Claims Advocate at Smith Brothers Insurance, LLC – Glastonbury, Connecticut

Smith Brothers Insurance is seeking an experienced claims professional to join our Large Commercial Lines team as a Claims Advocate. This role is responsible for advocating on behalf of clients throughout the full claims lifecycle, with a strong focus on Workers’ Compensation, General Liability, Property, Automobile, and other commercial lines claims. The Claims Advocate serves as a trusted partner to clients, carriers, and internal teams, providing guidance, coordination, and proactive communication to ensure timely resolution and a positive client experience. This position operates in a collaborative environment and is grounded in a commitment to service excellence, accountability, and results.

Responsibilities & What You’ll Be Doing:

• Serve as the primary claims advocate for Commercial Lines clients from intake through resolution.
• Build and maintain strong client relationships through proactive communication, education, and advocacy.
• Advocate for clients when claims stall or adjuster responsiveness is limited.
• Provide guidance to help clients manage claims effectively.
• Deliver proactive claims support, including EMR/Mod projections and claim status reporting.
• Coordinate and lead claim reviews with clients and carriers across Workers’ Compensation, General Liability, Property, and Automobile.
• Analyze Workers’ Compensation reserves and encourage carriers to mitigate claim exposure.
• Partner with Risk Advisors and Account Managers on policy interpretation and coverage challenges.
• Support Risk Advisors in service capability presentations as requested.
• Manage client communications with urgency and professionalism, ensuring timely follow-through.
• Accurately document claims activity and communications in the agency management system.
• Set realistic expectations and deliver service within agreed-upon timeframes.
• Demonstrate a proactive, action-oriented, client-first mindset.
• Ensure compliance with agency processes, confidentiality standards, and quality metrics
• Use agency management systems for daily activities, documentation, and assigned tasks.
• Work on projects and other work as assigned.
• Participate in ongoing professional development through internal learning and training.
• Effectively use MS Office, standard office applications, and other technologies.
• Skillfully use AI tools (Copilot, ChatGPT, etc.) to aid work and efficiency.
• Work effectively with all team members, provide backup support, and contribute to team collaboration.
• Demonstrate alignment with our purpose, values, and culture.

Qualifications, Knowledge, Skills, & Abilities, You’ll Bring:

• 3–5 years of experience handling multi-lines and/or high net worth personal lines claims, preferably in a mid-market commercial lines insurance agency environment or carrier commercial environment.
• Connecticut, New York, and/or New Jersey Casualty Adjuster’s License (or ability to obtain/maintain as required).
• Professional designations related to claims, risk management, or insurance preferred.
• Bachelor’s degree preferred.
• Demonstrated understanding of the claims resolution process for Workers’ Compensation, General Liability, Property, and Automobile claims.
• Ability to work effectively in a multi-jurisdictional claims environment.
• Willingness to learn other lines of business (Including but not limited to EPL, Cyber, D&O).
• Strong communication skills with the ability to build trust quickly and advocate clearly for clients.
• Ability to make independent decisions, research and analyze issues, and develop solutions that support client advocacy and team goals.
• Proven ability to work both independently and as part of a team in a fast-paced, growing organization.
• Ability to effectively utilize agency management systems, carrier platforms, and related technologies.
• Ability to manage high-volume workflows effectively and efficiently.
• Organized and self-directed, able to prioritize, meet deadlines, and deliver consistent results.
• Team-oriented, collaborative, accountable, and willing to share knowledge and best practices.
• Ability to stay current on commercial insurance claims trends, carrier practices, and regulatory changes impacting Workers’ Compensation and Commercial Lines claims.
• Flexibility and willingness to take on additional work and projects assigned.
• Strong MS Office skills, experience with agency management systems, and carrier platforms.
• Proficient with AI tools, AI assisted workflows, and ability to learn new/future technologies and tools.
• Committed to continuous learning and professional development.
• Self-motivated, strong work ethic, adaptable, stress tolerance to overcome hurdle
• Team player who consistently defaults to good.

General Working Condition:

• Fast paced environment with significant telephone, email, and in person interactions.
• Some travel and non-standard working hours may be required.
• Ability to view computer monitors for extended periods of time.
• Culture rooted in collaboration, integrity, trust, respect, creativity, and fun.
• Flexible Work Environment.

About Smith Brothers

Smith Brothers Insurance has been in business for over 50 years, as an independently operated, Top 100 National Broker, focused on our purpose of Helping Others. We are multi-disciplined with expertise in Commercial Lines, Personal Lines, Employee Benefits, Surety, Group Retirement Plans including 401(k) and 403(b) Plans, Risk Management, and Financial Services.

We offer competitive salaries and comprehensive benefits package, including health, dental, vision, short-term and long-term disability, life, long-term care, 401(k) with employer match, employee assistance program, licensing and continuing education reimbursement, paid time off, paid holidays, flexibility, and more. Learn more at www.smithbrothersusa.com.

This job description is only a summary of the typical functions of the job, not an exhaustive or comprehensive list of all possible responsibilities, tasks, and duties. Duties, responsibilities, and activities may change at any time with or without notice, based on business needs. This description does not constitute a contract of employment, and we reserve the right to revise the job description and/or require other tasks to be performed as circumstances change.