Description

The Director of Claims is responsible for providing claim advocate client services independently or in combination with others on the claims team to ensure the highest return on clients’ insurance investment, while minimizing the impact of adverse claim events on their business. This position also oversees a team of claims staff, handling day-to-day supervision of the team and promoting their ongoing development while ensuring consistently high customer service goals are achieved. This position will frequently be involved in more complex client engagements, as well as claim issues. The Director of Claims must perform to the ethical standards required by the Colorado Department of Insurance and Moody Insurance Agency, Inc.

Following is a brief outline of essential tasks for the Director of Claims position, but other responsibilities and duties may be assigned:

• Establish and maintain client relationships with executive contacts authorized to make insurance decisions and provide exceptional customer service. Serve as liaison, resource, and advocate for clients during the claims process. Respond to requests from internal and external customers (i.e. insured clients, carriers, claimants, medical providers, account managers, consultants) in a timely manner. 
• Facilitates the establishment of client’s loss handling instructions, including counsel negotiation.
• Oversight of claims processes to ensure appropriate and timely processing of payments by the carrier.
• Assists client with claim preparation, presentation, management, and settlement strategies including litigation management issues that impact claim settlements. 
• Facilitate claim reviews and contribute with in-depth claim knowledge to help expedite resolution of claims.
• Seeks growth opportunities for Moody Insurance Agency through participation in written responses to RFP’s and oral presentation of claim services to prospective and current clients. 
• Manages and participates in catastrophic claim responses.
• Keeps Account Management Team and Management apprised of status of any current claims or client issues as identified by self or team. 
• Provides coaching, mentoring, and sharing of knowledge with other colleagues.
• Understands insurance program structures as they relate to the claim process and assist Account Management Team in renewal and LOC management.
• Provides insight to clients in TPA hiring process.
• Responsible for effective selection, training, and oversight of Claims staff. Responsible for day-to-day supervision of direct reports.
• Complete performance evaluations for direct reports on time and in accordance with company guidelines. Mentor and manage development of direct reports towards company, department and individual objectives and service requirements (i.e. renewal retention, Policy Log standards and new business production). 
• Oversee Performance Management process for Claims Department staff. Ensure consistency and effectiveness of performance evaluations completed by Team Leads. Approve and/or assign performance goals to meet performance and education objectives. Handle escalated performance issues (beyond Verbal Counselling) with assistance from Team Leads as appropriate. 
• Lead departmental and individual team meetings as needed to increase communication and be familiar with issues as they arise.
• Develop and enforce standards, procedures, and guidelines necessary for effective servicing of all lines of business, and to reduce errors & omissions exposures. 
• Establish, implement, and manage workflow and procedures within the department. Develop long- and short-term plans for the department regarding budgets and ratio goals, staffing, increases and incentives, book of business adjustments, education, mentoring and overall employee development.
• Establish and implement appropriate quality control measures (i.e. audits, spot-checks, etc.) to ensure ongoing compliance and efficiency.
• Aid Chief Sales Officer in managing agency contingencies as respects agency loss ratio.
• Maintains current, active license always. Complete Continuing Education classes as required to maintain licenses, or as requested by Management. Should hold or be working toward at least one of the following designations: AIC, CPCU or ARM
• Other duties as assigned 

Requirements

• Able to read and write in English.
• Bachelor’s degree or equivalent job experience 
• Must currently possess (or be able to obtain within 90 days of hire) a valid Colorado Property & Casualty License
• Insurance Designations such as AIC, CPCU or ARM strongly desired
• Minimum 15 years of relevant technical experience including extensive working knowledge of commercial property/casualty coverages and claims – Workers Compensation and litigated claims experience strongly preferred.
• Must possess strong mentoring and team skills. Previous experience in a leadership or supervisory role desired. 
• Proficient computer skills including working knowledge of Microsoft Office products and Agency Management System software (AMS360 or similar) 
• Able to work independently with minimal supervision.
• Excellent written and verbal communication skills; including strong presentation skills.
• Strong professional and tactful negotiation skills 
• Demonstrated interpersonal communication skills and ability to interact with clients and co-workers of all levels.
• High analytical and problem-solving skills, including research and investigation. 
• Solid organizational skills and ability to work efficiently under strict time constraints

Disclaimer

The information provided above is intended as general overview of the nature of the work, requirements, and necessary qualifications associated with this position. This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the job. 

This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the job. Moody Insurance Agency provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.