Claims Manager

About the role

The Claims Manager plays a critical leadership role in delivering the exceptional service and personal attention that define the Walsh Duffield Companies, Inc. client experience. This position oversees the day-to-day operations of the Personal Insurance Division's claims function, ensuring clients receive knowledgeable guidance, timely assistance, and compassionate support when they need it most. A claim is often the moment when clients need their insurance agency the most. The Claims Manager leads the effort to make that experience as smooth, responsive, and reassuring as possible. This individual serves as a key advocate for our clients, a trusted resource for our Personal Insurance team, and a collaborative partner to our insurance carriers. In addition to overseeing claim intake, reporting, documentation, and follow-up, the Claims Manager is responsible for developing team capabilities, maintaining strong carrier relationships, identifying opportunities to improve processes, and establishing consistent service standards. Success in this role requires strong leadership, sound judgment, technical insurance knowledge, and a genuine commitment to client satisfaction, retention, and the reputation of Walsh Duffield.

Responsibilities

Claims Leadership and Client Advocacy

• Oversee the Personal Insurance Division's claims process, ensuring claims are handled promptly, accurately, and professionally from initial reporting through resolution.
• Lead inbound claim handling and provide responsive, knowledgeable assistance to clients experiencing a loss.
• Serve as a resource for clients, producers, account executives, and service team members on claim-related questions, coverage concerns, and appropriate next steps.
• Communicate with empathy, professionalism, and clarity, helping clients understand the claims process and what to expect throughout their experience.
• Coordinate claim information received by telephone, email, mail, and in person, ensuring appropriate action and follow-up.
• Report claims to the appropriate insurance carriers on the same business day, using electronic reporting or telephone communication as appropriate.
• Ensure claim files and agency management system records are complete, accurate, and maintained in a timely manner.
• Monitor service quality and responsiveness, maintaining established agency standards for communication, call handling, and client satisfaction.

Team Leadership and Development

• Provide guidance, training, and support to colleagues on claims procedures, documentation standards, agency systems, and best practices.
• Promote a collaborative, accountable, and service-oriented team environment.
• Establish priorities and coordinate workflow to ensure timely, accurate, and consistent claim handling.
• Cross-train team members and help develop the knowledge and skills necessary to maintain effective operations and continuity of service.
• Assist other members of the Personal Insurance Division when needed, demonstrating flexibility, professionalism, and a positive attitude.
• Reinforce agency procedures, quality standards, and the expectations of the E&O Plus Quality Management Program.

Collaboration and Continuous Improvement

• Work collaboratively with clients, producers, account executives, insurance carrier representatives, and other Walsh Duffield employees to resolve claim-related issues.
• Identify opportunities to improve claims workflows, communication, documentation, technology utilization, and the overall client experience.
• Recommend and help implement process improvements that increase efficiency, strengthen quality control, and reduce errors and omissions exposure.
• Promote agency goodwill by consistently demonstrating integrity, professionalism, responsiveness, and a commitment to client service.
• Support the agency's broader sales, service, and retention objectives through effective claims advocacy and strong internal partnerships.

Claims Oversight and Follow-Up

• Maintain an active understanding of open claims and diligently follow up with insurance carriers to promote timely progress and resolution.
• Review claim activity regularly, identify delays or service concerns, and take appropriate action to move claims forward.
• Communicate significant claim developments, changes in claim status, and emerging concerns to the appropriate producers, customer service representatives, and management.
• Identify severe, complex, or frequent losses and coordinate appropriate communication and follow-up with producers, service team members, and agency leadership.
• Help identify potential coverage concerns, claim-handling issues, and circumstances requiring additional attention or escalation.
• Maintain accurate claim histories and ensure relevant information is accessible to authorized agency personnel.
• Respond to insurance carrier claim personnel promptly and with integrity, generally within 24 hours of receiving a request.
• Visit insurance carrier offices when appropriate to strengthen working relationships, understand carrier procedures, and improve coordination.
• Provide backup and cross-functional support to the Commercial Lines Claims Department during high volume or staff absence.
• Adhere to the stated expectations of the E&O Plus Quality Management Program.

Carrier Relationships and Industry Knowledge

• Develop and maintain a thorough understanding of personal insurance coverages, policy provisions, claims practices, and carrier-specific procedures.
• Build productive working relationships with carrier claims departments to facilitate communication, address service issues, and improve outcomes for clients.
• Stay informed about industry developments, emerging products, legislative and regulatory changes, technology, and claims trends affecting the Personal Insurance Division.
• Participate in continuing education and professional development to maintain technical expertise and leadership effectiveness.

Reporting, Quality Control, and Administration

• Prepare claims reports, management summaries, and other analyses as requested.
• Monitor claims activity and identify recurring issues, service trends, and opportunities for operational improvement.
• Take a proactive approach to claims analysis, using loss data to guide claim strategy, reserving, and risk management recommendations.
• Ensure claims handling practices align with agency procedures, documentation requirements, quality management standards, and applicable professional obligations.
• Maintain proficiency in agency management systems, claims reporting platforms, Microsoft Office, and other relevant technologies.
• Perform other duties as assigned to support the effective operation of the Personal Insurance Division.

Requirements

Education and Experience

• A minimum of four years of relevant experience in personal insurance, required.
• Bachelor's degree, preferred.
• A minimum of four years of personal insurance claims experience, preferred.
• Demonstrated experience in personal insurance claims handling, client service, or insurance operations, preferred.
• Previous leadership, supervisory, training, or workflow management experience in personal insurance, preferred.
• Experience working with personal insurance carriers, agency management systems, and electronic claims reporting platforms, preferred.
• Property & Casualty license (within 6 months of hire), required.

Knowledge, Skills, and Abilities

• Leadership and accountability: Ability to lead by example, establish priorities, support employee development, and maintain high-performance standards.
• Client advocacy: Strong commitment to delivering responsive, compassionate, and effective service, particularly when clients are navigating stressful or difficult losses.
• Insurance expertise: Thorough understanding of personal insurance products, coverages, policy provisions, claims procedures, and insurance markets.
• Communication: