Complex Claims Consultant - Cyber, Technology, Media, MPL

| St Louis, MO, USA | Hybrid
Employer Provided Salary: 71,000-133,000 Annually
Salary data is provided by the employer. Please note this is not a guarantee of compensation.
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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.
This individual contributor position works under general direction, and within broad authority limits, to manage commercial claims with high complexity and exposure for a specialized line of business. We are seeking a talented Complex Claims Consultant for our dynamic Cyber, Technology, Media, Miscellaneous Professional Liability (MPL) team. This role will have primary focus on Cyber, Technology, Media and MPL claims. The file handling will involve both primary and excess policies, involving a diverse portfolio of businesses over several industries. The ideal candidate has an appreciation for the customer, ensures best-in-class service and is accustomed to acting with a sense of urgency. Position requires regular communication with customers and insureds and may have regional, industry segment or company-wide scope of responsibility.
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.

May perform additional duties as assigned.
Reporting Relationship
Typically Director or above
Skills, Knowledge & Abilities

  • Thorough knowledge of the commercial insurance industry, products, policy language, coverage, and claim practices.
  • Strong communication and presentation skills both verbal and written, including the ability to communicate business and technical information clearly.
  • Demonstrated analytical and investigative mindset with critical thinking skills and ability to make sound business decisions, and to effectively evaluate and resolve ambiguous, complex and challenging business problems.
  • Strong work ethic, with demonstrated time management and organizational skills.
  • Ability to work in a fast-paced environment at high levels of productivity.
  • Demonstrated ability to negotiate complex settlements.
  • Experience interpreting complex commercial insurance policies and coverage.
  • Ability to manage multiple and shifting priorities in a fast-paced and challenging environment.
  • Knowledge of Microsoft Office Suite and ability to learn business-related software.
  • Demonstrated ability to value diverse opinions and ideas.

Education & Experience

  • Bachelor's Degree or equivalent experience
  • Typically a minimum six years of relevant experience, preferably in claim handling
  • Must have or be able to obtain and maintain an Insurance Adjuster License within 90 days of hire, where applicable
  • Prior negotiation experience
  • Professional designations preferred (e.g. CPCU)

I n certain jurisdictions, CNA is legally required to include a reasonable estimate of the compensation for this role. In District of Columbia , California, Colorado, Connecticut, Maryland , New York and Washington, the national base pay range for this job level is $71,000 to $133,000 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 .
CNA is committed to providing reasonable accommodations to qualified individuals with disabilities in the recruitment process. To request an accommodation, please contact [email protected] .

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An Insider's view of CNA

How would you describe the company’s work-life balance?

Work-life balance has always been a priority for me. It always will be. CNA’s hybrid working model allows me to not only maximize collaboration with my peers but also take advantage of increased flexibility by combining remote and in-office work. I’m empowered to take control of my schedule based on what works best for me and my team.

Alison Massey

Agile Scrum Master Consultant

How do you collaborate with other teams in the company?

On the Security Advisory team, collaboration is key to what we do. We sit at a unique intersection of security goals and business objectives. By working across nearly every IT team at CNA, we balance the need for maintaining secure initiatives and keeping projects on track. It’s our job to find the best, secure path to ‘Yes’ for business requests.

Zach Jones

Director, Security Advisory

How has your career grown since starting at the company?

I joined CNA as a contractor and became a full-time employee after an eight-year contractor journey. I’m passionate about solving technical challenges and CNA allows me to foster that passion. Every day, I learn about emerging technologies. I’m empowered to develop, grow, and create a career that works for me and my lifestyle.

SenthilKumar Asokan

Applications Engineer Senior Specialist

How do your team's ideas influence the company's direction?

Enterprise Architecture creates foundations for IT expectations across CNA. I’m on a team that builds reusable IT assets, communicates best practices, and decides standards for tooling, and more. I influence CNA outside of my role, too, specifically through CNA’s Employee Resource Groups. I’m empowered to influence both IT and our culture of inclus

Lisa Smith

Architecture Senior Specialist

What does career growth look like on your team?

Career growth can take on many different forms at CNA, and that’s because there are always opportunities to acquire transferrable skills. On my team specifically, we’re encouraged to identify and work toward development opportunities that matter to us. We’re empowered to make a difference while advancing our careers.

Josie Lee

Director, HR Business Partner

What are CNA Perks + Benefits

CNA Benefits Overview

One of the many advantages of working at CNA is the benefits program we offer you and your eligible dependents,
beginning on the first day of your employment. The program features a variety of plans that provide health care
benefits, well-being, disability and survivor protection, and 401(k) savings, among others. Below are highlights
of the offerings.

Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Open office floor plan
Flexible work schedule
Remote work program
Dedicated diversity and inclusion staff
Diversity employee resource groups
Health Insurance + Wellness
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Mental health benefits
Financial & Retirement
401(K) matching
Company equity
Employee stock purchase plan
Performance bonus
Charitable contribution matching
Child Care & Parental Leave
Generous parental leave
Family medical leave
Adoption Assistance
Vacation + Time Off
Generous PTO
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Some meals provided
Relocation assistance
Onsite gym
Professional Development
Job training & conferences
Tuition reimbursement
Lunch and learns
Online course subscriptions available
Paid industry certifications

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