Job Title: Branch Property Claim Manager
Job ID: 07809
Division: Personal Lines
Work Location(s): Minnesota-Eden Prairie
Full/Part Time: Full-Time
Position Objective
The Branch Property Claim Manager is responsible for the execution of strategic direction for claims and providing leadership direction to achieve efficient claim handling for moderately to highly complex property claims. Acts as front line liaison with sales management and independent sales agents. Facilitates continuous development of people, processes and culture to ensure customer service industry leadership. Establishes and fosters positive relationships with sales force to provide seamless claim service.
Primary Accountabilities
- Communication and Coaching (25%)
- Promotes training that supports the claim division focus of customer service, teaming and agency relationship building.
- Mentors and coaches managers to provide the leadership that supports the claim division focus and philosophies.
- Represents the company in local industry organizations and community activities. Provides leadership and encourages participation of personnel in the activities of such organizations. Regularly attends agency functions, promotes cooperation, and builds rapport to create effective working relationships.
- Communicates to branch employees information regarding regional and corporate actions, strategic direction, policies and goals in a positive manner.
- Technical Expertise & Compliance (15%)
- Understands and keeps current with the changing internal and external insurance environment including changes in statutes, regulators, case law, technology, customer demands, and competitive forces in the insurance market. Reviews open and closed files for the purpose of maintaining a high level of customer service, claim handling and quality business practices.
- Attends and participates in pretrial conferences, alternate dispute resolutions, small claims, conciliation court and other official proceedings as necessary. Participates in Branch and Regional Claim Committees. Responds to inquiries and handles complaints from individuals or their representatives, insurance departments, Consumer Affairs, and other agencies. Participates in meetings, company committees, and performs special projects as assigned.
- Displays a thorough understanding of policy language and contract format. Directs the use of non-waivers, Reservation of Rights, and excess letters. Works with inside and outside counsel on lawsuits. Oversees the establishment and maintenance of branch operation. Understands the impact and importance of proper reserving on the company's financial standing.
- Understands and directs the use of the company on-line processing system, computerized estimating systems, personal computers and applicable software. Understands and utilizes company computer generated reports.
- Responsible for compliance with Unfair Claims Practices Acts and assures handling of claims in good faith. Adheres to Corporate Claim Standards, Company Claim Bulletins, and the Company Code of Ethics. Reviews, authorizes, and approves settlement of claims within limit of authority. Completes High Damage Reviews when appropriate.
- Understands the Company Catastrophe Plan and, when activated, coordinates activities with the Storm Administrator. May serve as Storm Administrator on a Company Catastrophe Team. Performs disaster claim duty as physically capable.
- Vendor Administration (15%)
- Monitors vendor work product, expenses and customer focus via reinspections results. Takes appropriate action based on data received and first line managers` recommendations.
- Resolves vendor disputes that escalate beyond the first line manager.
- Approves recommendations of vendors and contractors for inclusion in or removal from vendor programs.
- Ensures that vendor program policies and procedures are implemented in a common and consistent manner across the operating territory.
- Reviews and seeks approval for recommendations for improvement and changes to the vendor programs.
- Management/Leadership for Department or Unit (15%)
- Manages direct reports, systems, and projects to achieve department/unit goals in accordance with Company policies and practices.
- Prepares and analyzes department/unit plans and reports.
- Provides leadership by exhibiting influence and expertise, thus affecting the results of the operating area.
- Creates an effective work environment by developing a common vision, setting clear objectives, expecting teamwork, recognizing outstanding performance, and maintaining open communications.
- Develops staff through coaching, providing performance feedback, providing effective performance assessments, and establishing performance & development plans.
- Administration (10%)
- Compiles, maintains, and analyzes data to achieve proper allocation and use of Branch personnel. Forecasts future personnel requirements to assure quality customer service while maintaining cost control.
- Prepares annual operating budget. Utilizes historical data and forecast information to achieve future needs and goals while maintaining cost controls. Monitors and explains deviations from planned budget on a quarterly basis.
- Assists operations director in preparing the state business plan and the branch disaster recovery plan.
- Executes strategic plans as related to people, processes and systems.
- Executes and monitors internal controls specific to claim handling.
- Develops and establishes safety and security measures for all personnel, facilities, and equipment. Manages the physical facilities of the Branch operation. Monitors asset assignment and replacement needs. Responsible for company vehicles assigned to the Branch including proper maintenance and security.
- Agency Partnership (10%)
- Establishes rapport with sales management and builds on-going relationships to meet sales, claim and company goals.
- Partners with agency to provide seamless customer service. Jointly agrees on opportunities for process improvements and oversees the implementation of action plans to address them.
- Supports activities and processes within the Claim Division that enhances communication with agency and includes them in the claim handling process.
- Provides sales management with claim-related information via phone conversations, office visits or presentations at meetings.
- Strategies Linked to the Division's Business Goals/Results (10%)
- Establishes, communicates, and implements departmental plans, objectives, and strategies.
- Participates as a member of the Management Team.
- Maintains an active awareness of American Family's business environments, corporate culture, and structure to support key decision-making.
Job Competencies
- Achieve Results
- Be Accountable
- Lead Change
- Lead Corp Vision & Strategy
- Lead People
- Maximize Customer Experience
Specialized Knowledge and Skills Requirements
- Basic knowledge and understanding of property, casualty and physical damage policy language underwriting intent.
- Solid knowledge and understanding of insurance/claim industry and regulatory environment.
Travel Requirements
- Must be willing to travel for Catastrophe duty if necessary.
- This position requires travel up to 25% of the time.
Position Details
• Offer to selected candidate will be made contingent on the results of background checks.
• We offer a comprehensive benefits package that includes health, life and dental insurance, a 401(K) plan, paid holidays, vacation and sick leave and the opportunity for career development.
• Relocation assistance is available.
GD-00, LI:MW2
Please review the job requirements.
Job ID: 07809
Division: Personal Lines
Work Location(s): Minnesota-Eden Prairie
Full/Part Time: Full-Time
Position Objective
The Branch Property Claim Manager is responsible for the execution of strategic direction for claims and providing leadership direction to achieve efficient claim handling for moderately to highly complex property claims. Acts as front line liaison with sales management and independent sales agents. Facilitates continuous development of people, processes and culture to ensure customer service industry leadership. Establishes and fosters positive relationships with sales force to provide seamless claim service.
Primary Accountabilities
- Communication and Coaching (25%)
- Promotes training that supports the claim division focus of customer service, teaming and agency relationship building.
- Mentors and coaches managers to provide the leadership that supports the claim division focus and philosophies.
- Represents the company in local industry organizations and community activities. Provides leadership and encourages participation of personnel in the activities of such organizations. Regularly attends agency functions, promotes cooperation, and builds rapport to create effective working relationships.
- Communicates to branch employees information regarding regional and corporate actions, strategic direction, policies and goals in a positive manner.
- Technical Expertise & Compliance (15%)
- Understands and keeps current with the changing internal and external insurance environment including changes in statutes, regulators, case law, technology, customer demands, and competitive forces in the insurance market. Reviews open and closed files for the purpose of maintaining a high level of customer service, claim handling and quality business practices.
- Attends and participates in pretrial conferences, alternate dispute resolutions, small claims, conciliation court and other official proceedings as necessary. Participates in Branch and Regional Claim Committees. Responds to inquiries and handles complaints from individuals or their representatives, insurance departments, Consumer Affairs, and other agencies. Participates in meetings, company committees, and performs special projects as assigned.
- Displays a thorough understanding of policy language and contract format. Directs the use of non-waivers, Reservation of Rights, and excess letters. Works with inside and outside counsel on lawsuits. Oversees the establishment and maintenance of branch operation. Understands the impact and importance of proper reserving on the company's financial standing.
- Understands and directs the use of the company on-line processing system, computerized estimating systems, personal computers and applicable software. Understands and utilizes company computer generated reports.
- Responsible for compliance with Unfair Claims Practices Acts and assures handling of claims in good faith. Adheres to Corporate Claim Standards, Company Claim Bulletins, and the Company Code of Ethics. Reviews, authorizes, and approves settlement of claims within limit of authority. Completes High Damage Reviews when appropriate.
- Understands the Company Catastrophe Plan and, when activated, coordinates activities with the Storm Administrator. May serve as Storm Administrator on a Company Catastrophe Team. Performs disaster claim duty as physically capable.
- Vendor Administration (15%)
- Monitors vendor work product, expenses and customer focus via reinspections results. Takes appropriate action based on data received and first line managers` recommendations.
- Resolves vendor disputes that escalate beyond the first line manager.
- Approves recommendations of vendors and contractors for inclusion in or removal from vendor programs.
- Ensures that vendor program policies and procedures are implemented in a common and consistent manner across the operating territory.
- Reviews and seeks approval for recommendations for improvement and changes to the vendor programs.
- Management/Leadership for Department or Unit (15%)
- Manages direct reports, systems, and projects to achieve department/unit goals in accordance with Company policies and practices.
- Prepares and analyzes department/unit plans and reports.
- Provides leadership by exhibiting influence and expertise, thus affecting the results of the operating area.
- Creates an effective work environment by developing a common vision, setting clear objectives, expecting teamwork, recognizing outstanding performance, and maintaining open communications.
- Develops staff through coaching, providing performance feedback, providing effective performance assessments, and establishing performance & development plans.
- Administration (10%)
- Compiles, maintains, and analyzes data to achieve proper allocation and use of Branch personnel. Forecasts future personnel requirements to assure quality customer service while maintaining cost control.
- Prepares annual operating budget. Utilizes historical data and forecast information to achieve future needs and goals while maintaining cost controls. Monitors and explains deviations from planned budget on a quarterly basis.
- Assists operations director in preparing the state business plan and the branch disaster recovery plan.
- Executes strategic plans as related to people, processes and systems.
- Executes and monitors internal controls specific to claim handling.
- Develops and establishes safety and security measures for all personnel, facilities, and equipment. Manages the physical facilities of the Branch operation. Monitors asset assignment and replacement needs. Responsible for company vehicles assigned to the Branch including proper maintenance and security.
- Agency Partnership (10%)
- Establishes rapport with sales management and builds on-going relationships to meet sales, claim and company goals.
- Partners with agency to provide seamless customer service. Jointly agrees on opportunities for process improvements and oversees the implementation of action plans to address them.
- Supports activities and processes within the Claim Division that enhances communication with agency and includes them in the claim handling process.
- Provides sales management with claim-related information via phone conversations, office visits or presentations at meetings.
- Strategies Linked to the Division's Business Goals/Results (10%)
- Establishes, communicates, and implements departmental plans, objectives, and strategies.
- Participates as a member of the Management Team.
- Maintains an active awareness of American Family's business environments, corporate culture, and structure to support key decision-making.
Job Competencies
- Achieve Results
- Be Accountable
- Lead Change
- Lead Corp Vision & Strategy
- Lead People
- Maximize Customer Experience
Specialized Knowledge and Skills Requirements
- Basic knowledge and understanding of property, casualty and physical damage policy language underwriting intent.
- Solid knowledge and understanding of insurance/claim industry and regulatory environment.
Travel Requirements
- Must be willing to travel for Catastrophe duty if necessary.
- This position requires travel up to 25% of the time.
Position Details
• Offer to selected candidate will be made contingent on the results of background checks.
• We offer a comprehensive benefits package that includes health, life and dental insurance, a 401(K) plan, paid holidays, vacation and sick leave and the opportunity for career development.
• Relocation assistance is available.
GD-00, LI:MW2
Please review the job requirements.