Claims Manager

Walsh Duffield Companies•Buffalo, NY

About The Position

The Claims Manager leads the day-to-day claims operations of the Personal Insurance Division at Walsh Duffield Cos., Inc. The role focuses on providing clients with knowledgeable, timely, compassionate claims assistance and serving as an advocate for clients, a resource for the Personal Insurance team, and a collaborative partner to insurance carriers. The manager oversees claims from initial reporting through resolution, develops team capabilities, maintains carrier relationships, improves processes, and establishes consistent service standards. The position supports client satisfaction, retention, and the agency’s reputation. The Claims Manager also monitors open claims and carrier follow-up, communicates significant developments and potential concerns, and supports quality control, reporting, and administration. The role works with clients, producers, account executives, service teams, carriers, and agency leadership, and may provide backup support to the Commercial Lines Claims Department during high volume or staff absence. Agency-specific training will be provided. This is an exempt, full-time position reporting to the Vice President, Personal Insurance Division. The work environment is usually light in noise level. The position regularly involves sitting and using a computer or other technologies, frequently requires seeing, talking, and hearing, and occasionally requires standing, walking, and reaching. The employee must regularly lift or move up to 10 pounds. Reasonable accommodations may be made for qualified individuals with disabilities.

Requirements

At least four years of relevant experience in personal insurance.
Property & Casualty license required within six months of hire.
Ability to lead by example, establish priorities, support employee development, and maintain high-performance standards.
Strong commitment to responsive, compassionate, effective client service, particularly during stressful or difficult losses.
Thorough understanding of personal insurance products, coverages, policy provisions, claims procedures, and insurance markets.
Excellent verbal and written communication skills, including explaining complex insurance and claims issues clearly.
Ability to evaluate complex situations, recognize potential issues, determine next steps, and escalate matters when needed.
Ability to manage competing priorities and multiple open claims, maintain accurate documentation, and meet deadlines.
Ability to build and maintain productive relationships with clients, colleagues, producers, carriers, and other business partners.
Ability to use agency management systems, claims reporting tools, Microsoft Office applications, and other relevant technology effectively.
Ability to identify operational inefficiencies, recommend practical solutions, and support process improvements.
Ability to collaborate across departments, work in a fast-paced environment, and adapt to changing business needs.
Demonstrated commitment to confidentiality, ethical conduct, accuracy, and compliance with agency procedures and professional standards.

Nice To Haves

Bachelor’s degree preferred.
At least four years of personal insurance claims experience preferred.
Demonstrated experience in personal insurance claims handling, client service, or insurance operations preferred.
Previous leadership, supervisory, training, or workflow management experience in personal insurance preferred.
Experience working with personal insurance carriers, agency management systems, and electronic claims reporting platforms preferred.

Responsibilities

Oversee the Personal Insurance Division’s claims process from initial reporting through resolution, ensuring prompt, accurate, and professional handling.
Lead inbound claim handling and provide responsive, knowledgeable assistance to clients experiencing a loss.
Advise clients, producers, account executives, and service team members on claim questions, coverage concerns, and appropriate next steps.
Communicate clearly and empathetically with clients about the claims process and what to expect.
Coordinate claim information received by telephone, email, mail, and in person, and ensure appropriate action and follow-up.
Report claims to appropriate carriers on the same business day using electronic or telephone reporting as appropriate.
Maintain complete, accurate, and timely claim files and agency management system records.
Monitor service quality and responsiveness and uphold agency standards for communication, call handling, and client satisfaction.
Guide, train, and support colleagues on claims procedures, documentation standards, agency systems, and best practices.
Promote a collaborative, accountable, service-oriented team environment; establish priorities and coordinate workflow.
Crosstrain team members and develop their knowledge and skills to support continuity of operations.
Assist other Personal Insurance Division colleagues as needed.
Reinforce agency procedures, quality standards, and E&O Plus Quality Management Program expectations.
Collaborate with clients, producers, account executives, carrier representatives, and other employees to resolve claim-related issues.
Identify and help implement improvements to claims workflows, communication, documentation, technology use, quality control, and client experience.
Support agency sales, service, and retention objectives through claims advocacy and internal partnerships.
Maintain an active understanding of open claims and follow up with carriers to promote timely progress and resolution.
Review claim activity, identify delays or service concerns, and take appropriate action to move claims forward.
Communicate significant developments, status changes, and emerging concerns to appropriate producers, customer service representatives, and management.
Identify severe, complex, or frequent losses and coordinate appropriate communication and follow-up.
Identify potential coverage concerns, claim-handling issues, and circumstances that require additional attention or escalation.
Maintain accurate claim histories and make relevant information accessible to authorized agency personnel.
Respond promptly and with integrity to carrier claim personnel, generally within 24 hours of a request.
Visit carrier offices when appropriate to strengthen relationships, understand procedures, and improve coordination.
Provide backup and cross-functional support to the Commercial Lines Claims Department during high volume or staff absence.
Develop and maintain knowledge of personal insurance coverages, policy provisions, claims practices, and carrier-specific procedures.
Build productive relationships with carrier claims departments to facilitate communication, address service issues, and improve client outcomes.
Stay informed about industry developments, products, legislative and regulatory changes, technology, and claims trends affecting the division.
Participate in continuing education and professional development.
Prepare claims reports, management summaries, and other analyses as requested.
Monitor claims activity and identify recurring issues, service trends, and operational improvement opportunities.
Use loss data proactively to inform claim strategy, reserving, and risk management recommendations.
Ensure claims practices align with agency procedures, documentation requirements, quality management standards, and applicable professional obligations.
Maintain proficiency in agency management systems, claims reporting platforms, Microsoft Office, and other relevant technologies.
Perform other duties as assigned to support the effective operation of the Personal Insurance Division.