Casualty Claims Director
About The Position
The Casualty Claims Director oversees the claims process to ensure timely, fair, and efficient resolution. The role leads West Bend’s Express and Investigations teams through their managers, overseeing claims involving personal auto, commercial auto, and general liability, including fast-track and low-to-moderate complexity claims. The director applies people leadership, operational strategy, technology, data, and change management to improve quality, accuracy, cycle times, customer satisfaction, and overall results. The position is based in West Bend, Madison, or Appleton, Wisconsin, with a hybrid schedule. Employees located within 50 miles of a West Bend office work in the office three days per week and remotely two days per week. The role partners with stakeholders, business partners, and vendors and aligns team goals with the West Bend Claims Vision and operating fundamentals.
Requirements
- At least eight years of relevant claims experience, or an equivalent combination of education and experience.
- At least five years of people leadership experience.
- Deep knowledge of casualty lines claims.
- Ability to turn data and trends into sound operational decisions.
- Experience guiding teams through process, workflow, technology, or organizational change.
- Strong customer-service mindset and commitment to an exceptional claims experience.
- Experience with claims management systems, process automation, or digital claims technology.
- Strong communication, relationship-building, and problem-solving skills.
Nice To Haves
- Experience with personal and commercial auto, general liability, and trucking claims is strongly preferred.
- Bachelor’s degree in business, insurance, or a related field is preferred; equivalent education and experience will be considered.
- CPCU, AIC, SCLA, or similar insurance designations are preferred.
Responsibilities
- Lead, coach, and develop claims managers and supervisors across Express and Investigations teams.
- Build leadership bench strength and foster an engaged, high-performing culture.
- Ensure thorough and accurate coverage, liability, and damages investigations.
- Use claims data and performance measures to identify trends, strengthen accountability, and improve results.
- Lead teams through changes to processes, workflows, technology, and organizational priorities.
- Use technology to improve the speed and accuracy of claims handling.
- Build effective partnerships with stakeholders, business partners, and vendors.
- Champion an exceptional experience for policyholders, agents, and claimants.
- Align team goals and results with the West Bend Claims Vision and operating fundamentals.
Benefits
- Medical and prescription insurance
- Health Savings Account
- Dental insurance
- Vision insurance
- Short- and long-term disability
- Flexible Spending Accounts
- Life and Accidental Death & Disability insurance
- Accident and Critical Illness insurance
- Employee Assistance Program
- 401(k) plan with company match
- Pet insurance
- Paid time off; standard first-year PTO is 17 days, prorated based on month of hire, with enhanced PTO potentially available for experienced candidates
- Performance-based bonus eligibility
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
