Supervisor, Casualty Claims (Hybrid, Webster)What You'll Do- Supervise a Casualty Claims unit handling:
- First- and Third-Party Automobile Casualty Claims
- Third-Party Homeowners Liability Claims
- Monitor claim investigations, development, evaluation, reserving, negotiation, and settlement activities to ensure quality, efficiency, and compliance with company policies and procedures.
- Review claim files and performance metrics to ensure adherence to customer service standards, departmental guidelines, and regulatory requirements.
- Respond to and resolve escalated customer service concerns with professionalism and empathy.
- Ensure Division of Insurance and Chapter 93A complaint letters are handled appropriately and responded to within required timeframes.
- Review oral and written communications, including voicemail interactions, to ensure customer communications are timely, clear, concise, empathetic, and professional.
- Foster a positive, collaborative culture that promotes teamwork across the unit, Claims Department, and organization.
- Monitor claim volume, productivity, and quality metrics, providing guidance and support to help the team achieve performance goals.
- Analyze productivity and claim quality reports to identify trends, evaluate performance, and maximize staff effectiveness.
- Manage staffing levels, schedules, workloads, and claim assignments to optimize efficiency based on claim complexity and adjuster capabilities.
- Conduct periodic trend and quality reviews to reinforce best practices and claims handling expectations.
- Monitor claims activity to ensure timely and appropriate reserving, investigation, resolution, and litigation management.
- Ensure claims in litigation are proactively managed and appropriately handled.
- Drive timely claim evaluations and negotiations once sufficient information is available.
- Support department needs by managing increases in unit size and changing business demands.
- Motivate, coach, and develop staff to achieve performance expectations while maintaining engagement, morale, and teamwork.
- Provide ongoing training, mentoring, and professional development opportunities to enhance employee capabilities and career growth.
- Conduct objective performance evaluations, both formally and informally, using management reports, trend analysis, and quality review data.
- Establish and manage performance objectives that align individual and departmental goals.
- Participate in professional development activities to strengthen leadership and technical competencies.
- Identify, recommend, and implement process improvements that enhance workflow, efficiency, and overall claims operations.
What You'll Bring- Superior verbal and written communication skills.
- Excellent technical claims knowledge, analytical thinking, and organizational abilities.
- Strong leadership, coaching, and employee development skills.
- Exceptional customer service and interpersonal relationship-building skills.
- Ability to work independently and represent the department on interdepartmental committees and initiatives.
- Sound business judgment with the ability to prioritize workloads and make effective decisions regarding:
- Claims handling
- Staffing and scheduling
- Hiring and promotion
- Performance management
- Employee discipline and, when necessary, termination
- Ability to identify opportunities for improvement and implement innovative solutions that enhance processes and workflow.
- Adaptability and effectiveness in a fast-paced, high-volume, multi-tasking environment.
- Strong computer proficiency and ability to leverage data and reporting tools to drive performance.
- Commitment to creating a positive, supportive, and inclusive work environment focused on employee engagement, development, and career growth.
- Strong mathematical aptitude and attention to detail.
Qualifications- Bachelor's Degree in Business, Insurance, or a related field preferred; equivalent combination of education and experience will be considered.
- 7-9 years of relevant claims experience, or an Associate's Degree (or equivalent) plus 9-11 years of relevant claims experience.
- Insurance coursework, professional designations, or industry certifications strongly preferred.
- Experience in field adjusting, claims auditing, casualty claims handling, or multi-line claims handling preferred.
- Experience handling litigated claims and complex casualty exposures highly desirable.
- Previous leadership, supervisory, mentoring, or team lead experience preferred.
Pay Transparency: The typical starting salary range for this role is determined by several factors including skills, experience, education, certifications, and location. Some roles at Mapfre are eligible for commission and/or bonus earnings, in addition to salary, calculated based upon factors set forth in the compensation plan for the role.
Salary Range: $77,700 - $111,900
Benefit Highlights:
At Mapfre, we invest in our employees' well-being by offering a comprehensive benefits package, including:
- Paid Time Off (PTO): A flexible PTO program that combines vacation, personal, volunteer and sick time into one convenient bank of paid time off.
- 401(k) & Profit Sharing: Eligible employees may participate in Mapfre's 401(k) plan that includes company matching contributions up to certain amounts under the terms of the plan.
- Medical, Dental and Vision Coverage: Choice of comprehensive medical, dental and vision insurance coverage under group plans offered by the company.
- Other Benefits Include: STD, LTD, Life Insurance, FSA, HSA and various wellness programs
Benefits provided are subject to the terms and conditions of the applicable benefit plan or policy. The Company reserves the right to alter, amend, or terminate benefits in its sole discretion. To learn more about our benefit offerings please visit: https://mapfre.gobenefits.net/
