Do you value your client and customer relationships? How do you nurture them to ensure that they are happy and continue to come back? Talk to the interviewer about your strategy for building strong customer and client relationships.
"My customer and client relationships are best described as open and honest. I believe that the more upfront and transparent you are with your clients, the more likely they are to return. I most definitely value my clients and am sure to nurture those relationships as much as possible."
"As I am newer to my career as a claims adjuster, I have only had a handful of clients, so I spend a lot of time working with them. Because of my level of focus and support, I get along very well with them."
"I have strong relationships with my clients and customers. I treat them with respect and am sure to utilize their feedback in ways that make myself, and the claims process, better."
When it comes to the claims related programs and software that you are proficient in, you should have these keywords on your resume; however, be prepared to expand on your level of expertise in the interview. You could rate yourself from 1-10 or use words such as beginner, intermediate, advanced, and expert.
"For industry related software, I am an expert level user in CaseWorks Pro, FileTrac, and Logickull. Additional programs that I am well versed in include Excel, PowerPoint, and Word. My technical skills are strong, and I am confident that I can learn any of your programs quickly."
"I have advanced skills in Microsoft Office Suite; however, being new to this industry, I do not have exposure to claims or insurance related programs. I am eager to learn and can get a head start through online tutorials if you'd like."
"I have seen many advancements in insurance related software over the years and am trained in a variety of them including FileTrac, Record360, and CaseWorks. I am advanced in learning new systems. Could you share with me the programs that you use here?"
The interviewer would like to know if you bring experience with engaging legal professionals in your claims. As a claims adjuster, it is essential to be professional and organized as you will be required to communicate with other professionals. Talk to the interviewer about a time where you had to work directly with anyone involved in law while investigating a claim. As a claims adjuster, you will spend time speaking with legal counsel on claims that may be larger or more complex. Assure the interviewer that you can handle a task such as this.
"I have had some exposure in dealing with legal counsel, including working with a couple of prosecutors on a fraudulent claim that I had a couple of years ago. I am trained and prepared to handle higher-level tasks involving legal."
"Just last week I was asked assist on a claim which called for a conversation with the claimant's lawyer. It was a great learning experience for me as I shadowed the senior claim adjuster and took a lot of notes in regards to his communication methods."
"Yes, I have worked with legal professionals on many claims during my nine-year career as an adjuster. I am more than comfortable speaking with professionals at any level. With lawyers, I have found that you need to be well-organized and to the point."
Self-development is very important and a good hiring manager will want to know that you are capable of seeing a need for growth and improvement in your own personal and professional, life. Discuss with the interviewer the steps that you are currently taking for self development. This can include physical activity, reading, a hobby, meditation, committing to more family time, etc.
"I am a big proponent of self-development. Currently, I am committing to reading a new development related book every month. It's been very helpful for me but also allows me to relax a bit more in my off time."
"Great question! My favorite way to invest in myself is to listen to a podcast on my drive home every day. These podcasts will range from comedic to topics of self-reflection."
"I am a huge fan of TED Talks and will listen to one each day while I cook dinner for my family. These talks help me to remain creative in my personal and professional life."
Do you consider yourself to have a convincing personality? Are you a confident negotiator? Talk to the interviewer about your ability to persuade others to see your point of view.
"As a claims adjuster, my judgment is often questioned by clients who may not like the conclusion that I have come to on their file. This is where strong persuasion skills must come in. I need to be able to show the client my findings and assure them that the assessment is fair. I do so simply by stating the facts and taking emotion out of it."
"I have written many persuasion pieces during my time in university. I believe that this experience, coupled with my growing understanding of the insurance industry, will equal great persuasion and negotiations skills in no time!"
"They say a great negotiation is when both parties feel they have gained something and lost something. When I need to persuade someone to see my side, I will focus on what they are gaining and what I am losing based on their agreeance. I have been in the claims industry for twelve years now, so my deep knowledge base helps to lend itself to my persuasion skills as well."
A successful hire needs to feel like the right fit for both parties. By researching the company before your interview, you are telling the hiring manager that you are interested in the position. Discuss with the interviewer some of the points that stood out to you during your research.
"I have researched your company online; including your website, online reviews, and on glassdoor.com. Some of the points that stuck out to me were that your agency is very community-minded, puts its customers first, and you reward your employees for their dedication. These are all traits that I am looking for in my next place of employment."
"I am good at what I do, motivated, and I am excited to put my recent education to work for your esteemed organization. Your branch offers an exciting opportunity for me to hit the ground running in a career as a claims adjuster and I won't let you down!"
"I feel that I am the right fit for this company because, from what you have described, my personality, skills, and drive are what you are looking for in your next claims adjuster. The challenges that come with this position are all challenges that I welcome. I am confident that this is the right fit for both of us."
In which manner do you prefer to communicate - written or verbal? Discuss your preference with the interviewer and support your answer.
"I prefer verbal communication because I feel that with written communication, a lot can be misread due to lack of tone, fluctuation, expression and body language. I will always choose a face to face conversation whenever possible."
"I do not lean one way or another when it comes to verbal or written communication. Both are equally important to me. If I have to choose just one, I will choose written communication as one can always look back on written communication for reference."
"I like to leverage both methods of communications when dealing with business. Sometimes, situations call for verbal communications and other times, written. As a rule of thumb, I tend to practice verbal communications, with written follow up or vice versa. Utilizing multiple methods creates repetition and therefore, change."
Companies will have confidentiality agreements for a variety of reasons. These could be to protect their trade secrets or to ensure that you do not bring clients over on the occasion that you leave their company. Talk to the interviewer about your thoughts on confidentiality agreements.
"I never have, to my knowledge, broken a confidentiality agreement. Despite my reasons for leaving a position, I would never choose to hurt a previous employer in any way."
"No. I have only once had a confidentiality agreement and had no problem adhering to it."
"Confidentiality agreements are necessary and important to protect an insurance organization. I understand the need for confidentiality and take those factors very seriously. I have never broken the trust of my employer."
It's always a great idea to have questions ready for the interviewer. Review the company website and other online resources to ensure the questions you are asking are not mundane, or redundant. The last thing an interviewer wants to hear is a list of items you could have found the answers to from merely watching a video on their company site!
"A couple of questions come to mind. What type of growth are you expecting to see in the next twelve months? Also, what impact is most important for me to make immediately after starting this role?"
"Here are some sample questions: - When would you like to have this position filled? - How long has this role been vacant? - Is this a replacement search or a newly created role? - What is your favorite part about working here? - What is the company's primary goal for this position in the next 12 months? - Is there anything from my background and experience that I can clarify for you? - What do you see as the most significant change in this industry over the past three years? - Is there any reason why you would not hire me? "
"Thank you for asking - I do have a few questions. What is top of mind when it comes to filling this role? Also, what types of career growth opportunities would follow this position? And lastly, do you have internal candidates who are also interviewing for this position?"
The interviewer wants to make sure they can offer what you are looking for in your next position. What are you missing from your current company? What aspects of this business excite you? Talke your answers from these two questions, and you have a perfect response!
"
"One of the most important things I am looking for in a company is an organization that values its associate's growth from within. Companies that offer internal training and development programs for advancement appeal to me over those who do not."
"I am looking for a company that I can stick with for the long haul. I want a company that values its employees promotes from within and keeps evolving with the times. I am leaving a company after over a decade of employment, so I value loyalty and somewhere with career advancements."
Before your interview, make sure you have a start date in mind for the new employer. Whether you need to give two weeks notice to your previous position, or are unemployed and can start right away, be prepared with an affirmative answer. If you are currently working, you should always show professionalism by offering two weeks' notice to your current employer. No hiring manager is ever impressed when they hear "I can quit my job today and start tomorrow!" Show that you are professional and reliable in all situations.
"I can quit my job today and start tomorrow!"
"I would need to give a customary two weeks' notice to my current company so that they could choose if they want me to stay and transition accounts or make it my last day. But, out of courtesy to them, I need to let them make the decision."
"I would need to give my employer two weeks' notice. Due to my length of employment, it is possible that I may need to work an additional week if they were to request it of me to aid in the transition to the next adjuster, but I am available immediately following. Can you clarify your timeline for me?"
When an interviewer asks an open-ended question like this, it can be difficult to know where to begin...and end! This question haunts many individuals who may accidentally go a little too in-depth into their personal lives. It happens. Keep your reply light, and work relevant. You can also share how you became interested in a career within claims and what you enjoy about it. This question offers an excellent opportunity to describe yourself by discussing the strengths and qualities that you bring.
"I am a competitive individual who is driven and likes to win. In addition to my successful career as a claims adjuster, I also spend time playing competitive sports. I give back by volunteering at the local animal shelter and working for a variety of annual fundraisers in our community."
"I am a very active individual who loves to workout and goes to the mountains on the weekend. I feel that my level of activity on my off time greatly improves my work during the week. I have a high amount of energy to offer!"
"I would say that I am both analytical and creative, I'm extroverted at times, but like to hunker down and work on my own to knock out my deadlines. When not at work, I love attending musicals, museums, and traveling. Not only is it something I love, but also I think it helps me expand my horizons on how I approach my day to day work."
Are you given the creative freedom to improve existing processes? Talk to the interviewer about your ability to take an existing process and develop it creatively.
"Last month my supervisor asked me to take our existing adjuster training package and improve it. My goal was to make the system more engaging for new recruits. Once we implemented my ideas, we increased our new trainee retention rate by 16%. I was quite proud of what my creativity could do!"
"I do not go into a position looking to make changes for the sake of change, but I do look creatively at processes and look for ways to improve efficiency and reduce costs. I will present any creative thoughts to my manager to see if they are do-able."
"I like to use my creativity when it comes to new software and time management processes. Recently I made some recommendations for team messaging applications and project management software that would streamline our claims processes. These suggestions are currently under review."
The interviewer would like to know what you consider to be strong leadership qualities. When describing leadership qualities, try to avoid general terms and give some unique ideas. A great leader is someone who people naturally want to follow. They have exceptional interpersonal skills and the ability to build relationships with nearly any personality type. A respected leader will take ownership of their mistakes and will always lead their team by example. True leaders see the importance of motivating others and recognizing even the smallest achievements. Which of these qualities do you most identify?
"Although I have not yet been in an official leadership role, I believe I lead effectively by showing others respect regardless of their position or title, creating an open environment in which everyone knows that feedback is welcome, and setting achievable but high expectations for myself at all times."
"I have taken many workshops and courses to improve my leadership skills over the years. My leadership qualities are best summed as dedicated, attentive, and motivating. I like to recognize my teams' small wins because that motivates them to continue achieving."
To many employers, the number of years' experience is flexible - so long as you have the results to show for the years that you do have. Talk to the interviewer about your major career successes. This is the time to sell yourself. Make no apologies for your lack of years!
"Although I have five years' experience vs. 8 years' experience, as a claims adjuster, I can do this job well. In my previous role, I was outperforming colleagues who had 12 years of experience. To me, it's all about drive and ability to be a quick study. I have all of these qualities and more."
"I believe that my blend of education and previous experience in insurance sales would amount to a great deal of valuable experience. I applied to this role knowing that I could make a big impact for your organization. I plan to begin studying for this role immediately so that I can make a difference from day one."
"Along with my five years working in this industry, I have worked in related industries my entire career. Also, I hope that my graduate degree gives me a little boost in experience over the required undergraduate degree."
The best way to discuss your salary expectation is to use your current earnings as an example. Be open, and honest. Transparency is the best choice when salary based questions arise.
"Currently, I earn a base salary of $45,000 per year plus a potential 20% annual bonus. Last year my earnings were $52,000, and I would like to stay in the same range or slightly higher."
"As I am new to my career and this industry, I am happy to negotiate my earnings based on your typical salary for this role."
"I am currently making $80,000 per year with two bonus opportunities based on the cases that I have closed and successfully negotiated. I am looking for compensation that is aligned with the role and provides an opportunity for growth."
A junior claims adjuster may have just a High School Diploma and on the job training. If you'd like to have a specific concentration then you may need a Bachelor's Degree in a Business concentration. Talk to the interviewer about your best coursework, and the most challenging, if you have attended post-secondary education.
"My best course while obtaining my Bachelor's of Business Administration was Business, Society, and Ethics. I feel it was my best course because Sociology and Ethics are fascinating topics for me. I found my most challenging course to be Management Strategy simply because I don't have a lot of experience in management."
"I am looking to gain on the job experience in addition to my high school diploma. I have signed up for some online courses including 'The Ethical Practices of an Adjuster.' Are there any other courses that you'd like to see me take before starting with your organization?"
"My first start as a claims adjuster was strictly on-the-job training. However, since my start eighteen years ago, I have taken many professional development workshops and courses including Strategic Claims Negotiations, Understanding Punitive Damages, and the National Flood Adjuster Training Program."
The interviewer would like to know about your level of understanding when it comes to the insurance and claims industry. Assure the interviewer that you are capable of doing this job well. Highlight how long you have been exposed to the insurance industry and how you keep up to date on industry-related changes.
"I have a strong understanding of the industry from working as an Adjuster for the past four years. I like to keep up to date on new policies and industry related changes to ensure that I am always on top of things at work."
"I am newer to the insurance industry; however, recently graduated with my Bachelor of Science in Business Administration. During this time, I learned a great deal about how insurance works. I understand the importance of accurate claims and am confident that I would be a fantastic adjuster."
"I am an expert in the insurance industry and have trained upwards of fifteen new claims adjusters, over my ten-year career. I would consider myself a subject matter expert in the area of general insurance and liability laws."
As a Claims Adjuster, being empathetic to those in distress will be required. Assure the interviewer that you are capable of communicating well with individuals in trouble. Discuss how you interact in these circumstances.
"I can be empathetic with my clients who are in distress. I understand that claims are often emotional for others and I try my best to be cognizant of that. I will take notes at a pace that makes the client feel comfortable."
"I will handle communication with all clients using great listening skills, empathy, and open communication. Everyone deserves to feel listened to, no matter their level of distress."
"Individuals in distress often need to be handled a bit gentler and with more empathy than the average client. I let my clients know that they are in good hands, are listened to, and cared for. My clients have said nice things about me and my communication methods, over the years."
Hiring a new team member is a time consuming and often expensive endeavor for a company. It's impossible to know where you will be in 5 years but you should assure the interviewer that, given all possible circumstances, you could see yourself as a long-term fit for their adjuster position.
"I see a lot of opportunities for career growth and advancement with your organization. For that reason, I would like to spend the next five years working into a role with a more prominent management component."
"In five years I would like to be well-respected in the claims industry and have a few new certifications on topics such as liability laws and strategic claims negotiations."
"In five years I would like to be seen as an authority in the insurance industry. I would like to be well-connected and trusted when it comes to my work here and be heavily involved in the training of new adjusters on topics such as liability laws and industry ethics."
Career progression can be a touchy subject, especially if you feel that your career hasn't progressed as well as you would have liked. Talk to the interviewer about your career progression and what you would like to see in your future as a claims adjuster.
"Overall, my career has progressed a touch slower than I would have liked. I have held a couple of positions that didn't offer the growth and learning that I was expecting; however, I have bounced back nicely. I feel that this particular position would take my career exactly where it should be."
"I am pleased with the progress of my claims career since graduating university. I am proud of my accomplishments and the opportunities presented to me so far. I've had some great mentors in this industry."
"Overall, I am satisfied with my career progression in the claims industry. Everyone, including me, hits roadblocks or setbacks, but I have been able to push through them and stay on track."
A Claims Adjuster is also referred to as an Insurance Adjuster or Claims Handler. An Adjuster is responsible for assessing policyholder claims that come through an insurance company. Investigating the policyholders claim is the beginning of a Claims Adjuster's role and may include negotiating a payout from the insurance company to the claimant. A Claims Adjuster can find employment with any Insurance Agency.
Professional mannerisms and great communication skills are key to the success of a Claims Adjuster. An Adjuster may need to work directly with Physicians, Law Enforcement, Lawyers and other professionals who may be required to give their professional opinion on the health and well-being of a claimant or the state of their property.
A Claims Adjuster is required to perform investigatory related tasks associated with car accidents and personal injury, for example. A strong memory and keen eye are some characteristics that may be important for an Adjuster to possess. Negotiation skills are a must-have as a Claims Adjuster must make recommendations for insurance payout amounts based on each individual policy and situation. Claims Adjusters should be very detail oriented since organization and precision are vital to a claim's accuracy. Every single detail matters when it comes to an insurance claim.
A post-secondary degree can greatly improve one's ability to gain employment as an Adjuster. A degree in Business, Finance, or Administration may be desired. A post-secondary degree may not always be required to gain employment as a Claims Adjuster; however, one must always be properly licensed. Licensing may change between States so it's important to check for policies and regulations when moving from State to State.