, you will develop strategies to successfully resolve these claims in the most efficient and effective way while meeting established protocols and delivering optimal customer service.
• You will apply your highly advanced knowledge of legal issues and applicable case law in multiple jurisdictions.
• Your case assignments will include multi-plaintiff and multi-jurisdiction litigation with the potential for shaping future legal precedent in the areas of coverage and liability, as well as nationwide valuation trends.
• You will be responsible for cases involving emerging legal trends and liability theories.
• The position may include training, mentoring, and technical coaching, as well as assisting with interviewing and hiring.
• May serve as a technical coach for claim professionals handling their own inventory of complex claims, building knowledge of those matters. Provide guidance and expertise in forging effective relationships. Provide perspective and ensure consistency in account management as appropriate.

Senior Major Case Specialist

General Counsel

• Leverage pre-trial and trial experience to apply effective use of litigation skills and techniques to try cases to verdict or negotiate resolution.
• Conduct proficient to advanced legal research and demonstrate strong and persuasive legal writing and presentation skills.
• Draft substantive pleadings, motions, briefs, discovery and other legal documents.
• Attend court events, depositions, and other appointments independently.
• Provide in-depth, substantive case analysis and recommendations to insured clients and Claim partners on file handling strategies.
• Collaborates with expert witnesses and consultants to develop case strategies, evaluate technical matters, and prepare compelling testimony for litigation.
• Build and maintain strong internal and external client and business partner relationships, including accountability for managing client and business partner relationships.
• Provide internal and external training, seminars and legal updates to insured clients and Claim partners.
• Provide leadership through mentoring other attorneys and legal support staff.
• Contributes to special projects and identifies other opportunities to support office goals/business needs.
• Fully and effectively utilize available technology, case management system and automation.
• Travel as required to meet business needs.
• Perform other duties as assigned.

Senior Workers' Compensation Associate Counsel

Risk

• Direct and initiate the process of complex data analysis of business results including product refreshes, performance expectations and identify root causes and how results impact the broader organization.
• Manage, coach, and guide a team and/or project initiatives.
• Develop and influence recommendations to drive desired growth & profitability impacts based on holistic view of short- and long-term strategy with consideration for local regulatory nuances and broader marketplace dynamics.
• Independently present, inform and influence recommendations to senior leadership including proposed product/pricing changes or new product builds to gain consensus on implementing recommendations.
• Act as a senior resource in key strategic initiatives and projects in support of the broader organization, leveraging cross-functional leadership and strong communication with stakeholders.

Director – Portfolio Risk Management, Analytics

Human Resources

• Effectively evaluate and manage high exposure Workers Compensation claims including catastrophic loss, specified serious injury and other complex claims.
• Attempt to resolve through innovative and expert claim management.
• Work in collaboration with specialty resources (e.g. medical, legal) to manage medical treatment and lost time benefits in cases involving extremely complex issues or potentially high financial exposure.
• Establish and update reserves to reflect claim exposure and document rationale.
• Identify and set actuarial reserves.
• Develop strategies to manage losses involving complex issues of statutory benefit entitlement, medical diagnoses, Medicare Set Aside or injury severity to achieve resolution through the best possible outcome.
• Co-manage appropriate claims with the Major Case Unit, who will assist with disability and treatment projections; reserving; and investigative suggestions on complex or catastrophic losses.
• Facilitate timely claim resolution by leveraging any mitigation opportunities.
• Pursue all offset opportunities, including apportionment, contribution and subrogation.
• Participate in Telephonic and/or onsite File Reviews. Respond to inquiries - verbal and written. Keeping injured worker apprised of claim status. Engage specialty resources as needed.
• Maintain Continuing Education requirements as required. In order to perform the essential functions of this job, acquisition and maintenance of Insurance License(s) may be required to comply with state and Travelers requirements. Generally, license(s) must be obtained within three months of starting the job and obtain ongoing continuing education credits as mandated.

Workers Compensation Critical Claim Specialist

• Manage Workers' Compensation claims with lost time to conclusion and negotiate settlements where appropriate to resolve claims.
• Conduct investigations, including, but not limited to assessing policy coverage, contacting insureds, injured workers, medical providers, and other parties in a timely manner to determine compensability.
• Establish and update reserves to reflect claim exposure and document rationale.
• Apply knowledge to determine causal relatedness of medical conditions.
• Develop strategies to manage losses involving issues of statutory benefit entitlement, medical diagnoses, Medicare Set Aside to achieve resolution through the best possible outcome.
• Collaborate with specialty resources (i.e. medical and legal) to proactively pursue claim resolution opportunities.
• Proactively manage moderate to complex litigation to drive files to an optimal outcome, including resolution of benefits.

Senior Workers Compensation Claim Representative

Data Analyst

• Champion the strategic use of data across Simply Business
• Deliver high-quality analysis and recommendations to support Product Teams
• Carry out in-depth customer journey analysis and measure impact of multi-channel strategies
• Uncover hidden insights through ad-hoc data exploration, visualization, and self-service tooling
• Partner with data engineers to evolve data sets and pipelines
• Promote capabilities of analysis team across the business
• Mentor junior team members and collaborate with managers to drive development

Staff Data Analyst

Operations

• Responsible for partnering with claim professionals to assist customers.
• Build customer relationships, complete financial transactions, manage important business information.
• Address customer questions and concerns professionally.
• Partner with claim professionals to assist with the timely resolution of claims.
• Document claim files accurately, requests reports, and manage mail conditions.
• Ensure the proper handling of financial transactions including claim payments.
• Maintain accurate records and information management.
• Assist with claim center financial standards and effective communication of findings.

Claim Operations Specialist

• Fill the role of Agile 'Team Lead' for a team of technology engineers supporting our Geospatial platforms.
• Work with partner Team Leads and engineering team members to create and refine features for the engineering team.
• Work with engineering team members to clarify expectations and specify requirements to facilitate user story creation.
• Maintain and prioritize the team backlog.
• Evaluate systems specifications regarding customer requirements, transforming specifications into cost-effective, technically correct solutions.
• Prioritize work and manage projects within established objectives and customer priorities.
• Responsible for establishing and managing quality control and security protocols.
• Provide division, department, and business area management with timely and accurate information regarding the status and performance of assigned projects.
• Leverage technology to develop, redesign, and/or implement optimal geospatial solutions.
• Accountable for the conceptual and technical integrity and quality of the outputs of the team.
• Provide guidance and consulting to the engineering team on geospatial best practices and technical troubleshooting.
• Provide expertise and consulting to technology and business partners on geospatial platform usage, spatial data management, and optimization.
• Help design, document, and implement administrative procedures for Geospatial platforms.
• Build, leverage, and maintain effective relationships across technical and business communities.
• Interact with software vendors for support, escalations, licensing, and general relationship management.
• Lead maintenance and enhancement projects spanning multiple technical areas and disciplines.
• Research, analyze, and evaluate software capabilities in new software versions geospatial platforms.
• Provide off-hours support as required

Geospatial Platform Technology Engineer II

Content Marketing Manager

• This position services Insureds/Agents in and around Centennial, CO or Phoenix, AZ.
• Handles 1st party property content claims with moderate to high severity, i.e. Major Case Unit losses.
• Occasionally handles 1st party property claims of moderate complexity as assigned.
• Completes field inspection of losses including accurate scope of contents damages, photographs, written estimates and/or computer assisted estimates.
• Investigates and evaluates all relevant facts to determine coverage, damages and liability of first party property damage claims.
• Secures recorded or written statements as necessary and works with proper business partners to maximize company resources for specialized investigation and evaluation.
• Works with and effectively manages contents vendors involved with the claim i.e. textile, electronic and contents’ restoration vendors.
• Negotiates with vendors or insured’s representatives.
• Establishes timely and accurate claim and expense reserves.
• Writes denial letters, Reservation of Rights and other complex correspondence.
• Properly assesses extent of damages and manages damages through proper usage of cost evaluation tools.
• Provides excellent customer service to meet the needs of the insured, agent, and all other internal and external customers/business partners.
• May attend depositions, mediations, arbitrations, pre-trials, trials and all other legal proceedings, as needed.

Claims Representative, Outside Property Contents

• Provides counsel on moderately complex legal issues within a respective line of business or practice area.
• Negotiates with clients or management and/or attempts to influence managers regarding matters of significance to the legal community.
• Researches legal principles and precedents within area of specialization or expertise.
• Proactively identifies and communicates risk to internal and/or external customers and provides recommendations on how to mitigate that risk.
• Drafts, negotiates and executes legal documents.
• Maintains awareness of external judicial climate and legal developments.
• Builds and maintains strong internal and external client relationships.
• Makes effective use of technology and automation in the practice of law.
• This role acts as an individual contributor. Perform other duties as assigned.

Corporate Litigation Counsel

Data Engineer

• Build and operationalize complex data solutions, correct problems, apply transformations, and recommending data cleansing/quality solutions.
• Design complex data solutions.
• Perform analysis of complex sources to determine value and use and recommend data to include in analytical processes.
• Incorporate core data management competencies including data governance, data security and data quality.
• Collaborate within and across teams to support delivery and educate end users on complex data products/analytic environment.
• Perform data and system analysis, assessment and resolution for complex defects and incidents and correct as appropriate.
• Test data movement, transformation code, and data components.
• Perform other duties as assigned.

Data Engineer II

Underwriter

• Successfully complete applicable market new hire training and certification.
• Learn to manage multi-state, multi-line accounts throughout their lifecycle, including rating/pricing, quoting, issuing policies, and handling related account activities.
• Build and maintain strong working relationships with teammates, business partners and agents.
• Learn standardized workflows and state compliance guidelines to understand business processes.
• Analyze multiple sources of information to make sound decisions.
• Develop critical thinking and decision-making skills to enhance business partner and customer confidence.
• Execute service level commitments and deliver quality products in a timely manner.
• Perform other duties as assigned.