Homeowners Claim Manager II

Job Type:

Job Description:

Location Details:

Hybrid - Tampa, Florida

Preferred applicants should reside within a fifty-mile radius of Tampa, Florida.

Position Schedule / Shift:

Monday – Friday: 9:00 AM EST – 6:00 PM EST

Position Summary:
The Homeowners Claim Manager II leads the handling of complex, high-value, and large-loss homeowners claims, ensuring fair, timely, and accurate claim resolutions while delivering an exceptional customer experience. This role provides strategic oversight of claim operations, guides and develops a team of claims professionals, and serves as a key liaison among policyholders, adjusters, legal counsel, experts, and business partners. Through strong technical expertise, operational leadership, and a commitment to service excellence, the Homeowners Claim Manager II drives quality outcomes, regulatory compliance, and effective risk management while protecting the interests of both the insured and the organization.

Key Responsibilities:

• Oversee the processing of large loss, highly complex or technical insurance claims to ensure efficient and accurate handling
• Safeguard the interests of the insured delivering exemplary customer service
• Serve as a liaison between members, claim representatives, experts, legal teams, and other involved parties
• Performs specialized claims functions within assigned region, including organizing and managing claim investigation programs to identify fraudulent claims, handling catastrophic losses, casualty claims, leading subrogation recovery activities, automotive technical repair, or managing litigated cases
• Manages the investigation, evaluation and settlement of complex, technical or high dollar value claims
• Supervises personnel within assigned area
• Develops and implements long and short-term goals and objectives for specific responsibilities
• Audits claim files for compliance to internal guidelines, standards and procedures
• Monitors legal, investigative or technical activities of vendors and others who support claim operations
• Participates in budget development and ensure adherence to the final budget
• Enforces policies and procedures to ensure compliance with applicable state laws, company policies, and line of business procedures
• Monitors and manage technical and complex adjuster workloads, productivity and accuracy
• Completes quality reviews of work products as assigned
• Oversees and manages claim handling activities for complex, high-value, or technical claims within the operation
• Conducts detailed claim file analysis, investigation, reserving, reporting and deposition of claims, including payment or denial.
• Provides accurate data for operational reporting
• Responds effectively internal and external customer inquiries
• Monitors and ensures high-quality service levels at each interaction
• Monitors and reports team and individual performance against customer service goals set by the department
• Provides technical research guidance and develops methods to reduce or contain costs related to operating expenses and paid claims
• Leads and develops a team of professional and technical claim handlers
• Evaluates performance and identifies training needs
• Coaches and counsel leaders, managers and supervisors to enhance claim service delivery

Qualifications:

Required

Education :

• College level coursework in related field or equivalent work experience
• A valid driver's license is required if the primary responsibilities of the role involve conducting in-person inspections or frequent in-person meetings with members.
• Must attain all required State Adjuster licenses for applicable states within 60 days after completing licensing coursework

Experience In:

• Claim handling across one or more lines of business
• Expertise in investigating and negotiating high dollar, large loss, or complex claims
• Planning, managing and monitoring the work of teams or groups
• Analyzing and problem-solving technical solutions on complex matters
• Coaching and developing others
• Effective communication with staff and peers, presenting results and sharing ideas in a work environment
• Coordination of activities involving multiple stakeholders
• Trend analysis and impact assessment

Knowledge of:

• Fraud potential identification
• Proficiency in managing customer experiences and resolving customer service delivery issues
• Employee performance documentation and evaluation

Skills and Ability to:

• Strong analytical and problem-solving technical solutions for complex matters
• Evaluate data to identify potential problems, causes, and missing information
• Apply and provide input on reserve management techniques
• Communicate effectively, both verbally and in writing, to large groups, Sr leaders or in public settings
• Present ideas clearly to large audiences
• Coordinate and control projects
• Oversee complex claim handling activities
• Research company procedures, guidelines, industry best practices, litigation or investigative techniques
• Lead, motivate, coach and mentor others
• Manage conflict and change efficiently

Preferred

Education:

• Bachelor’s degree in a business, technology, or an insurance related field
• Completion of insurance-related coursework

Experience In:

• Supervisory or management experience
• Complex claim settlement procedures
• Homeowners/property full cycle claims handling

Knowledge of:

• Claim quality service standards

Skills and Ability to:

• Professional auditing practices

Work Environment:

This position is currently able to work remotely from a home office location for day-to-day operations unless occasional travel for meetings, collaborative activities, or team building activities is specified by leadership. This is subject to change based on amendments and/or modifications to the ACG Flex Work policy.

Compensation & Benefits Overview:

ACG complies with all applicable state and local laws regarding required benefits (including PTO, paid sick leave, etc.).

Compensation

A Homeowners Claim Manager II earns a competitive annual salary of $96,000.00 - $115,000.000 along with the opportunity for an annual company bonus incentive.

Benefits

At ACG, we offer a comprehensive and flexible benefits package designed to support your health, financial well-being, and professional growth.

Health & Wellness

• Medical plans with multiple coverage options, including HSA eligibility.
• Prescription drug coverage.
• Dental and vision benefits.
• Employee Assistance Program (confidential support services).

Financial Protection & Insurance

• Company-paid basic life insurance.
• Optional supplemental life insurance and dependent coverage.
• Short-term and long-term disability coverage.
• Critical illness, accident, and pet insurance options.

Retirement & Savings

• 401(k) plan to support long-term financial goals. 3% automatic deferral upon eligibility; may contribute 1% to 50% of eligible earnings, either pre or post tax. Company match of 50% paid on employee contributions up to 6% of pay, payable to employees following the end of the year; immediate vesting. Additional company contribution of 4% of pay each pay day into your account; 100% vested after three (3) years of service.

• Health Savings Account (HSA) and Flexible Spending Accounts (FSA) options.

Time Off & Leave

• Paid Time Off (PTO): Accrual-based, increases with tenure, eligible at 90 days of employment. Full-time new employees will receive up to 12 PTO days annually; accrual based on start date and may include additional PTO based on role and/or state & local requirements. Part-time employee PTO hours are calculated based upon the standard weekly hours the employee is scheduled to work and will accrue at a minimum of 3 hours per month.

• Paid Holidays: Full-time employees are eligible for 10 company-paid holidays annually, in addition to 1 mental health day, 2 floating holidays and 1 volunteer day. Holidays vary by business unit schedules. Part-time employees are eligible for 8 company-paid holidays annually, in addition to 1 mental health day and 2 floating holidays. Holidays vary by business unit schedules.

• Paid leave programs, including parental, bereavement, jury duty, and military leave.

Career Growth & Education

• Tuition assistance (up to $5,250 annually; 80% covered by ACG).
• Professional certification support with 100% reimbursement for eligible programs.
• Opportunities for career development and advancement.

Additional Perks

• Complimentary AAA membership with roadside assistance and travel discounts.
• Adoption assistance program.

Job Posting Period:

This position is expected to remain posted through October 12, 2026; however, it may close at any time once a qualified candidate pool is identified.

Who We Are

Become a part of something bigger.

The Auto Club Group (ACG) provides membership, travel, insurance, and financial service offerings to approximately 14+ million members and customers across 14 states and 2 U.S. territories through AAA, Meemic, and Fremont brands. ACG belongs to the national AAA federation and is the second largest AAA club in North America.

By continuing to invest in more advanced technology, pursuing innovative products, and hiring a highly skilled workforce, AAA continues to build upon its heritage of providing quality service and helping our members enjoy life’s journey through insurance, travel, financial services, and roadside assistance.

And when you join our team, one of the first things you’ll notice is that same, whole-hearted, enthusiastic advocacy for each other.

We have positions available for every walk of life! AAA prides itself on creating an inclusive and welcoming environment of diverse backgrounds, experiences, and viewpoints, realizing our differences make us stronger.

To learn more about AAA The Auto Club Group visit www.aaa.com

Important Note:

ACG’s Compensation philosophy is to provide a market-competitive structure of fair, equitable and performance-based pay to attract and retain excellent talent that will enable ACG to meet its short and long-term goals. ACG utilizes a geographic pay differential as part of the base salary compensation program. Pay ranges outlined in this posting are based on the various ranges within the geographic areas which ACG operates. Salary at time of offer is determined based on these and other factors as associated with the job and job level.  

The above statements describe the principal and essential functions, but not all functions that may be inherent in the job.  This job requires the ability to perform duties contained in the job description for this position, including, but not limited to, the above requirements.  Reasonable accommodations will be made for otherwise qualified applicants, as needed, to enable them to fulfill these requirements.

The Auto Club Group, and all its affiliated companies, is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability or protected veteran status.

Regular and reliable attendance is essential for the function of this job.

AAA The Auto Club Group is committed to providing a safe workplace. Every applicant offered employment within The Auto Club Group will be required to consent to a background and drug screen based on the requirements of the position.