Supervisor, Casualty Claims (Hybrid)

Summary

Are you a collaborative leader with a passion for developing high-performing teams and driving operational excellence? Join our Casualty Claims Department as a Supervisor, where you'll lead a dynamic unit responsible for the investigation, development, and resolution of casualty claims. In this role, you’ll provide hands-on technical guidance, ensure compliance with departmental standards, and champion customer service excellence. You’ll also play a key role in developing and mentoring staff, while contributing to strategic initiatives that enhance team performance and claims handling efficiency. If you're ready to make an impact and grow with a forward-thinking organization, we’d love to hear from you.

Responsibilities

• Supervise a Casualty Claims unit in the investigation, development, and settlement of 1st and 3rd Party Automobile Casualty claims and 3rd Party Homeowner liability claims.
• Review and monitor files to ensure compliance with customer service standards, policies, and procedures.
• Respond to and resolve customer service concerns from customers.
• Assure that Division of Insurance and 93A complaint letters are responded to appropriately and timely.
• Review and monitor oral and written communications including the use of voice mail to ensure communication with customers are timely, empathetic, clear and concise.
• Create an environment where teamwork is encouraged both within the unit, within Claims and the company.
• Regularly review claim volumes and guide and assist the unit to achieve productivity goals.
• Continuously monitor and observe opening and closing claims counts. Utilize claim quality and productivity reports to identify trends to evaluate performance of staff to maximize their performance.
• Assure staff levels/schedules and workloads are properly maintained and allocated to achieve maximum efficiency based upon claim complexity and adjuster capabilities.
• Perform periodic trending reviews to assure and reinforce quality expectations.
• Monitor appropriate claims on diary to assure timely, efficient, and adequate claim reserving and handling. Ensure claims in suit are appropriately managed.
• Assure that claims are proactively evaluated and negotiations begin as soon as sufficient damage information is available.
• Handle increases in unit size as needed.
• Motivate and guide staff to achieve performance expectations while maintaining morale and promoting teamwork. Regularly train and develop staff to meet goals and objectives and maximize their capabilities.

• Provide consistent objective evaluations of an individual’s performance, formally, through performance appraisals, and by utilizing data obtained through management reports including trending reviews. Achieve organizational and departmental goals through objectives developed for staff.
• Strive to enhance occupational competencies through professional development activities.

Skills/Abilities

• Superior communication skills.
• Excellent technical, analytical, and organizational skills.
• The ability to work independently and represent the department on interdepartmental committees.
• Leadership ability, excellent customer service and interpersonal skills, computer knowledge and the overall ability to use tact and discretion to achieve and exceed unit and departmental goals.
• Strong ability to make sound business decisions relative to daily workload priorities and adjustments based upon claim and staffing fluctuations, as well as decisions regarding hiring, promotion, discipline, and when necessary, termination of employees.
• Ability to identify, recommend, and implement improved methods, procedures, and workflow along with the ability to be innovative and adaptable and ensure the unit remains adaptable in a fast paced, multi-task environment.
• Maintain positive employee and customer service relations and creating an open and caring work environment conducive to getting the job done efficiently, developing the skills of adjusters and assisting in career path planning.
• Posses good math skills and be able to work in a fast-paced environment.

Qualifications

• Bachelor's Degree or professional level of knowledge in a specialized field, or equivalent related experience preferred.
• 7 - 9 years or Associate’s degree equivalent plus 9 - 11 years.
• Insurance course work strongly preferred.
• Field adjusting, claims auditing or multi-line claims handling experience including claims in litigation desired.