- Oversees the daily file work of claims adjusters through reminder review, file review, and dialogue with staff members. Provides written and verbal feedback to adjusters regarding file work and job performance in an effort to develop staff and ensure thorough work product.
- Monitors and maintains adequate claim reserves based on file reviews. Adjusts reserves as file warrants.
- Audits claim file work of assigned adjusters to confirm compliance with claims procedures and meet customer service standards. Provides feedback to the adjuster to ensure file and facts are complete. Follows quarterly schedule and audit process.
- Responds to customer inquiries and complaints by telephone, electronic communication, or written correspondence. Interviews staff members, reviews file, and examine all relevant information to assess validity of complaints, determine possible causes, and negotiate fair response.
- Monitors and stays abreast of updates to policies and regulations governing property/casualty claims.
- Serves as a leader and resource to claims staff concerning claims and company procedures, guidelines, and policies. Assists with training groups or individuals to ensure consistency.
- Researches, analyzes, summarizes and develops presentations and projects for specific assignments or audiences. Applies new information in day to day assignments and assists others to do the same.
- Completes special projects and assignments as assigned by leadership. Analyzes, applies innovative solutions and shares best practices to improve efficiencies. Utilizes all available resources including cross-departmental, inter-departmental and/or professional organizations.
- Performs other duties as assigned.
- Supervises team of telephone and field claims adjusters. Duties may include hiring qualified talent, delegating and assigning work, effective communications, problem resolution, evaluating performance and recommending personnel actions; or motivating employee to achieve peak productivity and performance.
- Supports and develops individuals through coaching, feedback, and mentoring to assist them in accomplishing professional and technical responsibilities.
- Recommends training programs, e.g., technical claims skills, customer service, or management/supervisory development to effectively develop assigned personnel. Ensures that staff members attend, understand, and implement training they receive. Develops and delivers training as assigned.
Working Conditions and Physical Efforts:
- To perform this job successfully, an individual must be able to perform each job duty and responsibility satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform job duties and responsibilities.
- The Claims Manager works with many types of people which can be stimulating yet demanding and stressful.
- Frequently works under externally imposed deadlines with expected interruptions making it challenging to anticipate the nature and volume of work performed.
- The position requires the individual to frequently talk on the phone and use the computer. Eye strain may be associated with computer work.
- The position is physically located in the home office and includes some travel i.e., ride-alongs with field adjusters, visit large loss claim sites, and attend professional meetings and conferences. Occasional exposure to outside weather conditions.
- The work environment is one generally encountered in a typical office environment; noise level is relatively quiet and occasional stress is encountered when dealing with challenging claims or customers. The position requires an individual to sit for long periods of time.