Claims Manager, Field

Summary of Job Responsibilities: 
Auto Material Damage Claims Manager
Manages a claims unit within a geographic area. This includes review, adjusting and payment of claims within a particular line of business. May handle one or a combination of the following lines of business within a geographic territory: property damage/Blue Ribbon, material damage, casualty/bodily injury, exess/surplus, farm/agribusiness. Direct supervision of claims representatives. Other responsibilities include managing customer complaint/ satisfaction, expense control, monitoring loss cost objectives, and supporting cross-functional and cross-claims specialty coordination. May be required to lead local recruiting teams and actively partner with HR and claims leadership to develop an annual workforce plan.

Reports to the Claims Director. Directly/indirectly manages 6 - 8 Claims associates.

1. Hires, supervises, develops and evaluates Claims Representatives in a unit that handles a particular line of business and geographic area. Responsible for the management of associates including: performance management, salary planning and administration, training and development, workflow planning, hiring and placement, and disciplinary actions. Drive technical excellence, manage productivity, conduct open file reviews, reinforce corporate communications, enforce compliance issues, identify and resolve ethical dilemmas, manage general personnel issues.

2. Supports cross-functional and cross-claims coordination:
a. Participate in local claims teams to improve cross- claims coordination.
b. Ensure agent understanding of claims data and processes, and manage agent-claims partnership.

3. Supports claims performance improvement via participation in special claims initiatives.

4. Resolves customer complaints according to Best Practices. Monitors customer satisfaction in an effort to drive action plans for improvement.

5. Manages support resources/vendor as applicable (Blue Ribbon, rental car/glass vendors, etc.)

6. Coordinates resources with other functions such as ACE, SIU, Subrogation, Claims Legal, Medical review, service center/call center, and home office support staff.

7. Monitors/manages loss cost objectives:
a. Conducts ACE file reviews and implements ACE team recommendations.
b. Implements Claims Director action plans.

8. Supervises and/or contributes to select administrative function such as: contribution to budget process, facilities/officer service support, claims-wide programs, and non-specialty training.

9. Responsible for the management of associates including: performance management, salary planning and administration, training and development, workflow planning, hiring and placement, and disciplinary actions.


10. Performs other duties as assigned.

Summary of Job Requirements:
Education: Undergraduate studies preferred. Continued study toward and/or completion of professional course work/certifications highly desirable.

Experience: Seven years related experience in claims settlement, including at least four years in assigned line of business. Supervisory, training and/or claims consulting experience preferred.

Knowledge:
*In-depth knowledge of claims files handling, investigation and settlement processes and procedures.
* Legal issues/litigation process as it relates to claims.
* Claims Best Practices and ACE file review procedures.
* Insurance industry operations including understanding of sales and underwriting functions.
* Claims operations practices, procedures and related systems.

Skills:
* Oral and written communication skills for frequent contact with claims representatives, claimants, policyholders, claims field management within specialty, other specialties and other claims functions.
* Ability to discern problem areas, implement/coordinate resolution, and follow up as needed to bring to conclusion.
* Ability to supervise and train claims representative in all aspects of claims processes.
* Ability to operate PC and related software applications efficiently.

Working Conditions/Physical Requirements: Field claims office environment. Some travel may be required. Some positions may require ability to operate an automobile and have a valid driver's license with a safe driving record. Must be able to operate an automobile and have a valid driver's license with a safe driving record. Must be able to make physical inspection of accident scenes and property and/or property loss sites. Must be able to climb ladders, balance at various heights, stoop, and bend and/or crawl to inspect vehicles and/or structures. Must be able to work out-of-doors in all types of weather. Must be willing to work irregular hours and to travel with possible overnight requirements. Must be available to work catastrophes (CAT).

Credit Check: Due to the fiduciary accountabilities within this job, a valid credit check and/or background check will be required as part of the selection process.

EEO, M/F/D/V