Assistant Vice President - Claims

Crawford & Company•New Orleans, LA

4d•$92,577 - $169,293

About The Position

The Assistant Vice President of Claims manages the Service Center and satellite branch locations to ensure the claims operation delivers high-quality service, prompt investigations, and timely claim resolutions. The role organizes staff and workflows to maximize service and productivity and is accountable for overall claim quality, customer service, technical claim results, and branch office administration. The AVP oversees staffing, budgets, operational performance, quality controls, claim reserves, compliance, employee development, and client and carrier service. The position also supports corporate revenue objectives through participation in sales presentations and account meetings, and keeps senior claim management informed about operations and local conditions.

Requirements

Twelve or more years of progressive technical claims experience, including supervisory and/or management experience, demonstrating sound judgment and discretion and the ability to guide and support administrative and technical claim matters.
Demonstrated ability to successfully manage the work of others.
Effective and diplomatic oral and written communication skills and the ability to promote a favorable company image to the public.
College degree, equivalent education, or relevant industry work experience.

Nice To Haves

College degree or education equivalent to a college degree.
Industry designations such as AIC, ARM, or CPCU.

Responsibilities

Manage and monitor new and pending claim volume to ensure proper staffing levels; monitor operations, productivity, and staff, and recommend changes to methods, procedures, structure, or personnel as needed.
Prepare and submit an annual budget, establish expense controls, and review and approve expenses to keep spending within budget.
Establish Service Center objectives that support Corporate Headquarters and corporate objectives.
Guide claim supervisors on proper investigations and timely, equitable claim dispositions; approve reserve recommendations, establish reserves, recommend reserves exceeding authority, and review reserve adequacy in sampled open files.
Periodically analyze claim files for accuracy and completeness and maintain control of work quality.
Administer, communicate, interpret, and ensure compliance with policies and procedures.
Ensure staff adhere to Best Practices, SOPs, and carrier- and client-specific standards and objectives; oversee communication of performance standards and performance appraisals.
Select, train, and develop an effective department; ensure performance reviews follow corporate guidelines, review results, develop improvement plans, and recommend or approve salary adjustments, promotions, transfers, and dismissals.
Develop managers and supervisors through coaching and feedback on planning, organizing, leading, and controlling.
Keep senior claim management informed about activities and problems, refer matters beyond the role’s authority or expertise for direction, and inform the department of current problems, changes, and developments through periodic meetings.
Provide quality service to clients and carriers; ensure claim personnel understand client handling instructions and carrier requirements, and ensure compliance with security procedures for client, carrier, and company funds and property.
Participate in sales presentations and meetings with current accounts in support of corporate revenue objectives.
Investigate local conditions that may affect claim handling and keep senior claim management informed.
Develop a thorough understanding of claim adjudication systems and organize workflow for maximum productivity.
Perform other related duties as required or requested.
Uphold the Crawford Code of Conduct.