Claim Supervisor/Senior Claim Supervisor

Job Description

Job Description

We are looking to fill this position as either a Claim Supervisor or Senior Claim Supervisor depending upon experience and skillset of the candidate. Preference will be given to candidates who can fulfill a hybrid work schedule from our Montpelier, Vermont office but consideration will be given to candidates who reside within New England and New York.

Responsible for the direct supervision of a dedicated auto claim adjusting unit. The nature of the work supervised may include complex and sophisticated matters requiring superior technical skills and strategies. Direct and monitor the assigned claim adjusting and support personnel to ensure the timely, accurate and fair investigation, evaluation and disposition of all claims assigned to the unit. Claim outcomes must be consistent with policy terms and conditions, damages and legal requirements. Directly manage and oversee the assigned adjusting and support personnel and assure that they adhere to and comply with all Claim File Handling Guidelines and all other job expectations, regulations and requirements.

DUTIES & RESPONSIBILITIES

• Direct and monitor areas of accountability to produce results which are consistent with policy language, damages and legal requirements.
• Select, develop, motivate, train and retain a competent staff.
• Monitor and review the claim workload and a cross-section of claim files to ensure that productivity levels are met, and that desired quality expectations and standards are achieved.
• Assign new losses and review files on diary to ensure reserve adequacy, while providing appropriate file direction to the adjusting staff.
• Monitor loss adjustment expense and take steps to mitigate expenses wherever reasonably feasible.
• Review requests from staff to use vendors and advise or authorize.
• Review coverage questions and provide direction, interpretation and approval.
• Refer appropriate coverage matters to Claim Manager.
• Ensure appropriate file handling, documentation, indemnity and expense control for all files within the unit supervised.
• Provide accurate, courteous and timely information to all external and internal customers concerning claim status and other inquiries.
• Coordinate reporting to reinsurers, E&O carrier, accounting and brokers per protocols.
• Provide service calls to policyholders and agencies as needed.
• Serve as a technical resource within the Department through mentoring and knowledge sharing.
• Draft coverage correspondence, including reservation of rights and coverage disclaimer letters along with composing detailed correspondence to insureds, claimants, attorneys, etc.
• Attend trials, depositions, EUO’s, appraisals, arbitrations and mediations where strategically advantageous or required by jurisdiction.
• Write and administer timely, comprehensive performance appraisals of assigned staff.
• Recommend appropriate salary adjustments based upon actual job performance.
• Suggest improvements to processes within the department, or serve on committees, to increase the level and quality of service provided to internal and external customers, i.e. workflow changes, systems upgrades, etc.
• Participate in setting file direction on complicated or high-exposure matters and recommend appropriate reserves on claim files within specific authority and on files requiring reporting to senior management or reinsurers.
• Confer with claim management, claim representatives, and other company personnel to plan, evaluate goals / objectives, resolve problems, and exchange information.
• Regulate caseloads; produce reports analyzing staffing levels and unit performance.
• Monitor and maintain diaries and task-counts.
• Assume primary or secondary responsibility for strategic functions and projects such as CAT planning / teams, workflow design or systems modifications.
• Evaluate, procure, coordinate and deliver technical training to agents, adjusters and clerical personnel.
• Respond to customer, agency and Insurance Department correspondence.
• This position is expected to directly handle claims, as needed.
• Performs other duties or special projects as required or as assigned.

SUPERVISION RECEIVED

The Claim Manager provides direct general supervision.

SUPERVISION EXERCISED

The Sr. Claim Supervisor may have direct responsibility for a unit potentially comprised of all levels of claim Examiners, Representatives and Support staff.

QUALIFICATIONS

PHYSICAL DEMANDS / WORKING CONDITIONS