Complex Claims Consultant - Professional Liability (Real Estate)

Commercial Claims Manager

You have a clear vision of where your career can go. 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.

CNA insures a wide variety of business professionals through its Real Estate Errors and Omissions insurance program, including but not limited to real estate agents, brokers, appraisers, commercial agents, leasing agents, mortgage brokers, and property managers. This individual contributor position works under general direction, and within broad authority limits, to manage commercial claims with high complexity and exposure for real estate claims. Responsibilities include the coordination of all claim resolution activities in accordance with company protocols, while achieving quality and customer service standards. Position requires regular communication with customers and insureds and may have regional, industry segment or company-wide scope of responsibility. Ideal candidates are seasoned in professional liability claims handling and possess exceptional communication and negotiation skills, coupled with the ability to simplify complex legal and financial concepts. This individual demonstrates emotional maturity, remains calm under pressure, and excels at building strong relationships. They approach claims with a practical, business-focused mindset, educating and guiding insureds toward cost-effective resolutions. This position enjoys a flexible, hybrid work schedule and is available in any location near a CNA office.

Essential Duties & Responsibilities

Performs a combination of duties in accordance with departmental guidelines :

• Manages an inventory of highly complex commercial claims, with large exposures that require a high degree of specialized technical expertise and coordination, by following company protocols to verify policy coverage, conduct investigations, develop and employ resolution strategies, and authorize disbursements within authority limits.
• Ensures exceptional customer service by managing all aspects of the claim, interacting professionally and effectively, achieving quality and cycle time standards, providing 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 and partnering with coverage counsel on more complex matters, estimating potential claim valuation, and following company's claim handling protocols.
• Leads focused investigation to determine compensability, liability and covered damages by gathering pertinent information, such as contracts or other documents, taking recorded statements from customers, claimants, injured workers, witnesses, and working with experts, or other parties, as necessary to verify the facts of the claim.
• Resolves claims by collaborating with internal and external business partners to develop, own and execute a claim resolution strategy, that includes management of timely and adequate reserves, collaborating with coverage experts, negotiating complex settlements, partnering with counsel to manage complex litigation and authorizing payments within scope of authority.
• Establishes and manages claim budgets by achieving timely claim resolution, selecting and actively overseeing appropriate resources, authorizing expense payments and delivering high quality service in an efficient manner.
• Realizes and addresses subrogation / salvage opportunities or potential fraud occurrences by evaluating the facts of the claim and making referrals to appropriate Claim, Recovery or SIU resources for further investigation.
• Achieves quality standards by appropriately managing each claim to ensure that all company protocols are followed, work is accurate and timely, all files are properly documented and claims are resolved and paid timely.
• Keeps senior leadership informed of significant risks and losses by completing loss summaries, identifying claims to include on oversight / watch lists, and preparing and presenting succinct summaries to senior management.
• Maintains subject matter expertise and ensures compliance with state / local regulatory requirements by following company guidelines, and staying current on commercial insurance laws, regulations or trends for line of business.
• Mentors, guides, develops and delivers training to less experienced Claim Professionals.

Reporting Relationship

Typically Director or above

Skills, Knowledge & Abilities

Education & Experience