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Key Responsibilities:
Customer Claims:
• Manage Customer Injury and Liability Claims: Oversee the investigation, documentation, and resolution of customer claims related to personal injury, property damage, or any other incidents occurring on organization premises.
• Coordinate with Insurance Providers: Liaise with insurance companies to ensure proper claims filing and coordinate the resolution of claims involving external parties.
• Customer Support: Handle escalated customer claims and provide appropriate resolutions while ensuring the store's best interests are maintained.
• Documentation & Compliance: Ensure that all claims are properly documented in compliance with company policies and legal requirements. Keep detailed records of each customer-related claim.
• Risk Prevention: Identify trends or recurring incidents that may contribute to customer claims and work with store management to implement safety measures or preventive actions.
Employee Claims:
• Workers' Compensation Claims: Oversee and manage all workers' compensation claims, ensuring compliance with state and federal regulations, and ensuring employees receive appropriate benefits.
• Workplace Injury Claims: Manage the investigation of employee injury claims, including gathering evidence, interviewing witnesses, and ensuring all necessary forms are completed and submitted on time.
• Fleet Claims Management: Manage the investigation of employee fleet claims, support employee's injuries if any, gather witness statements
• Support and Guidance: Provide support to injured employees, ensuring they are informed throughout the claims process and are aware of their rights and available benefits.
• Collaboration with HR and Legal: Work with HR and legal teams to ensure employee-related claims are handled correctly and in compliance with labor laws, insurance regulations, and company policies.
• Collaboration with Safety Team: Work with the Safety Team to consistently do store visits, conduct safety audits, checklists and investigations as needed.
Development:
• Process Improvement: Identify opportunities to improve the claims process, whether through more efficient systems, better documentation, or enhanced communication strategies.
Risk Management and Reporting:
• Claims Analysis and Reporting: Review and analyze the data on claims to identify trends, recurring issues, or areas for improvement. Prepare detailed reports for management regarding claim frequency, costs, and risk mitigation efforts.
• Collaboration with Risk and Safety Teams: Work closely with the Risk Management and Safety teams to address underlying causes of incidents that may lead to claims and develop preventive strategies.
• Compliance: Ensure that all claims are processed in line with company policies, industry standards, and legal requirements, including managing documentation for audits or regulatory reviews.
• Invoices: Reconcile and verify all invoices generated from claims.
• Safety Monitor Report: Complete Safety Monitor report and communicate all parties involved to resolve an issue related to an investigation.
Qualifications:
• Bachelor's degree in Business, Risk Management, Insurance, or a related field (or equivalent experience).
• 3-5 years of experience in claims management, risk management, or a specialist role, preferably
in a retail or supermarket environment.
• Strong understanding of risk management principles, insurance claims processes, and workers' compensation regulations.
• Strong problem-solving and analytical abilities to investigate and resolve complex claims efficiently.
• Excellent communication skills, both written and verbal, with the ability to manage sensitive issues with customers and employees.
• Attention to detail and ability to maintain accurate records and reports.
• Proficient in Microsoft Office and experience with claims management software or risk management tools.
Physical Requirements:
• Ability to stand for extended periods
• Ability to lift up to 50 lbs as needed
Work Environment:
• Fast-paced, high-volume environment
• Occasional evening, weekend, or holiday work may be required
• Occasional travel to different company locations
Physical Demands:
Some lifting, carrying, pushing, and/or pulling; some stooping, kneeling, crouching, and/or crawling; and significant fine finger dexterity. Generally, the job requires 70% sitting, 20% walking, and 10% standing.
This job is performed in a generally clean and healthy office environment.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.