Consumers Energy CLAIMS ADVOCATE I in Lansing, Michigan
Join a diverse and dynamic team that makes and delivers the most valuable services in the world: electricity and natural gas. At Consumers Energy, our customers are at the heart of everything we do. Our employees work around the clock to provide service to our customers in honor of our history and to fulfill our promise to Michigan - Count on Us! Consumers Energy, the principal subsidiary of CMS Energy and headquartered in Jackson, Michigan, provides natural gas and electricity to nearly 6.8 million of Michigan's 10 million residents in all 68 Lower Peninsula counties.
The Claims Advocate is responsible for investigating, billing and collecting asset damage costs caused by third parties (Claims For the Company); as well as investigating and resolving claims (paying or denying) depending on CE has negligence in cases of damage or injury (Claims Against the Company). In performing these duties they partner with most other departments in the company. They also work closely with the legal department regarding incidents that involve litigation and serve as Liaison during emergent incidents to help facilitate activities and communication between Legal and other company operations.
Pursue billing and collection of damages to CE facilities by a variety of methods including but not limited to phone calls, letters, and utilization of the Small Claims Court litigation process to obtain payment and/or settlement agreements from responsible parties or their insurance company. The duties require guiding the daily activities of their administrative assistant.
Manage a large volume of damage claims workload by effectively researching, analyzing, prioritizing and processing personal injury and property damage claims against the company. This requires direct interaction and negotiation with all customers (residential, commercial, industrial) and other parties via phone interaction and/or field visits to the customer premise or incident location.
Respond to emergencies, on a call-out basis, during normal working hours, after hours, and on weekends. This consists of fires, explosions, electric contacts, and other high profile critical incidents.
Answer Subpoenas and support other departments of Consumers Energy with Small Claims affidavits and legal/court matters as needed. Facilitate interrogatories and depositions of company employees for the legal department.
Periodically provide informal training or presentations to employees, excavators, contractors, and municipalities/government agencies.
Associates Degree or equivalent experience is required
Experience in fields associated with claims such as communications, legal, insurance, customer service or excavation/staking
The following experience/skills may set you apart from others:
Analytical Skill - Conducting Staking Field Audits requiring reading maps, prints, service cards. Determining the root cause and liability associated with claims. Creating and reviewing reports.
Excellent verbal/written communication skills - Phone calls and written communication to customers, municipalities, governmental units, outside agencies, and employees within the company including union, salaried, managers, and officers. Provide informal training and presentations to employees, excavators, contractors, and municipalities/government agencies.
Technical Skills and Knowledge of Utility Practices and Procedures – Needs to understand the fundamentals and hazards of gas and electric systems and operations in order to investigate and resolve claims.
Negotiation Skills – Frequently presented with high profile situations requiring the ability to reach fair and equitable settlements for both the company and customer.
Coaching/Facilitating Ability – Work closely with and coach their administrative assistant. Coach other departments regarding Small Claims affidavits, supboenas, and legal/court matters as needed. Facilitate interrogatories and depositions of company employees for the legal department.
Business Law Knowledge – Thorough understanding of the Miss Dig Law (public Act 174), and knowledge of Municipal Ordinances, MPSC Rules/Regulations for utilities, and Michigan No-Fault Law for resolving claims and litigation.
Higher level thinking such as problem solving, decision making, critical thinking, communicating, partnering, organizing, prioritizing, and use of productivity software are all a daily part of the job as they engage with customers, fellow employees, second and third parties. Due to the automonous nature of the position it is required that they are self-disciplined.
Hours and Travel
This position will require the ability to travel between field locations which may include nights and weekend/holiday timeframes.
20% of time traveling to site work, small claims, etc
Position will be filled at the appropriate salary grade based upon the skills, knowledge, and experience of the selected candidate.
All qualified applicants will not be discriminated against and will receive consideration for employment without regard to protected veteran status, disability, race, color, religion, sex, sexual orientation, gender identity or national origin.