About this role
Role Overview
- Under general direction and as a member of local line of business (LOB) management team, responsible for product quality and performance for a specific team of claim professionals.
- Provide guidance and direction to direct reports through a continuous process of management involvement and frequent claim file review.
- Serve as a field representative for the Home Office LOB product, as requested.
- Reinforce LOB Vision, Strategies, and Objectives through word and action.
- Select, lead, mentor, performance manage and develop staff.
- Attract, Retain and Develop World Class Talent: Proactive recruitment of talent; work with management establishing and implementing a strategic staffing strategy.
- Effective orientation and on-boarding. Manage staff performance; implement strategies and plans to address staff development; identify and address training needs on an ongoing basis; provide frequent performance feedback.
- Work with management to develop and implement effective training, performance development and succession planning. Effective retention planning; proactively manage and respond to turnover.
- Effectively utilize reward system to distinguish top performers and significant achievements.
- Provide Compelling Claim Services: Employ proper claim handling techniques to protect the integrity of our brand and providing consistent service quality and streamlined processes to add value for our customers.
- Develop and execute a strategic file management plan that achieves optimal file resolution and business results.
- Provide face-to-face and written guidance to ensure effectiveness, engagement, accuracy and efficiency. Review new notices, ensuring claims are assigned to staff with appropriate skill sets.
- Conduct quality file reviews per office/best practices guidelines. Establish/follow up on file reviews per diary instructions, conducting additional reviews. (i.e. 180, 360 day reviews), as necessary.
- Implement strategies and initiatives to improve file quality, customer service and manage costs.
- Drive the Information Advantage: Successfully leverage data, management information and technology to identify and make the most of opportunities to support business strategies and improve results.
- Achieve Optimal Solutions: Focus on resolution and process improvement, fulfilling all obligations while maximizing cost effectiveness, helping the business understand drivers, trends and product stress points and helping our partners attract and retain business.
- Partner for Mutual Success: Develop and maintain effective relationships with colleagues, business partners, customers, agents, regulatory agencies and others to achieve organizational goals and create better outcomes. Participate in business meetings and agency visits as required.
Requirements
- Bachelor's degree.
- Claim management experience.
- Leading the Business: Drive Results. Leads Change. Executes Business Strategy.
- Leading Others: Attract Top Talent. Maximize Individual Performance. Holds Others Accountable. Aligns Rewards. Creates and Sustains a Dynamic Workplace.
- High School Diploma or GED.
- 3 years claim work experience in at least one line of business.
Benefits
- Health Insurance : Employees and their eligible family members – including spouses, domestic partners, and children – are eligible for coverage from the first day of employment.
- Retirement: Travelers matches your 401(k) contributions dollar-for-dollar up to your first 5% of eligible pay, subject to an annual maximum. If you have student loan debt, you can enroll in the Paying it Forward Savings Program. When you make a payment toward your student loan, Travelers will make an annual contribution into your 401(k) account. You are also eligible for a Pension Plan that is 100% funded by Travelers.
- Paid Time Off: Start your career at Travelers with a minimum of 20 days Paid Time Off annually, plus nine paid company Holidays.
- Wellness Program: The Travelers wellness program is comprised of tools, discounts and resources that empower you to achieve your wellness goals and caregiving needs. In addition, our mental health program provides access to free professional counseling services, health coaching and other resources to support your daily life needs.
- Volunteer Encouragement: We have a deep commitment to the communities we serve and encourage our employees to get involved. Travelers has a Matching Gift and Volunteer Rewards program that enables you to give back to the charity of your choice.