Claims Manager

Role Overview

• Manage the Coordinator – Claims role
• Oversee daily claims dispatch and processing to ensure timely and accurate resolution
• Review and report weekly/monthly claims metrics
• Analyze customer metrics and trends (cycle time, total claims, cancellations, etc.)
• Partner with Field Team to drive cycle time performance
• Maintain visibility into open claims and proactively address delays
• Resolve customer issues and improve customer experience
• Ensure accurate customer pricing, quotes, and invoicing
• Process expenses as needed related to Claims
• Exercise independent judgment and discretion in managing the Claims team, including directing daily work priorities, staffing levels, and operational decisions
• Hire, discipline, evaluate, and recommend termination of direct reports; performance reviews and employment decisions carry significant weight with senior leadership
• Forecast contact volume for calls, email, and chat in both Peak and Non-Peak times and independently adjust staffing resources to meet operational demands
• Make staffing changes and scheduling decisions based on day of week, sales promotions, and other anticipated events without requiring prior approval for routine adjustments
• Prepare and direct schedules, monitor attendance of operators, approve time off, and adjust shifts as necessary
• Create, maintain, and report department metrics for tracking key performance indicators; independently review data for anomalies and determine corrective action
• Monitor individual, team, and claims center results; exercise discretion in identifying performance trends and implementing improvement plans
• Communicate policy and procedural updates to ensure representatives are fully informed of all changes related to products, services, customer needs, and company directives
• Resolve team conflicts and maintain a productive work environment through independent management judgment
• Serve as the subject matter authority on products, services, policies, and procedures; make binding determinations on escalated operator questions
• Drive continuous improvement in the customer experience through call-monitoring, data analysis, and independent implementation of process changes
• Resolve escalated customer complaints and make final decisions on exception handling within established authority levels
• Direct the design and implementation of all training programs and materials for the Claims team
• Develop employees’ skill sets through coaching plans, evaluations, and workshops; independently determine development paths for direct reports
• Coordinate with other customer-facing and operational functions (e.g., National Sales, Hail Operations) and make commitments on behalf of the Claims department
• Apply advanced product and procedural expertise to independently evaluate and resolve complex manager requests and customer complaints
• Support Management and Executive Teams with research projects and strategic recommendations
• Other Duties as Assigned

Requirements

• 5 years+ handling auto insurance claims and/or vehicle service contract claims; management experience is required with preference given to candidates who have supervised a first notice of loss unit
• Bachelor’s Degree required, preferably in Business
• Intermediate knowledge of Microsoft Excel and Word
• Results and people oriented with the ability to balance business considerations
• Ability to achieve and exceed goals in a fast-paced, reactionary work environment
• Detail oriented with exceptional time management skills
• Demonstrated excellence in written and verbal communication skills
• Ability to build and maintain effective relationships with all customers and employees.

Benefits

• paid time off
• medical
• dental
• vision
• 401k match (50% on the dollar up to 7% of employee contribution)