Claims Manager

About the Role: 

The Claims Manager will fully own the agency’s Claims department spanning both Personal and Commercial Lines departments including all lines of business. This individual will own all claims management/reporting processes as well as lead client relations related to all claims support. The Claims Manager will proactively educate clients on the claim reporting process, advise on timely claims management, and determine best course of action for each claim occurrence. Will hold the clients hand along the way until its settled. 

Key Responsibilities:

1. Claims Department Leadership

• Develop and implement claim department strategies that support the agency’s goals.
• Act as primary contact for the entire agency for all Claim-related inquiries.
• Build and own annual roadmap/plan across all claim functions.
• Handle escalated employee scenarios with agency leadership, when needed.
• Comply with continuing education requirements for agent licensing as well as professional designations. Stay informed regarding industry information, new product information, coverages, and technology to continuously improve knowledge and stay current.

2. Claims Management and Reporting

• Responsible for the claim reporting process by filing claims with the appropriate carrier, confirming claim set-up, documentation and follow up until claim is closed.
• Assists in the generation of claims status reports and other claim data for client meetings or team requests.
• Review and analyze claims loss and expense reserves established by the insurance carriers.
• Identify exposures to the company and report to management on pending claims and litigation that may have an adverse impact on the Agency.

3. Client Relations and Support

• Educate clients on claims processes and advise on options and implications of filing claims so the client can decide on the best course of action.
• Schedule a lead periodic or quarterly claims meetings for large clients, as needed.
• Participate in new and renewal presentations with large clients, as a part of the team/ leadership.
• Advise on options and implications of filing claims so the client can decide on the best course of action.
• Assist in providing communication to Personal Risk Managers, Personal Lines Account Manager regarding important claim developments.
• Responds to all client/team telephone calls, emails, and requests in a timely and professional manner.

4. Workflows and Procedures

• Lead relevant coordination with all agency departments for shared success, sharing key learnings from incoming claims on a quarterly basis.
• Document all client activity within agency management system per agency guidelines.
• Conduct ongoing maintenance of Claims procedures and identify opportunities for consistency, efficiency, and data accuracy.
• Prepare templates, documents, cheat sheets and letters for increased standardization across all agency claims.
• Partner with admin teams (IT, Strategy, etc.) to implement new initiatives to improve process/procedure for the Claims department.

Role Requirements: 

• Minimum 3 years’ experience in insurance claims related field. 

• Highly organized and detail oriented with excellent communication skills. 

• Effective problem analysis, judgement, decision making, and proactive planning. 

• Collaborative team player demonstrating professionalism.

• Demonstrated strong computer skills including Microsoft Office (Word, Excel, Outlook).

• Knowledge of Agency Management Systems.