Job Summary:

The Catastrophe Claims Service Leader is responsible for serving as an integral member of the Claims Service Area (CSA) staff to assist in operations and coordination of CSA level oversight and activities including customer satisfaction, loss management and expense management objectives. Acts as CSA liaison with Home Office, CSA leaders and field employees. The individual delivers compassionate service that is fast, fair, and easy, to ensure customer retention. The individual provides mentoring and coaching to the team.

This position is not available for those who currently reside in California, Alaska, Hawaii, Washington or Puerto Rico. 

Key Responsibilities:

• Consistently meets band level behaviors, production, quality and/or customer service goals

• Ensures and enables staff to maintain a connection with the customer by understanding and meeting their needs

• Manages and resolves escalated customer communications, concerns, conflicts or issues

• Eliminates barriers to achieving business results

• Develops, maintains and analyzes operational and statistical data used by market claim office (MCO) and CSA staff

• Develops and maintains an environment of ethics and integrity that embraces all attributes of our shared vision

• Proactively identifies and manages risk while eliminating barriers to help achieve business results

• Manages processes to ensure delivery of compassionate service that is fast, fair and easy

• Ensures adherence to empathetic and responsive customer service in all transactions

• Effectively coaches and provides development/career guidance for direct reports

When will I work?

• Tuesday-Saturday 7:00am-7:00pm

Supervisory Responsibilities:

Preferred Qualifications

• Have 2 years prior experience working in or leading a group of staff in property claims 
• Have 3 years prior experience using Xactimate estimating software
• Can work on complex assignments and apply analytical problem solving methods
• Are skilled in negotiations and/or arbitrations and can teach others
• Work in continuously improving processes and procedures and encourage the same with your staff
• Value providing an effortless customer service experience
• Are organized and able to multi-task in a fast-paced environment
• Are known for being organized and accountable
• Are known for clear and professional communication – both written and verbal
• Have a bachelor’s degree and/or prior leadership experience (preferred) 
• Being bilingual and/or having prior military experience is a plus

Functional Skills:

• Ability to interact effectively with internal or external customers and act with empathy

• Applies general knowledge of insurance policy, coverage, and regulation

• Applies general knowledge of claim processes, policies, procedures, and claim systems

• Applies general industry knowledge to discipline practices

• Applies general knowledge of analytical procedures

• Applies general knowledge of standardized problem solving and preparation of basic reports for analysis

• Applies general ability to leverage learned technical skills in support of team objectives

Notice of Licensing Requirement:

• As a condition of employment, your office/area may require you to obtain an adjuster and/or an appraiser license which includes passing an additional background check with the Department of Labor. If applicable, you will be required to secure license(s) within 60 days of hire.
• If required, the Hiring Manager will work with you along with the Centralized Licensing team to ensure that you are properly licensed. 

Notes:

The preceding description is not designed to be a complete list of all duties and responsibilities. May be required to perform other related duties as assigned. Regular, predictable attendance is an essential function of this job.