CNA Financial Corporation

Workers Compensation Claims Manager, West

CNA Financial Corporation • $72K — $141K *
Brea, CA 92821In-Person
Finance & Insurance
5 - 7 years of experience
3 weeks ago
Job Overview by Ladders

Qualifications

  • Bachelor's degree or equivalent experience
  • Minimum of seven years of related work experience
  • Preferred previous management experience
  • Knowledge of insurance industry products and procedures
  • Strong analytical and claims resolution skills
  • Ability to utilize data for business improvements
  • Certification or professional designations are a plus

Responsibilities

  • Oversee and manage a team of claims professionals, setting expectations and providing direction
  • Ensure claims handling meets company protocols and customer service standards
  • Address escalated customer service issues promptly and professionally
  • Monitor team performance using data analytics to improve quality and satisfaction
  • Manage claim resolution expenses and productivity standards
  • Build relationships with internal and external partners to enhance collaboration
  • Communicate effectively with team through meetings and updates

Benefits

  • Hybrid work model offering flexibility
  • Opportunity for career development and training
  • Engagement in cross-departmental collaboration
  • Access to a variety of internal resources and support
  • Involvement in strategic project teams and initiatives
Full Job Description
Under general direction manages a team of claims professionals for a specific line of business. Responsibilities include overseeing all claim resolution activities of the team to ensure accurate and timely disposition of claims in accordance with company protocols. This position works within broad authority limits and is accountable for implementing company initiatives and driving overall team results.

JOB DESCRIPTION:

Essential Duties & Responsibilities:

Performs a combination of duties in accordance with departmental guidelines:
  • Oversees the work activities of a team of claims professionals and has full management responsibility by setting and communicating expectations, providing direction and coaching, facilitating training and development, managing employee performance, and contributing to employee engagement.
  • Contributes to the achievement of business results by ensuring that claims are effectively handled according to company protocols, quality and customer service standards are achieved, and expenses are appropriately managed.
  • Contributes to achievement of customer satisfaction targets by ensuring quality, service and cycle time standards are met or exceeded by the team and handling escalated customer service issues promptly and professionally.
  • Ensures established claim handling protocols are followed by maintaining appropriate file engagement, monitoring quality dashboards and partnering with quality assurance resources to provide meaningful technical guidance that contributes to both claim resolution strategies and employee development.
  • Recognizes trends and implements improvement opportunities by monitoring team performance, reviewing and interpreting data analytics and developing strategies to improve quality, customer satisfaction and overall claim outcomes.
  • Contributes to achievement of department budget and effectively manages expenses associated with claims resolution by ensuring appropriate usage of vendors, and holding team accountable to productivity and timely disposition standards.
  • Builds and maintains collaborative relationships with internal and external work partners by participating in round table discussions, working with claims operations and coverage resources, providing insights to underwriters, partnering with SIU and Recovery Services and interacting with external customers, brokers and vendors as appropriate.
  • Communicates and shares pertinent and timely information to employees by holding team meetings, scheduling regular 1:1 employee discussions, reinforcing leadership messages and providing shared access to company process and protocol documentation.
  • Maintains compliance with state/local regulatory requirements by following company guidelines, and staying current on commercial insurance laws, regulations or trends for line of business.
  • May participate in or lead project teams.


May perform additional duties as assigned.

Reporting Relationship

Typically Director or above

Skills, Knowledge & Abilities
  • Knowledge of the insurance industry and general knowledge of the organization's products, policies and procedures.
  • Ability to effectively identify, lead, coach, engage, develop and retain talented claim professionals.
  • Strong claims resolution skills and knowledge of insurance and claims principles, practices and procedures for area of responsibility.
  • Strong analytical and problem solving skills, with the ability to prioritize and effectively manage multiple priorities.
  • Ability to effectively collaborate with internal and external business partners.
  • Excellent communication skills and customer service experience, with developing ability to succinctly present to senior management.
  • Ability to utilize data and analytics to measure business results and drive continuous improvements.
  • Ability to manage ambiguous situations and business issues.
  • Ability to embrace change and value diverse ideas and opinions.
  • Knowledge of Microsoft Office Suite and other business-related software.
  • Ability to model CNA's leadership behaviors.


Education & Experience:
  • Bachelor's degree or equivalent experience.
  • Typically a minimum of seven years of related work experience.
  • Previous management experience is preferred
  • Applicable certifications or professional designations preferred.


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About CNA Financial Corporation

CNA Financial Corporation provides commercial property and casualty insurance products primarily in the United States. It offers professional liability coverages and risk management services to various professional firms, including architects, real estate agents, and accounting and law firms; directors and officers, employment practices, fiduciary, and fidelity coverages to small and mid-size firms, public and privately held firms, and not-for-profit organizations; and commercial property, general liability, cyber liability, umbrella, and excess liability, as well as various other property and casualty coverages for healthcare institutions, professional services firms, and other specialized industries. The company also provides warranty and service contracts for consumer goods, and extended service contracts for consumer automobiles and recreational vehicles; and accident and health, and group life insurance products. In addition, it offers management and professional liability insurance and risk management services, as well as other specialized property and casualty coverages to various healthcare organizations, including hospitals, physician groups, and nursing homes. The company markets its products through independent agents, brokers, and general underwriters to various customers, including small, medium, and large businesses; insurance companies; associations; and other industry groups. CNA Financial Corporation was founded in 1853 and is headquartered in Chicago, Illinois.
Learn more about CNA Financial Corporation
Size
5,600 employees
Market Cap
$11.2 billion
Industry
Finance & Insurance
Net Income
$690 million
Founded
1973
5 Year Trend
+4.7%
Revenue
$10.8 billion
NASDAQ
CNA
* Ladders Estimates

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