SummaryAre you a results-driven claims leader who excels at developing talent and delivering strong operational outcomes? We are seeking a Supervisor, Physical Damage Claims, to lead a high-performing team responsible for resolving auto claims with accuracy, efficiency, and a customer-first mindset.
In this role, you will own team performance, drive operational excellence, and develop talent while ensuring compliance with regulatory and company standards. This is an exciting opportunity to make a meaningful impact on both customer experience and team success.
Key ResponsibilitiesLead & Develop Talent- Lead, coach, and develop a high-performing team of claims professionals
- Set clear expectations, monitor performance, and drive accountability for results
- Provide real-time coaching to strengthen technical and customer handling skills
- Support employee development, engagement, and succession planning
Deliver Claims Results- Oversee the investigation, evaluation, and resolution of first- and third-party physical damage claims, including coverage and liability determinations
- Ensure timely, accurate claim handling aligned with company standards and business objectives
- Manage complex and escalated claims, providing guidance and decision support
- Monitor team performance across key metrics (inventory, cycle time, quality, service, and closures) and drive continuous improvement
Elevate Customer Experience- Own and drive customer experience outcomes, ensuring consistency, efficiency, and quality of service
- Coach team members to deliver clear, concise, and empathetic communication
- Monitor service performance and implement improvements to enhance customer and agent experience
- Resolve escalated customer and agent concerns and strengthen partnerships with internal teams and agencies
Drive Operational Excellence- Use reporting and analytics to identify trends and drive performance improvement
- Ensure compliance with company standards and regulatory requirements, including DOI and 93A/176D
- Oversee litigation strategy, exposure, and resolution
- Lead and review responses to regulatory inquiries, complaints, and 93A demands
- Identify and implement process and workflow improvements to enhance efficiency and quality
Qualifications- Bachelor's degree or advanced knowledge in a specialized field preferred; equivalent experience will be considered.
- Typically requires:
- 7-9 years of relevant experience, or
- Associate degree (or equivalent) with 9-11 years of experience
- Insurance coursework strongly preferred; Casualty and/or SIU experience a plus
- Demonstrated leadership ability with strong coaching, team development, and performance management skills
- Strong knowledge of claims handling, including coverage, liability, and regulatory requirements
- Proven ability to analyze data, identify trends, and implement process improvements in a fast-paced environment
- Strong decision-making and problem-solving skills with the ability to manage complex and escalated issues
- Excellent communication and interpersonal skills, with the ability to build relationships and influence across teams
- Ability to manage competing priorities, adapt to change, and deliver results under pressure
- Proficiency with claims systems, reporting tools, and performance metrics
Pay Philosophy: 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 $80,000 - $110,000
