5-10 years in claims management or advocacy, preferably in property and casualty insurance.
Strong leadership skills with experience in building and leading teams across multiple regions.
Proficiency in claims management systems like Applied Epic and AMS360.
Demonstrated capability in managing high-severity claims and navigating complex carrier relationships.
Excellent communication skills for stakeholder engagement and client advocacy.
Responsibilities
Establish and lead a unified claims advocacy department across CT and NY.
Define the department's service model, staffing, and operating standards.
Set and enforce claims workflow and documentation standards within key systems.
Hire, onboard, and develop claims advocates and support staff.
Serve as the escalation point for complex claims and manage significant matters directly.
Advocate for insureds in claims discussions to ensure fair resolutions.
Build and maintain relationships with carrier claims teams for effective management.
Benefits
Opportunities for professional development and growth within the organization.
Collaborative working environment with a focus on team support.
Access to industry-leading insurance tools and resources.
Potential for flexible work arrangements or hybrid options where applicable.
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.
