Construction Defect Claims Unit Manager - Claims Adj License Required

Are you a proven leader in the world of Construction Defect claims? Do you thrive in managing complex litigation, mentoring high-performing adjusters, and driving operational excellence? If so, NARS wants to hear from you!

NARS (North American Risk Services) is a leading national Third Party Administrator in Claims Management

We’re expanding our Construction Defect department and seeking a strategic, experienced, and hands-on Unit Manager to oversee a team of seasoned claims professionals and ensure our standards for technical excellence and client satisfaction remain industry-leading.

• 100% Work-From-Home
• Comprehensive Benefits Package (Medical, Dental, Vision, 401k - starting on day 1!)

Job Description:

Senior level claims position to oversee a unit of 5-8 people and their respective caseloads. Manage your units claim metrics and ensure they are kept current. Oversee all aspects of file handling on pending claims which will include facts of loss, coverage analysis, investigation, negligence/compensability/liability determinations, damage assessment and coordination of medical care as appropriate. Approve and monitor litigation management, settlement negotiations, and appropriate use of vendor table. Establish and approve reserves as needed. Ability to attend conferences, client meetings, mentor adjusters and assist management as requested. Ensure files assigned to the unit are handled within state statutes, Client Claim Handling Guidelines and NARS Best Practices. Other miscellaneous duties as assigned, which may include travel.

Essential Duties and Responsibilities:

• Effectively supervise unit of 5-8 claims people and their respective caseloads in a proactive manner.
• Adhere to all file handling standards, NARS Best Practices, state statutes and requirements necessary to pass audits performed by regulatory agencies, carriers, and clients. Form well written emails and LLR's internally and externally.
• Demonstrate a strong commitment to the mission and values of the organization.
• Maintain strict confidentiality of client, company, and personnel information.
• Works closely with Quality Assurance to ensure company objectives are met.
• Review and respond to claim appeals and grievances, investigate, and respond to complaints.
• Adhere to the policy and procedures of NARS.
• Lead and manage by example to promote culture of service and continuous improvement.
• Provide leadership to achieve key business goals.
• Assign accountability for desired outcomes and hold adjusters to required dates.
• Communicate clearly and provide adequate direction.
• Track trends by program and unit – know the team’s claims when a client asks.
• Know the Team’s Clients and be able to confidently discuss their claims.
• Effectively manage corrective action processes in accordance with Human Resource guidelines.

Reserves:

• Responsible for overseeing adequate reserving of claims files and quality and efficient claim handling of files assigned to unit.
• Maintain appropriate diary on pending claims within the unit and ensure same for employees.

Team:

• Handle performance evaluations, attendance reporting and miscellaneous personnel issues.
• Conduct periodic one-on-one meetings to discuss goals/aspirations and SCORE, C3 diary, Skill set analysis to define strengths/ weaknesses & development needs.
• Conducting audits of adjusters, (2 files per month per adjuster).
• Routine analysis of pending and staffing for timely redistribution or requisitions, hiring, training and development.
• Create Individual Development plans and written training plans where appropriate.
• Coordinate HR functions with HR and the Department Director regarding progressive discipline.
• Conduct monthly Unit meetings to cover successes and areas of opportunity for improvement.
• Complete employee PE reviews within requested time frame with IDP and training plans included. Follow up with employee if not meeting deadline.

Litigation:

• Coordinates third party claim settlements with carriers, reinsurer, or plan administrators.
• Control and direct activities of defense counsel either directly or indirectly through staff.
• Responsible for approval of the assignment of legal defense of claims.
• Responsible for appropriate unit activities as relate to the litigation process, timely reporting of litigated files to management and round table discussions.

Customer Service/Contact:

• Responsible for client satisfaction, claim reviews and audit results for the unit.
• Handle all miscellaneous assigned duties and projects as assigned by upper management.
• Ensure program management, carriers and/or reinsurer receive appropriate claim notifications and referrals on large or potential large claims.
• Resolve customer complaints according to Best Practices, monitoring customer satisfaction in an effort to drive action plans for improvement.
• Follow up with Director on client issues and action plan for results on issues.

Review/Report:

• Conduct regular file reviews/audits for trend detection and correction of negative trends.

Qualification Requirements:

Education / Licensing:

• High School Diploma or equivalent required, 2-year degree or higher preferred.
• Must have 10 years of overall claims and litigation experience, preferably in the line of business being handled.
• Must have 5 years Claims Supervisory experience or similar/related experience in the appropriate field including restaurant/premises, product liability experience.
• Must have at least one Claims Designation - AIC, CPCU or SCLA
• Must be eligible for reserve/payment authority level of $100,000 (where client appropriate).
• Must possess or have the ability to obtain a Florida Adjuster’s license or other required jurisdictional licensing.

Technical Skills:

• Advanced level of interpersonal skills to handle sensitive and confidential situations and information.
• Requires advanced technical skills and ability to assist claims unit adjusters with litigation direction and settlement negotiations with attorneys and arbitrators on first and third- party claims.
• Advanced ability to work independently.
• Advanced level of organization and time management skills.
• Advanced level written and verbal communication skills.
• Must be able to analyze claims data and explain and appropriately respond to auditors, clients, and potential clients during in-person presentations.
• Advanced knowledge of a variety of computer software applications in word processing spreadsheets, database, and presentation software (Microsoft Office platform).

Abilities:

• Requires some travel including overnight and weekends as needed.
• Valid driver’s license.
• Willingness to work flexible hours.
• Requires some lifting of boxes (marketing materials and displays) up to approximately 20 pounds.
• Ability to persuade and influence others.
• Ability to develop and deliver presentations.
• Ability to create, compose and edit written materials.
• 24/7 accessibility required.
• Must have Sales or Marketing aptitude.
• Repeated use of keyboard, mouse, and exposure to computer screens from either a desktop or laptop computer.
• Requires long periods of sitting.

In the spirit of pay transparency we are excited to share the base salary for the position of Claims Unit Manager – Construction Defect Team is $125,000 -$140,000, exclusive of fringe benefits or potential bonuses. This position is also eligible for an annual performance raise if all guidelines are met. Your salary compensation will be determined based on factors such as geographic location, skills, education and or experience. In addition to those factors, we believe in the importance of pay equality and consider internal equality of our current team members as a final part of any offer. Please keep in mind that range mentioned above is full base salary range for the role. Hiring at maximum of the range would not be typical in order to allow future and continued salary growth. We also offer a generous compensation and benefits package.