Job DescriptionThe
Commercial Claims Manager is responsible for leading, overseeing, and advocating for commercial clients throughout the insurance claims process. This role serves as the primary escalation point for complex or high-exposure claims, partners closely with producers and client service teams, and ensures consistent, proactive claims support aligned with client expectations and carrier best practices.
The
Commercial Claims Manager plays a critical role in strengthening client relationships, improving claim outcomes, and positioning the brokerage as a trusted advisor.
Duties and Responsibilities:Claims Leadership & Oversight- Manage the full lifecycle of commercial insurance claims, including property, liability, workers' compensation, auto, umbrella, and specialty lines
- Serve as the primary point of contact for complex, high-severity, or escalated claims
- Review and analyze claim trends and loss data to identify exposure and risk mitigation opportunities
- Develop and maintain claims best practices, workflows, and documentation standards
Client Advocacy & Service- Act as a strategic advocate for clients, liaising with carriers, adjusters, legal counsel, and third-party vendors
- Provide clear, timely communication to clients regarding claim status, coverage issues, and next steps
- Partner with producers and account managers to support client retention and growth efforts
- Participate in client meetings, stewardship reviews, and renewal discussions as a claims subject matter expert
Team Collaboration & Development- Provide guidance, training, and mentorship to claims specialists or client service teams, as applicable
- Support internal education on claims processes, coverage interpretation, and carrier requirements
- Collaborate closely with producers, account managers, and risk management teams to ensure a seamless client experience
Carrier & Vendor Management- Build and maintain strong relationships with insurance carriers, adjusters, and claims service partners
- Monitor carrier performance, responsiveness, and claim handling quality
- Assist in resolving coverage disputes, delays, or service issues
Reporting & Continuous Improvement- Prepare internal and client-facing claims reports, summaries, and loss analyses
- Track key performance metrics such as claim duration, resolution outcomes, and service levels
- Recommend process improvements and tools to enhance efficiency and claim outcomes
QualificationsRequired- 5+ years of commercial insurance claims experience (brokerage or carrier experience preferred)
- Strong knowledge of commercial lines coverage and claims management
- Experience handling or overseeing complex and high-severity claims
- Excellent communication, negotiation, and problem-solving skills
- Ability to manage multiple priorities in a fast-paced environment
- Strong client-facing skills with a consultative approach
Preferred- Prior experience in a brokerage or agency environment
- Professional designations such as AIC, CPCU, ARM, or SCLA
Additional InformationPlease see our company Benefits:- Medical, Dental, Vision
- Life Insurance and AD&D
- FSA / HSA
- Accident
- Critical Illness
- Hospital Indemnity
- Supplemental Health Insurance
- EAP
- Pet Insurance
- 11 Paid Holidays
- Flexible PTO
- 401K
