ICW Group

Claims Specialist

• Manage complex claims inventories requiring advanced technical expertise and strategic claim handling
• Communicate with policyholders, agents, attorneys, and witnesses to gather information and provide customer service
• Investigate claims to determine exposure, work with experts, and make strategic recommendations
• Use mediation, negotiation, denial, litigation, or offers to drive claim resolutions
• Follow state or governing-entity rules, regulations, and internal claims-handling policies
• Direct defense counsel throughout litigation and monitor legal fees and costs
• Collaborate with cross-functional team members on projects and process discussions
• Recommend process improvements and industry best practices
• Ensure claims-system data accuracy for regulatory reporting
• Provide knowledge transfer and mentor or train less experienced team members
• Prepare and present claims status reports for internal and external stakeholders
• Administer, manage, and approve benefits payments to injured workers within designated authority
• Create and adjust reserves in accordance with company policies
• Resolve claims fairly and equitably while providing legally required timely benefits
• Support specialty claim programs and strategic initiatives involving complex litigation, medical exposure, catastrophic injuries, fatalities, PTD, and long-duration claims
• Provide technical guidance to leadership on complex claim resolution strategies
• Drive resolution of complex or long-duration claims through settlement, reserving, and medical-management strategies

Claims Specialist – Workers' Compensation

• Manage all aspects of a moderate to highly complex claims inventory
• Communicate with policyholders, agents, attorneys, and witnesses to gather information and provide customer service
• Investigate claims to determine exposure, work with experts, and make strategic recommendations
• Use mediation, negotiation, denial, litigation, and offers to drive claim resolutions
• Operate within state or governing-entity regulations and internal claims policies
• Direct defense counsel throughout litigation while monitoring legal fees and costs
• Collaborate with cross-departmental team members on projects and processes
• Recommend process improvements and industry best practices
• Ensure claims-system data accuracy for regulatory reporting
• Provide knowledge transfer and mentor or train less experienced team members
• Prepare and present claims status reports for internal and external stakeholders
• Administer, manage, and approve benefits for injured workers within designated authority
• Create and adjust reserves according to company policies
• Resolve claims fairly and equitably while providing timely benefits as required by law
• Provide technical guidance on complex claim resolution strategies and specialty handling initiatives
• Handle complex medical exposure, litigation, fatality, PTD, life pension, and long-term resolution claims
• Drive resolution opportunities through settlement, reserving, and medical management strategies
• Track current case law and attend job-related training
• Work in an office environment using computers, telephones, copiers, and standard office equipment

Senior Claims Examiner – Workers' Compensation

Processor

• Serve as the first point of contact for customers and provide excellent customer service
• Provide customer care and service to insureds
• Answer incoming inquiry calls directed by the general switchboard
• Receive and intake new initial claim documentation by phone, email, or fax and enter it into claim systems
• Respond to insureds in a timely manner
• Direct questions to the appropriate department contact
• Input new claims into the enterprise resource planning (ERP) system and create written documentation and physical files
• Review insurance policy information to determine coverage
• Complete data entry for all first reports of injury
• Determine injury severity and advise appropriate staff within standard operating procedures
• Communicate with insureds, agents, and internal and external stakeholders
• Assist examiners in obtaining missing or incomplete information to process claims
• Receive and return telephone calls as directed by the claim examiner
• Respond to insureds, agents, or outside participants as directed
• Process incoming mail and perform other claims-related administrative duties

First Notice of Loss Processor

Head of Department

• Lead the integrated IT Strategy and Transformation Office, unifying architecture, portfolio, delivery, and governance activity
• Set the strategic agenda and annual operating plan for the Strategy and Transformation Office
• Own the operating model connecting strategy formulation, investment funding, architectural standards, delivery execution, and governance decision rights
• Represent the office to the executive team, Investment Council, and Board-level committees
• Direct enterprise architecture standards, technology roadmaps, and reference architectures
• Establish architecture governance and oversee technology rationalization and modernization
• Direct enterprise investment planning and facilitate the Investment Council with prioritized recommendations, trade-off analysis, and capacity/value data
• Own portfolio-level value realization and reallocate investment as priorities shift
• Build and mature enterprise delivery capability through the Lean-Agile Center of Excellence
• Set delivery standards, operating cadences, and delivery KPIs
• Design, chair, and run executive decision forums and escalation paths
• Maintain the governance operating calendar and RACI and serve as the escalation point for unresolved cross-discipline conflicts
• Own enterprise-level organizational change leadership and direct the OCM methodology
• Ensure initiatives have change-readiness assessments and named change plans before funding
• Sponsor change management for the Strategy and Transformation Office operating model
• Partner with HR, Communications, and business-unit leaders on change plans and change fatigue
• Establish adoption and sentiment metrics alongside delivery and portfolio KPIs
• Lead architecture, portfolio, delivery, and change management leaders
• Own hiring, performance management, coaching, development planning, budget, staffing, and vendor/consulting resources
• Act as an escalation point and thought partner for complex cross-functional strategy, architecture, portfolio, or delivery problems

Head of IT Strategy and Transformation

QA Engineer

• Own test strategy and test planning for assigned projects, including scope, approach, risk assessment, entry/exit criteria, and test coverage targets
• Lead quality engineering activities within the delivery team
• Drive quality discussions during grooming, sprint planning, and design reviews
• Develop, execute, and maintain test plans, test cases, and test scripts for functional, regression, integration, API, and exploratory testing
• Build, maintain, and extend automated UI and API test suites
• Execute API-level testing, including payload validation, error handling, and contract verification
• Contribute automated tests to CI/CD pipelines for regression, smoke, and feature validation
• Validate data integrity across integrated systems, ETL pipelines, and data transformations
• Identify, document, and diagnose defects through root cause analysis
• Participate in code reviews with quality-focused feedback
• Recommend improvements to testing processes, tools, and standards
• Own test data management, mock services, and QA environment configurations
• Use AI tools for test case generation, coverage analysis, and failure triage
• Track and report quality metrics
• Coordinate quality activities with distributed teams and offshore/nearshore vendor partners
• Coach, guide, and review junior team members; provide training
• Mentor or train less experienced employees; no direct reports

Quality Engineer II

Claims Assistant

• Provide administrative support to assigned Claims Examiners
• Contact insureds and other relevant parties to obtain information needed to process insurance claims
• Document conversations and information in the enterprise resource planning (ERP) system
• Update claims information and access, search, and retrieve data
• Stay current with diary tasks and procedural changes
• Provide exceptional customer service to internal and external customers
• Provide information to insureds, claimants, and outside vendors as requested by the Examiner
• Process claims for indemnity payments and state-mandated forms
• Process claims-related payments
• Assist Claims Examiners through claim resolution on related administrative projects
• Support Claims Examiners in preparing, processing, and monitoring payments
• Communicate pertinent claim information to clients, legal counsel, service providers, and internal claims staff
• Ensure claims documentation is accurate and complete for auditing purposes

Claims Assistant – Workers' Compensation

Examiner

• Manage claims during the early phase of the claim lifecycle, typically the first 10 days
• Administer benefits to injured workers according to statutory case law and regulations
• Contact and interview injured workers, witnesses, medical providers, attorneys, agents, and policyholders
• Communicate claim activity and processing with injured workers and policyholders
• Make initial compensability recommendations and evaluate benefit eligibility
• Create reserves in a timely manner
• Establish accurate claim setup, including coding, documentation, and file notes
• Identify risks, complexities, or escalation needs and refer matters to leadership
• Develop initial action plans and set claim diaries
• Ensure timely transition of claims to specialized claim examiners with clear documentation and next steps