Complex Claim Director – Mass Tort Unit

About the Role

Leads a team of Claims Consultants and Consulting Directors responsible for handling complex, high-exposure mass tort and environmental claims, including social media addiction, PFAS, talc, sexual molestation, and other long-tail general liability and pollution-related matters. This position operates within broad authority limits on assignments requiring a high degree of technical knowledge and drives overall results while implementing company initiatives.

Responsibilities

• Leads the work activities of medium to high-severity specialized Claims Professionals, with full management responsibility for setting expectations, providing direction, situational coaching, and facilitating ongoing training.
• Facilitates ongoing development, manages performance, and drives employee engagement and retention.
• Provides oversight and strategic direction on claim files, including analysis of complex coverage issues and litigation strategy for high-exposure matters.
• Partners with Underwriting, Actuary, Reinsurance, Legal, and other internal stakeholders as appropriate.
• Contributes to organizational profitability by driving productivity, managing expenses, ensuring appropriate use of vendors, overseeing claim resolution strategies, and maintaining quality and customer service standards.
• Ensures customer satisfaction by holding the team accountable for high-quality and timely claim service, identifying service opportunities, and developing initiatives to enhance the customer experience.
• Ensures adherence to claim-handling protocols by maintaining appropriate file engagement, providing feedback, and addressing training needs.
• Uses data analytics to monitor team performance and identify trends, developing strategies to drive operational effectiveness.
• Develops and maintains collaborative business partnerships with internal and external resources to manage operations effectively.
• Communicates pertinent information to employees through team meetings, 1:1 discussions, and shared access to documentation.
• Participates in developing, implementing, and reinforcing claim-handling protocols, business strategies, and objectives with senior leadership.
• Recognizes severity matters and escalates appropriately; ensures compliance with state/local regulatory requirements.
• May participate in special projects and perform additional duties as assigned.

Requirements

• Advanced technical expertise in general liability claims, with deep knowledge of mass tort, sexual abuse, and latent/legacy exposures.
• Strong understanding of general liability policy forms and coverage issues, including allocation, number of occurrences, and trigger theories.
• Demonstrated ability to lead, coach, develop, and retain highly skilled claim professionals in a complex and evolving environment.
• Excellent judgment and decision-making skills, with the ability to assess and manage large-scale severity and uncertainty.
• Expert knowledge of claims principles, practices, and procedures, including investigation, negotiation, and resolution.
• Ability to solve complex issues with urgency, utilizing all available resources to make informed decisions.
• Ability to effectively interact and collaborate with all levels of internal and external business partners.
• Excellent communication skills, with the ability to present succinctly to senior management.
• Demonstrated ability to extract insights from metrics to inform business decisions.
• Ability to manage ambiguous and challenging business problems, lead through change, and take appropriate risks.
• Adaptable and able to lead through change.
• Proficiency in Microsoft Office Suite and other business-related software.

Qualifications

• Bachelor’s degree required; JD, Master’s degree, or equivalent experience preferred.
• Typically a minimum of ten years of related work experience, with three years of management experience preferred.
• Applicable certifications or professional designations preferred.

Pay

The national base pay range for the Complex Claims Director role is $147,000 to $241,500. Salary determinations are based on factors such as relevant work experience, skills, certifications, and location. In District of Columbia, California, Colorado, Connecticut, Illinois, Maryland, Massachusetts, New York, and Washington, the base pay range is $97,000 to $189,000 annually.

Benefits

CNA offers a comprehensive and competitive benefits package to help employees and their family members achieve physical, financial, emotional, and social well-being goals. For a detailed look at CNA’s benefits, visit cnabenefits.com.