The Cross Family of Agencies welcomes you. We need your talent and expertise.
- Establish and lead a unified claims advocacy department serving property and casualty clients across the CT and NY region, consolidating claims support currently spread across locations into a single, consistent function.
- Define the department's service model, staffing structure, and operating standards in line with the region's department-led approach.
- Set and enforce claims workflow, documentation, and service standards within Applied Epic and AMS360.
- Hire, onboard, coach, and develop claims advocates and support staff across both states, building the department's talent and bench.
- Serve as the senior escalation point for complex, high-severity, and sensitive claims, personally managing the most significant matters.
- Advocate on behalf of insureds with carrier claims teams to drive fair, accurate, and timely resolution.
- Partner with producers and account teams to make claims advocacy a visible part of the client experience and a differentiator at renewal and in new business.
- Own the region's carrier claims relationships, including adjuster and claims-management contacts, scheduled claims reviews, and escalation channels.
- Represent Cross in carrier claims discussions, leveraging carrier-side claims expertise to strengthen outcomes for clients.
- Coordinate with Commercial Lines, Personal Lines, and Benefits leadership on cross-functional claims matters and shared accounts.
- Build and maintain claims reporting, loss analysis, and trend tracking to support account reviews, renewal strategy, and client retention.
- Deliver claims data and insight that informs producer conversations and client stewardship reports.
- Identify recurring issues and drive process improvements that reduce cycle time and improve client satisfaction.
Skills Required
- Proven experience leading or building a claims advocacy department or claims team
- Hands-on experience managing complex, high-severity, and sensitive claims
- Experience working with agency management systems Applied Epic
- Experience working with agency management systems AMS360
- Established carrier claims relationship management and escalation experience
- Experience hiring, onboarding, coaching, and developing claims staff
- Ability to build claims reporting, loss analysis, and trend tracking to inform renewals and account reviews
- Knowledge of Commercial Lines, Personal Lines, and Benefits claims coordination
What We Do
Cross Insurance is a family owned insurance agency with over 40 branches throughout the Northeast. Established at the kitchen table of Woodrow Cross in 1954, today we have become one of New England’s largest independent insurance intermediaries. In 2023 and 2024 we were named the 2nd Largest Insurance Broker in Massachusetts. Since our founding, we have successfully acquired over 150 operations, increasing our footprint on the Northeast. With over 1,100 employees and counting, our experienced team is ready to provide insurance options for you. - 27th Largest Broker of U. S. Business, Per Business Insurance report ’20 - 2nd Largest Insurance Broker in Massachusetts, per Boston Business Journal ’22, '23, and '24 - Official Insurance Broker of the New England Patriots, Gillette Stadium, the Boston Bruins, the Boston Red Sox, and New England Revolution Four generations later, Cross Insurance is still family owned and operated. Cross Insurance is headquartered in Bangor, Maine.
