Job Type:
Permanent
Build a brilliant future with Hiscox
Claims Program Specialist
The Position Can Be Based In:
Atlanta, GA
Boston, MA
Chicago, IL
Manhattan, NY
Scottsdale, AZ
West Hartford, CT
Position Summary:
The Claims Program Specialist is responsible for supporting operational excellence across the Claims organization through a combination of claims technician support, training delivery, onboarding coordination, content management, and process enablement. This role serves as a bridge between day-to-day claims operations and organizational learning by helping employees effectively utilize claims systems, workflows, tools, and business processes.
The position operates as a hybrid role, with approximately 50% of time dedicated to Claim Technician responsibilities and 50% dedicated to training, operational enablement, and learning program support. The Claims Program Specialist partners closely with the Claims Program Manager, Claims Leadership Team, Quality Assurance, Compliance, and subject matter experts to ensure training materials remain current, effective, and aligned with business needs.
Key Responsibilities
Training and Operational Enablement:
Deliver instructor-led and virtual training programs related to: Claims systems and technology
Payment processing procedures
Claims workflows and business processes
New technology and tool adoption
Best practice execution
Process changes and operational initiatives
Facilitate portions of the new hire onboarding program
Assist in the development, maintenance, and enhancement of training curricula, job aids, reference guides, and operational documentation
Convert repeatable training content into self-service learning materials, including e-learning modules, videos, quick reference guides, and process resources
Support implementation and adoption of new claims tools, technologies, and operational initiatives
Coordinate training logistics, scheduling, attendance tracking, and completion reporting
Monitor learner feedback and recommend improvements to training content and delivery methods
Learning Platform and Content Management:
Maintain and enhance the Claims LaunchPad and other learning resources
Ensure training content remains current, accurate, and easy to navigate
Support training reporting, content governance, version control, and completion tracking
Coordinate updates resulting from process changes, QA findings, compliance requirements, or technology enhancements
Claim Technician Support Functions:
Process claim payments and related financial transactions
Perform assigned technical and administrative support activities
Assist Claims Professionals with workflow execution and operational tasks
Support claims process efficiency initiatives and operational improvement efforts
Maintain accuracy and quality standards while completing technical support work
Qualifications
Required:
Experience within property and casualty insurance, claims operations, or a related business environment.
Working knowledge of claims systems, workflows, business processes, and operational procedures.
Strong communication and presentation skills.
Strong organizational and project coordination skills.
Demonstrated ability to learn and explain technical concepts, systems, and processes.
Proficiency with Microsoft Office applications, including PowerPoint, Excel, Teams, and SharePoint.
Ability to manage multiple priorities and deadlines in a fast-paced environment.
Preferred:
Experience facilitating training, onboarding, coaching, mentoring, or knowledge transfer activities.
Experience developing training materials, job aids, e-learning content, or reference documentation.
Familiarity with learning management systems, SharePoint, or knowledge management platforms.
Experience supporting operational change management or technology implementations.
Success Measures
Success in this role may be measured through:
Effective delivery of onboarding and operational training programs.
Timely maintenance and…