Claims Manager

Job Description

SUMMARY OF JOB PURPOSE: 

Responsible for managing property field adjusters in a designated office or group of regional offices, including oversight of adjusters’ efforts on complicated and potentially high dollar claims. Ensures that activities are carried out in a competent, thorough, and compliant manner and maintains a current knowledge of relevant industry and organizational concepts, practices, and procedures. Relies on experience and judgment to plan and accomplish goals.

PRIMARY JOB RESPONSIBILITIES:

• Oversees specific regional office operations and personnel, with accountability for performance, budgets, plans, strategies for growth, goals and training and development.
• Participates in business development activities as assigned or approved; seeks out new client development opportunities and collaborates with Business Development team. Prepares and conducts client presentations and lead marketing meetings as requested or approved or participates in these activities as needed. 
• Assigns incoming losses to appropriate adjusters based on level of experience, exposure, and technical ability. Monitors all files within offices to ensure they are handled in accordance with EMA client, quality, and service standards. Mentors’ large losses files as appropriate.
• Oversees and assures quality execution of property field adjusting claim functions performed by all levels of adjusters in assigned office(s). Provides direction and oversight of production, performance, compliance, and customer service.  Serves as their technical resource, leader, and mentor to ensure development of individuals.
• Ensures adjusters are licensed in states where they handle claims as required, and monitors licensing for offices to ensure compliant with state regulations.
• Provides direct supervision, in collaboration with regional leadership, of designated team members.  This includes, but is not limited to: recruiting, onboarding, training and development, performance management, engagement, problem resolution, and recognition.
• Seeks best practices for optimal performance and service to clients, adopts strategies for employee retention and implements initiatives and plans for employee engagement, development, and advancement. Inspires others to seek best practices and excel in their designated roles.  Identifies and develops emerging talent and potential future leaders, connecting them to regional leadership and opportunities for growth.
• Participates in sensitive human resources situations in conjunction with the Human Resources team and regional leadership.
• Responsible for upholding, engaging in, and inspiring the company culture, vision, mission statement and goals.
• Maintains and promotes the company culture through action and words, ensuring a positive, safe, professional working environment for all regional direct reports through office visits (as appropriate), consistent communication and promotion of collaboration and team building. Inspires engagement in the company and buy in to the team and long-term goals of company.
• Interacts and communicates regularly with Senior Vice President and/or the Regional Vice President, keeping them apprised of individual employee and aggregate office performance and related matters and seeking supervision and guidance as needed. Identifies and communicates trends in claims handling, client expectations and feedback, best practices, and opportunities for performance improvement.
• Participates in developing and managing the office budget, including attention to optimizing revenue generation, profitability of business, and the prudent allocation of resources. 
• Establishes and maintains positive working relationships with Engle Martin team members, including but not limited those in other operations units and in Business Development, Human Resources, Finance and Accounting, and Information Technology.
• Participates in and supports the goals and delivery of Engle Martin educational opportunities to promote adjuster development.

REQUIRED EDUCATION & EXPERIENCE:

• Bachelor’s Degree preferred.
• Demonstrated ability to lead, develop and mentor a team required.
• Experience in a managerial role or leadership position preferred and may be required.
• Demonstrated business development experience building relationships at multiple levels within a client organization.
• 6+ years’ experience in in property loss adjusting; experience with catastrophe claims; wide range of experience in various classes and types of business risk, including manufacturing, retail, industrial, habitational, and hospitality. Experience with commercial loss adjusting at an independent adjusting firm preferred.
• Management experience preferred.
• Sophisticated and thorough understanding of the claims adjudication process with sound knowledge of commercial and residential construction industries and coverage.
• Knowledge of property claim law and jurisdictional issues. 
• Active license, or ability to promptly obtain such, in the assigned state(s).

Desired Knowledge, Skills & Abilities:

• Excellent leadership skills with ability to inspire individuals and teams through motivation, encouragement, mentorship, and clearly defined expectations.
• Exceptional written and verbal communication skills, and presentation skills. Ability to interact and present to Senior Leadership & clients as needed or appropriate.
• Experience in Sales, Account Management, preferably in Insurance/Claims related role (Independent Adjusting Services and TPA Services)
• Ability to influence decisions makers, manage up and down, and work laterally as collaborator. 
• Highly organized, detail orientated, efficient, responsible, and accountable for large and small tasks.
• Ability to manage multiple priorities, prioritize time sensitive tasks, handle sensitive information, work within tight time constraints, delegate tasks and meet deadlines.
• Passionate about providing exceptional customer service.
• Ability to develop goals that align with actionable plans for growth and have meaningful business impact.
• Skilled in analyzing and interpreting data and information, distilling pertinent information (discerning the essential from the non-essential) and translate effectively for buy in and actionable solutions or goals.
• Excellent at conflict resolution, negotiation, and persuasion. Ability to read situations and utilize critical thinking and emotional intelligence to navigate sensitive conversations.
• Excellent problem solving and critical thinking skills. Ability to make decisions individually or as a team.
• Disciplined and motivated to excel at work and inspire excellence in others.
• Skilled at Microsoft suite of products including Word, Excel, Teams, PowerPoint and Xactimate and ability to learn and adapt to new technology.