Commercial Claims Consultant

Commercial Lines | Hybrid – Dallas, TX | Exempt

Reports to: Director of Commercial Sales

About Our Client

Founded in 1982 and headquartered in Dallas, our client is one of the largest privately-owned insurance agencies in Texas. Their associates support clients across commercial risk, personal risk, employee benefits, and claims management. The agency's culture is built on relationships, integrity, and five core values: passion, expertise, advocacy, collaboration, and empathy. They proudly serve sophisticated, privately held businesses and high-net-worth individuals in Texas and across the country.

Position Summary

Responsible for managing escalated, significant, and complex commercial lines claims on behalf of the agency's clients, serving as a dedicated resource for the Risk Advisor and operations team to work with carriers to reach timely and fair resolution of claims that meet escalation criteria. The Claims Consultant works closely with Account Managers, Assistant Account Managers, and Risk Advisors to monitor open claims activity, identify issues early, and protect client interests throughout the claims process.

Essential Duties and Responsibilities

• Manage escalated commercial lines claims, including claims (1) with significant amount at issue (typically $75,000 or above) and/or coverage questions or reservations of rights and (2) involving frequency accounts and/or litigation.
• Partner with the Risk Advisor to serve as the primary contact on escalated claims, coordinating with carrier adjusters, monitoring claim progress, and partnering with the client throughout the process.
• Review, analyze, and process first notice of loss on claims expected to be escalated claims, and communicate claim numbers, adjuster assignments, and initial carrier positions to the client and internal team.
• Monitor escalated claims activity to ensure the client's needs are being met and claims are progressing to conclusion; follow up with carriers proactively when activity stalls.
• Evaluate carrier denials and reservations of rights; discuss coverage options with the Risk Advisor and communicate the path forward to the client; escalate coverage disputes to the Director of Commercial Sales as appropriate.
• Conduct post-claim debriefs on escalated claims; document lessons learned and assess whether risk management or coverage changes are warranted at renewal.
• Participate in loss run review process, partnering with management to review triage reports and take follow-up action on flagged accounts or claims.
• Contribute to quarterly claims reports for agency leadership.
• Attend and assist with client presentation meetings as needed, particularly on accounts with complex or frequency claims.
• Maintain accurate claim records and activity notes in the agency management system according to company policies and procedures.
• Serve as a resource and subject matter expert to internal team on claims handling questions, carrier processes, and escalation decisions.

Required Skills and Abilities

• Excellent interpersonal skills with the ability to build trusted relationships with clients, internal staff, and insurance carrier personnel.
• Strong verbal and written communication skills, with the ability to communicate complex claims issues clearly to clients, Risk Advisors, and carrier contacts.
• Strong analytical and problem-solving skills; ability to evaluate coverage positions, reserve adequacy, and settlement terms.
• Excellent organizational skills and attention to detail; ability to manage multiple open claims concurrently.
• Ability to work independently and exercise sound judgment on escalation and coverage decisions.
• Proficient with Microsoft Office Suite; proficient with or able to quickly learn agency management systems.
• Ability to understand and manage complex commercial insurance placements across multiple lines of business (particularly casualty).

Education and Experience

• Minimum High School Diploma or GED equivalent; bachelor's degree preferred.
• Texas General Lines Property and Casualty license required.
• Minimum of five years of commercial lines experience in claims, account management, or a related role with significant claims exposure.
• Mid-to-large market property and casualty account experience strongly preferred.
• Experience handling or managing claims involving coverage disputes, litigation, or complex multi-line (particularly casualty) losses preferred.
• Insurance industry professional designations preferred (CIC, CPCU, or equivalent).

What This Agency Offers

A competitive compensation and benefits package, a collaborative and supportive team environment, and the opportunity to grow within a respected, privately-owned Texas agency. Their associates are their greatest asset, and they invest in professional development and long-term success.