Claims Training Manager

About the role

The Claims Training Manager at Frontline Insurance plays a pivotal role in ensuring high-quality service and proactive solutions for all customers. This position exemplifies professional and ethical behavior, leads, coaches, and develops the Training Team, and manages the scheduling and facilitation of training sessions.

Responsibilities

• Exemplify professional and ethical behavior.
• Lead, coach, and develop the Training Team, providing guidance, mentorship, and performance feedback.
• Function as a resource to the Claims Department.
• Strategically assess training needs in partnership with Quality Assurance, Claims leadership, and other stakeholders; recommend and implement solutions for greater efficiency and improved claim handling.
• Oversee the creation, development, and delivery of effective training programs.
• Ensure training materials accurately reflect current/relevant practices and regulations.
• Manage the scheduling and facilitation of in-person and virtual training sessions on claims processes, systems, guidelines, regulatory requirements, and other topics.
• Monitor and evaluate the effectiveness of training programs, curriculum, and learner engagement; drive continuous improvement based on feedback and performance metrics.
• Maintain up to date knowledge and compliance with Company procedures, claim related statutes, insurance regulations, other legal requirements and emerging trends in claims handling and training.
• Deliver high level customer service for internal and external partners.
• Manage projects, deadlines, and priorities; allocate resources effectively.
• Provide feedback to Claims leadership and promote consistency of claim handling.
• Overnight travel and/or extended work hours beyond regular business hours may be required, including weekends, holidays, during a catastrophe response, and/or as needed.

Requirements

• Bachelor's degree
• MBA and/or insurance designations such as ACI and CPCU are a plus
• 12+ years of experience in property and casualty claims including prior claims training and management experience
• Field claim handling experience is preferred
• If residing in a state where an adjuster license is required, must maintain Designated Home State license in good standing at all times
• Must maintain adjuster license in all non-resident states where Frontline operates and an adjuster license is required
• Must obtain required adjuster license in new states commensurate with company expansion
• Exceptional verbal and written communication, facilitation, and coaching skills
• Excellent analytical skills and attention to detail
• Strong working knowledge of Xactimate, XactAnalysis, XactContents, Guidewire, and PowerBI
• Advanced knowledge and understanding of Company procedures, claim processes, claim related statutes, insurance regulations, and other legal requirements
• Exceptional comprehension of policy contracts and proper application of policy coverages
• Experience in curriculum creation, facilitation, and evaluation
• Ability to manage multiple projects, deadlines, and priorities
• Ability to lead and motivate a team, fostering continuous improvement and professional growth

Qualifications

• Must have a valid driver’s license and reliable transportation
• Must be able to lift up to 25 pounds
• Must be able to work flexible hours, including evenings, weekends, and holidays

Skills

• Exceptional verbal and written communication
• Facilitation and coaching skills
• Strong analytical skills
• Advanced knowledge of Xactimate, XactAnalysis, XactContents, Guidewire, and PowerBI
• Knowledge of Company procedures, claim processes, claim related statutes, insurance regulations, and other legal requirements
• Ability to manage multiple projects, deadlines, and priorities
• Ability to lead and motivate a team, fostering continuous improvement and professional growth

Benefits

• Health & Wellness: Company-sponsored Medical, Dental, Vision, Life, and Disability Insurance (Short-Term and Long-Term)
• Financial Security: 401k Retirement Plan with a generous match
• Work-Life Balance: Four weeks of PTO and Pet Insurance for your furry family members

Pay

Compensation is competitive and commensurate with experience.

Schedule

Flexible schedule to accommodate the demands of the role.