5-7 years of experience in claims management, particularly in property and casualty insurance.
Strong leadership capabilities with a focus on team development and onboarding.
Proficiency in industry-standard systems such as Applied Epic and AMS360.
Excellent communication skills for effective client and stakeholder interactions.
Proven track record in managing complex claims cases and advocacy.
Responsibilities
Establish a unified claims advocacy department across CT and NY for streamlined service delivery.
Define and implement departmental strategies, staffing, and operational standards.
Set and enforce quality standards in documentation and claims workflows.
Recruit, onboard, and mentor claims advocacy staff to cultivate talent.
Act as the senior escalation point for high-severity claims, personally managing key cases.
Advocate for fair claim resolutions alongside carrier teams to ensure timely service.
Manage carrier relationships and represent the company in claims discussions.
Benefits
Opportunities for professional development and leadership training.
Collaborative work environment with cross-functional teams.
Engagement in strategic client advocacy to enhance client experience and satisfaction.
Chance to make a significant impact in shaping the department's direction and standards.
Full Job Description
Key Responsibilities Department Leadership and Strategy
Establish and lead a unified claims advocacy department serving property and casualty clients across the CT and NY region, consolidating claims support currently spread across locations into a single, consistent function.
Define the department's service model, staffing structure, and operating standards in line with the region's department-led approach.
Set and enforce claims workflow, documentation, and service standards within Applied Epic and AMS360.
Hire, onboard, coach, and develop claims advocates and support staff across both states, building the department's talent and bench.
Client Claims Advocacy
Serve as the senior escalation point for complex, high-severity, and sensitive claims, personally managing the most significant matters.
Advocate on behalf of insureds with carrier claims teams to drive fair, accurate, and timely resolution.
Partner with producers and account teams to make claims advocacy a visible part of the client experience and a differentiator at renewal and in new business.
Carrier and Stakeholder Management
Own the region's carrier claims relationships, including adjuster and claims-management contacts, scheduled claims reviews, and escalation channels.
Represent Cross in carrier claims discussions, leveraging carrier-side claims expertise to strengthen outcomes for clients.
Coordinate with Commercial Lines, Personal Lines, and Benefits leadership on cross-functional claims matters and shared accounts.
Reporting and Continuous Improvement
Build and maintain claims reporting, loss analysis, and trend tracking to support account reviews, renewal strategy, and client retention.
Deliver claims data and insight that informs producer conversations and client stewardship reports.
Identify recurring issues and drive process improvements that reduce cycle time and improve client satisfaction.
