Claims Representative - Senior Contents Specialist
Department: Claims
Promotion to this role is subject to availability.
Role Overview
Role Description
The Senior Contents Specialist is responsible for managing complex and high-exposure personal property (contents) claims, including large loss and total loss inventories. This role serves as a subject matter expert in contents evaluation, driving accuracy in inventory development, valuation, and settlement while delivering an exceptional customer experience. The Senior Specialist operates with a high degree of independence, leads strategy on complex content losses, and plays a key role in mentoring team members and improving overall claim quality and consistency.
Demonstrated expertise in complex inventory development, valuation, and settlement strategy
Advanced understanding of policy provisions related to personal property coverage
High proficiency in estimating and inventory tools (e.g., Xactimate, contents platforms)
Proven ability to handle high-exposure and sensitive claims with minimal oversight
Strong analytical and problem-solving skills, particularly in complex or ambiguous loss scenarios
Excellent communication skills with the ability to influence outcomes and manage difficult conversations
Demonstrated ability to mentor others and contribute to team development
Key Skills & Competencies
Customer & Agent Contact (Hours): 24
Avoidable Escalations (DOI, Exec): 0
On Site Inspection (Days): 2
Productivity (New Claim Assignments Quarterly):12
ACV Payment Cycle Time (Days): 45
Reserve Timeliness (Days): $1.23 (5) / LL Reserve (21)
Estimate Accuracy: 97%
File Quality (DNM %): 10%
SIU Referrals (Eligible Claims): 100%
Subrogation Referrals (Eligible Claims):100%
KPIs
Role Development
Guidelines for Promotion into this Role
Beyond this Role
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