Root was founded on the belief that car insurance is broken, and we set out to change it. We’re harnessing the power of technology to revolutionize this archaic, complicated industry. Using machine learning and mobile telematic platforms, we’ve built one of the most innovative insurtech companies in the world.
The Opportunity
As a Complex Manager, you’ll play a critical role in enforcing the fundamental fairness values on which our company was founded. You’ll be asked to push the boundaries of what’s required and to think critically as to what our customers want and to how that best aligns with our product. By collecting information, making recommendations for claims processes to iterate towards automation, and further develop our app features, you’ll be helping to build and enhance an entirely new insurance experience from the ground up. This role is vital to Root’s success as we continue to grow rapidly and is largely responsible for our bottom line.
Salary Range: $81,600 - $95,000
Root is a “work where it works best” company. This means we will support you working in whatever location that works best for you across the US.
How You Will Make an Impact
- Provides expertise to the team in reviewing, researching, investigating, negotiating, processing and adjusting claims
- Leads a team and provides development opportunities for direct reports
- Review CIQ and HUD alerts, track trends and give appropriate development feedback
- Identifies issues in claim handling and recommends viable solutions
- Responsible for team KPI metrics
- Provides technical claims recommendations in an effort to improve case outcomes
- Review claims on audit and coach/develop adjusters on areas of learning need
- Provides analysis and reporting to claims operations and senior leadership in an effort to improve claim outcomes
- Provides input for continuous development of claims guidelines and best practices
- Recommends potential product developments and process improvements
- Establishes the infrastructure necessary to detect, investigate and prevent violations of the company’s claim handling guidelines, both internally and externally
- Presents reporting results on trending and areas of opportunities as well as areas of excellence
- Interacts and communicates effectively with claims leadership, business partners, and teammates
- Engages in learning opportunities to build knowledge of personal lines claims, court decisions impacting the claims function, current guidelines in claims function, and policy changes and modifications
- Recruit, retain and develop a highly motivated and accountable team of experienced and developing claim liability professionals
- Always advocates for talent and builds capabilities to ensure strong leadership and technical talent bench strength
What You Will Need to Succeed
- Bachelor’s degree or equivalent experience required
- Continuous learning demonstrated by advanced certifications, industry specialization and/or claims programs
- 3+ years of successful experience resolving liability investigations, including complex investigations that involved multiple claimants, witnesses, and attorneys
- Strong technical understanding of liability and casualty principles
- Experience managing complex Personal Auto claims through closure, including claims that involved litigation and/or arbitration
- Ability to build collaborative working relationships
- Communicates and collaborates effectively in a matrixed environment
- High sense of professionalism while remaining empathetic
- Familiarity with claims best practices required
- Curious in nature
- Great attention to detail
- Self-starter and ability to work independently and effectively prioritize work
- Ability to handle ambiguity and quickly adapt when changes occur
- Strong written and oral communication skills
- Ability to approach problems with an open mind
As part of Root's interview process, we kindly ask that all candidates be on camera for virtual interviews. This helps us create a more personal and engaging experience for both you and our interviewers. Being on camera is a standard requirement for our process and part of how we assess fit and communication style, so we do require it to move forward with any applicant's candidacy. If you have any concerns, feel free to let us know once you are contacted. We’re happy to talk it through.
Please see our Privacy Notice available HERE for more information on how we process your personal data.
What We Do
At Root, we’re doing things differently. We’re reimagining the services people need so that they serve them better. And we’re doing it by using data, technology, and rapid innovation to create products and experiences that are fair, easy, personal, and affordable. We’ve partnered with Carvana in a partnership that brings an industry-leading, seamless insurance process to the online car buying experience. The launch of Carvana Insurance Built with Root delivers an elevated customer experience made possible through a deep integration that pre-fills key customer information so that a customer can skip data entry and jump directly to evaluating quotes and customizing coverage. This fully embedded product experience—from quote to payment—happens entirely within the Carvana checkout process. Teams from both Carvana and Root have worked for months to build this bold technology platform. An early iteration involved 24 screens in the customer experience flow—that experience is now just three straightforward steps.
Why Work With Us
Our success is because of the hard work, ingenuity, and exceptional performance of our team. People come to Root because they know they can make an impact in their role, the company, and the industry. We’re passionate and curious self-starters, building a top-notch customer experience. Sound like something you’d like to be a part of?
Gallery
