Manager, Claims Operations - Property Claims

About the role

Manages and is accountable for property, and other claims operations member service employees who are responsible for serving our members, and providing appropriate solutions as they investigate, evaluate and negotiate the claim.

Responsibilities

• Inspects and reviews quality of property claim files and provide feedback to employees as appropriate.
• Responsible for ongoing coaching and driving awareness so employees understand how their work and contributions support the overall claims and Enterprise strategies.
• Proactively identifies opportunities to improve operational effectiveness, member experiences and processes providing feedback to internal partners.
• Creates conditions for success removes obstacles, leads and champions change.
• Achieves optimal productivity through managing workload volumes, staffing, training needs, and identifying and implementing appropriate solutions.
• Ongoing monitoring of work to ensure consistent execution of processes and adherence to guidelines and frameworks.
• Handles escalations and makes appropriate decisions based on the policy.
• Facilitates and guides employees through skill identification and developing for career progression.
• Serves as a subject matter expert.
• Hires, develops, and coaches claims employees for results delivery.
• Consistently coaches employees on claims handling and identifies opportunities to improve overall process and engagement.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

Requirements

• Bachelor's degree OR 4 years of relevant education and/or experience.
• 6 years of progressive customer service, operational, military or leadership experience to include a minimum of 2 years of claims handling experience required with demonstrated proficiency.
• 2 years of direct team lead, supervisory or management experience.
• Experience using and interpreting data to make decisions.
• Demonstrated leadership, initiative, customer service and/or claims handling skills.
• Acquisition and maintenance of applicable insurance adjuster license within 6 months time in role.

Qualifications

• 5 years of property claims experience handling moderate severity Homeowners or Dwelling claims.
• Experience handling water loss claims.
• Knowledge of property claims contracts and interpretation of case law.
• Residential construction experience.
• Knowledge of Xactimate, XactAnalysis and XactContents.
• Experience handling catastrophe claims.
• CPCU or other insurance industry designation.
• Current or prior L4A participant.
• US military experience gained through military service or gained as a military spouse / domestic partner.

Skills

• Leadership
• Customer Service
• Claims Handling
• Data Interpretation
• Project Management
• Process Improvement
• Operational Risk Management
• Regulatory Compliance

Benefits

• Comprehensive medical, dental and vision plans
• 401(k)
• Pension
• Life Insurance
• Parental Benefits
• Adoption Assistance
• Paid Time Off Program with Paid Holidays plus 16 paid volunteer hours
• Variety of wellness programs
• Career path planning and continuing education

Pay

The salary range for this position is: $103,450 - $186,210.

Schedule

This position can be based in one of the following locations: San Antonio, TX, Phoenix, AZ, Colorado Springs, CO, Tampa, FL or Chesapeake, VA.