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. 

CNA is one of the premier providers of professional liability insurance and a market leader in key segments, including Lawyers and Architects & Engineers (A&E) coverage, due in large part to its best-in-class claims service.

We seek a dynamic, customer-focused Complex Claims Consultant to manage high-exposure, technically complex claims involving Architects & Engineers (A&E) and Lawyers Professional Liability (LPL). This hybrid role requires deep expertise in evaluating coverage, assessing liability and damages, directing litigation, setting, and adjusting reserves, and negotiating settlements across both design and legal professional domains.

CNA fosters a culture of continuous improvement. Claims professionals apply their specialized expertise in a collaborative environment that emphasizes early and accurate reserving, ongoing reserve evaluation, and efficient claim resolution. They proactively seek to resolve claims within established reserves through strategic negotiation. Customer service is a hallmark of our professional liability lines, and claims professionals strive to exceed expectations in communication, stakeholder engagement, and service delivery.

This role involves close collaboration with claim leadership and business partners to ensure optimal outcomes on every claim. New assignments require proactive customer service, thorough investigation, and coordination due to their technical complexity.

The successful candidate will manage a diverse caseload spanning primary, excess, and quota share policies. Following corporate claim policies and departmental guidelines, the consultant reviews coverage, analyzes liability and damages, directs litigation, and negotiates settlements. Claims are handled on an account basis and often involve complex or unusual policy interpretations. Under general management direction, the consultant operates within broad authority on assignments requiring a high degree of technical skill and coordination.

This position enjoys a flexible, hybrid work schedule and is available in any location near a CNA office.

JOB DESCRIPTION:

Job Description
Essential Duties & Responsibilities
Performs a range of responsibilities in alignment with departmental guidelines:

Manages a portfolio of highly complex specialty claims with significant exposures, requiring advanced technical expertise and coordination.Delivers exceptional customer service by managing all aspects of the claim, maintaining professional interactions, meeting quality and cycle time standards, and providing timely updates.Verifies coverage and sets timely, adequate reserves by interpreting policy language, consulting coverage counsel on complex matters, and estimating claim value in accordance with company protocols.Leads targeted investigations to determine compensability, liability, and covered damages by gathering documentation, conducting interviews, and consulting experts as needed.Resolves claims through collaboration with internal and external partners, managing reserves, negotiating settlements, overseeing litigation, and authorizing payments within authority limits.Manages claim budgets by driving timely resolution, selecting appropriate resources, authorizing expenses, and ensuring efficient, high-quality service.Identifies and addresses subrogation, salvage, or potential fraud by evaluating claim facts and referring to appropriate internal resources.Meets quality standards by managing claims in accordance with protocols, ensuring accuracy, timely documentation, and prompt resolution.Keeps senior leadership informed of significant risks and losses by preparing loss summaries, maintaining oversight/watch lists, and presenting concise updates.Maintains subject matter expertise and ensures regulatory compliance by adhering to company guidelines and staying current on relevant laws and trends.Mentors and trains less experienced claim professionals, fostering development and knowledge sharing.

May perform additional duties as assigned.
 

Skills, Knowledge & Abilities

In-depth knowledge of specialty, commercial, and excess insurance products, policy language, coverage, and claims practices.Strong verbal and written communication skills, with the ability to clearly convey business and technical information.Proven analytical and critical thinking skills, with the ability to investigate, evaluate, and resolve complex, ambiguous business issues.Strong work ethic with effective time management and organizational skills.Ability to thrive in a fast-paced environment while maintaining high productivity.Skilled in negotiating complex settlements.Experience interpreting complex commercial insurance policies and coverage terms.Ability to manage shifting priorities in a dynamic, fast-paced environment.Proficient in Microsoft Office Suite with the ability to quickly learn business-specific software.Values diverse perspectives and fosters inclusive collaboration.

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).

#LI-KP1

#LI-Hybrid

In Illinois/New York/California, the average base pay range for a Complex Claims Consultant is $113,000 to $160,000. Salary determinations are based on various factors, including but not limited to, relevant work experience, skills, certifications and location. 

In certain jurisdictions, CNA is legally required to include a reasonable estimate of the compensation for this role. In District of Columbia, California, Colorado, Connecticut, Illinois, Maryland, Massachusetts, New York and Washington, the national base pay range for this job level is $72,000 to $141,000 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 cnabenefits.com.

CNA is committed to providing reasonable accommodations to qualified individuals with disabilities in the recruitment process. To request an accommodation, please contact leaveadministration@cna.com.