Claims Manager

Position Summary:

Responsible for the direct supervision and accountability of the internal and external staff responsible for the investigation, adjustment and settlement of property claims.  Provides daily oversight of claims process and ensures the proper processing of claims.   Responsible for the staffing, training and development and supervising and/or management of assigned teams.  

Responsibilities:

• Supervises property adjusters to ensure proper claim handling and compliance with procedures.
• Conducts initial review of property claims and make assignments to staff.
• Evaluate property claims and provide guidance and settlement authority to property claims adjusters.
• Conducts Open and Closed File Reviews to evaluate and document overall operational value.
• Conducts case reviews and prepare settlement evaluations.
• Effectively manages loss, loss adjustment expense and loss reserves for property claims.
• Analyzes reports to identify trends and reports to management as necessary.
• Coordinates with insured, adjusting companies, attorneys and claimants regarding claims handling as necessary.
• Recognizes complex claims and develop appropriate claims strategy and settlement solutions.
• Researches, reviews and interprets policy language and state laws as necessary.
• Directly handles large and/or complex claims.
• Negotiates settlements with policy holders and their representatives as necessary.
• Attends mediations and settlement conferences and legal proceedings, as required.
• Participates in system testing.
• Participates in Catastrophe Response Planning and CAT Response.
• Manages and resolves special cases/problem claims. Evaluates claims and addresses policy coverage issues in excess of staff authority.
• Assists in establishing policy and procedure for the department, developing strategic goals and objectives, and providing direction, support and leadership.
• Communicates effectively with agents, policyholders, Claims Unit personnel, Underwriting, Human Resources, Finance/Accounting, and Claims VP.  Effectively interact with external business partners and exercise independent judgment.
• Communicates with co-workers, management, clients, and others in a courteous and professional manner.
• Builds effective and efficient teams that delivers quality customer service on a consistent basis
• Provides leadership and growth goals for team members as well as working with teams to achieve company goals
• Assists in recruiting, interviewing, hiring and training new underwriting and customer service staff members; conducts timely performance reviews and feedback sessions.
• Supports workload surges and/or Catastrophe operations as needed to include working significant overtime during designated CATs.
• Some travel, including overnight, may be required.
• Maintains the integrity of the company and products offered by complying with federal and state regulations as well as company policies and procedures.

Qualifications:

• Associate’s Degree required; Bachelor’s Degree preferred.  A combination of education and significant directly related experience may be considered in lieu of degree.
• 6-20 Licensure required.
• 4 years’ supervisory experience leading a team of personal/commercial property claims examiners.
• Comprehensive knowledge of property claims practices and legal terminology.
• Specific knowledge of Claims procedures; experience in demonstrating and training staff at all levels on process and procedures.
• Overall knowledge of an insurance organization and its specific departments and how they work together.
• Experience with Xactimate/XactAnalysis/XactNet.
• Proficiency with Microsoft Office products required; internet research tools preferred.
• Demonstrated customer service focus / superior customer service skills.
• Excellent communication skills and ability to interact on a professional level with internal and external personnel
• Results driven with strong problem solving and analytical skills.
• Ability to work independently in a fast paced environment; meets deadlines, and manages changing priorities effectively.
• Detail-oriented and exceptionally organized
• Collaborative partner; ability to contribute to a positive work environment.

General Information:

All employees must pass a pre-employment background check. Other checks may be needed based on position: driving history, credit report, etc.

The preceding job description has been designed to indicate the general nature of work performed; the level of knowledge and skills typically required; and usual working conditions of this position. It is not designed to contain, or be interpreted as, a comprehensive listing of all requirements or responsibilities that may be required by employees in this job. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Heritage Insurance Holdings, Inc. is an Equal Opportunity Employer. We will not discriminate unlawfully against qualified applicants or employees with respect to any term or condition of employment based on race, color, national origin, ancestry, sex, sexual orientation, age, religion, physical or mental disability, marital status, place of birth, military service status, or other basis protected by law.