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 works within broad authority limits on assignments requiring a high degree of technical knowledge and is accountable for driving overall results and implementing company initiatives within the department.

Responsibilities

• Leads the work activities of medium to high-severity specialized Claims Professionals, with full management responsibility for setting and communicating expectations, providing direction and 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 on 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 and authorizing claim resolution strategies, and ensuring quality and customer service standards are met or exceeded.
• Ensures customer satisfaction by holding the team accountable for delivering high-quality and timely claim service, identifying service opportunities, and developing initiatives, processes, and training that contribute to a positive customer experience.
• Ensures applicable claim handling protocols are followed by maintaining and/or overseeing appropriate file engagement, providing ongoing feedback, and addressing training needs.
• Regularly uses data analytics to monitor team performance and identify trends; develops strategies to drive operational effectiveness and improve overall organizational performance.
• Develops and maintains collaborative business partnerships with internal and external resources to ensure optimal and effective operation.
• Effectively communicates and shares pertinent and timely information with employees through team meetings, regular one-on-one discussions, and by reinforcing leadership messages.
• Participates with senior leadership in the development, implementation, and reinforcement of claim handling protocols, business strategies, and objectives; regularly evaluates performance and holds self and team accountable for achieving desired results.
• Recognizes severity matters and escalates appropriately.
• Oversees compliance with state/local regulatory requirements by following company guidelines and remains current on commercial insurance laws, regulations, or trends for the line of business.
• 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 claim 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 a sense of urgency; utilizes 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 demonstrated ability to succinctly present to senior management.
• Demonstrated knowledge and understanding of when and how to extract insights from metrics to make informed business decisions.
• Ability to creatively and effectively manage through ambiguous and challenging business problems, lead through change, and take appropriate levels of risk.
• Adaptable and able to effectively lead through change.
• Knowledge of 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 various factors, including but not limited to, 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 their physical, financial, emotional, and social well-being goals. For a detailed look at CNA’s benefits, visit cnabenefits.com.