At SMS Assist, we’re not just in the business of fixing properties—we’re fixing an entire industry. Typically, facilities maintenance is tough work—both in the nature of the job (plumbing, HVAC, snow removal) and the lack of clarity throughout the experience. We decided a better way wasn’t only possible, but essential. Through our award-winning technology platform, built and powered by SMSers, we connect local contractors to our customers and help manage an experience that surpasses expectations. 

Recognized on Forbes’ Cloud 100 list, Deloitte’s Technology Fast 500, Chicago Crain’s Top Tech Employers, and more, SMS Assist manages more than 186,000 properties where people live and work. Our customers’ livelihoods are in our hands—think a restaurant manager whose only fryer goes down on a busy Friday night or a family in Florida without power after a hurricane. We work across the industries that make up your community, including retail, food service, banking, residential, and more, and we help them find the right provider in our network (we call them Affiliates) in more than 45 trades. 

We’re innovators, disruptors, and out-of-the-box thinkers. We set each other up for success in the office and for the perfect spike on the volleyball court during an intramural game. We’re community volunteers, karaoke partners, and lifelong friends. We’re passionate about the people we serve, and we give our all because we care. We want to make every property better, and we want your help to make it happen.

Job Summary

The Claims Manager is tasked with protecting the interests of the company and ensuring that claims are handled properly for our customers, their customers, and our affiliates. Duties include, but are not limited to, managing claims, conducting investigations, coordinating outside litigation counsel, engaging in high-level problem solving and analysis, organizing and managing case files, and carrying out special projects for the legal department. 

Responsibilities

• Investigate the facts and issues of claims, determine whether coverage exists, evaluate loss under the applicable policies and contracts, assess defenses for the involved parties and/or the company, determine ability to tender claims to subcontractors, determine need to retain outside counsel, make sure a plan is developed and carried out to address the claim, and manage the claim and/or litigation through to final resolution to ensure all parties are handling the claim properly
• Interview or correspond with agents and claimants to correct errors or omissions, to investigate questionable claims and to determine extent of liability
• Oversee claims process and ensure all claims data and information is appropriately entered into relevant systems/databases and follow up on all previously tendered claims to determine outcome
• Follow statute of limitations for all states and claims and close claims out after buffer periods as statutes expire
• Perform a variety of routine and complex administrative and technical work in accepting, coordinating and administering claims
• Report all claims to SMS Assist’s insurer in a timely and appropriate manner
• Work closely with internal and external stakeholders, including those in the Legal, Compliance, and Operations departments, as well as our customers, to ensure that all the relevant information has been collected and to provide feedback to the appropriate parties for operational improvement
• Aid in discovery and compile information for court cases as needed
• Communicate with vendors, customers, claimants,  insurance adjusters,  claim adjusters, and attorneys as needed in the course of claim processing and other duties
• Respond to various internal and external stakeholder questions, inquiries, requests for clarification, etc. regarding claims, litigation, and other issues in accordance with departmental procedures and protocols
• Identify and pursue sources for recovery and manage recovery efforts
• Consult with counsel regarding strategy to minimize costs and obtain indemnification from our subcontractors for any liability to plaintiff and attorneys’ fees incurred in defending the case
• Tender certain claims to our subcontractor and their insurer according to company guidelines
• Analyze and manage settlements and resolutions with insurers / opposing counsel / third parties, as appropriate
• Monitor, analyze, and report on claim expenses, outside counsel invoices and other expenses for each claim
• Perform claims analysis and other reporting for presentation to and use by various internal and external stakeholders
• Create claim policies and procedures with SMS Assist's customers/Risk Management groups and maintain good working relationships with customers
• Monitor and perform research on applicable laws, regulations and statutes regarding contracts, claim issues and approaches
• Attend or appear as company representative in court proceedings, mediations and settlement conferences, as applicable
• Handle additional administrative legal duties, as needed
• Foster a positive, collaborative environment
• Ensure confidentiality of internal and external data
• Perform ad-hoc projects and other duties as assigned

   Professional Skills

These are the professional skills we would expect from an individual fully established in this role.

• Customer Service – PROFICIENT
• Verbal Communication  - ADVANCED
• Written Communication - ADVANCED
• Teamwork - PROFICIENT
• Relationships - ADVANCED
• Negotiation - ADVANCED
• Organizational Awareness - ADVANCED
• Learning Agility - PROFICIENT
• Analysis - ADVANCED
• Problem Solving - ADVANCED
• Process Orientation - PROFICIENT
• Prioritization – PROFICIENT

Role Specific Skills

• Computer Skills: proficient in: Microsoft Word, Excel, PowerPoint, Outlook

Qualifications

    Minimum Qualifications

• Undergraduate Degree preferred
• Law Degree from an ABA-accredited law school required

    Other Relevant Qualifications

• Previous experience in the legal and/or insurance industries (or related legal education)
• Previous experience in the facilities industry
• Contract management experience