Claims Supervisor

Texas Farm Bureau and Affiliated Companies•Waco, TX

6d•Onsite

About The Position

This position is responsible for maintaining prompt and efficient claims service by providing leadership and supervision to the Claims Representatives.

Requirements

Four-year degree from an accredited college or university.
Experience as a Claims Representative.
Acceptable credit rating.
All Lines Adjuster license from the Texas Department of Insurance, maintained according to the licensing requirements set forth by the state of Texas.
Completion of the Associate in Claims program.
Ability to satisfactorily perform all Claims Representative responsibilities and duties.
Excellent leadership, coaching, and team-building skills.
Effective knowledge of basic computer applications, especially Microsoft Office Suite, and of Mitchell Estimating software systems.
Strong analytical and decision-making abilities.
Effective interpersonal verbal and conflict resolution skills, both face-to-face and over the phone.
Ability to plan, organize, and complete detailed work independently or in a team environment.
Familiarity with claims systems, reporting tools, and performance metrics.
Valid Texas driver’s license and driving record at the time of hire which would not place the employee on probation, or disqualify the employee from Certified Fleet Operator Status, under the company Driving and Safety Policy.
Repeated use of PC, telephone, and office machines.
Extended periods of sitting and concentrating.
Regular bending, twisting, crouching, pulling, pushing, reaching in an office or field environment and occasional lifting up to 30lbs.

Nice To Haves

Prior leadership or supervisory experience preferred.

Responsibilities

Supervise the Claims Representatives’ daily work product and provide advice and support to ensure customer service excellence.
Supervise the Claims Unit, including total loss claims, as well as the Lynx Glass Program, and Agero R/A Program.
Evaluate all Claims employees’ job performance and conform to requirements and recommend appropriate personnel action, up to and including termination as appropriate, and salary changes.
Recruit, interview, select and train Claims employees.
Identify training needs and support onboarding of new employees.
Resolve any Claims personnel problems in a prompt and fair manner, with assistance from the Director of Human Resources, if necessary.
Monitor claim handling for quality, accuracy, and compliance with company standards.
Assign claims to other Claims Representatives or to Field Claims Representatives, according to company procedures.
Investigate and conclude all assigned claims in a timely, fair, and reasonable manner, within the limits of the policies.
Answer all calls and complaints promptly and respond to State Board inquiries in a timely manner.
Immediately advise the State Physical Damage Manager of all lawsuits and time demands. Review and forward claim reports to Underwriting and instruct staff to complete underwriting reports when they have neglected to do so.
Assist in other locations as needed due to business necessity.
Submit weekly, monthly, and other reports regarding performance and productivity, as requested by the State Physical Damage Manager.
Review and audit monthly purchase card statements.
Monitor Claim Representative calendar, availability and PTO use to ensure availability for customers.
Notify State Physical Damage Manager of any additional personnel needs.
Promote professional development of Claims personnel.
Ensure the Claims staff prepare all claims properly to enable other departments to perform their jobs as needed.
Properly care for and maintain company equipment including car, cell phone, laptop, etc.
Report suspicious claims to SIU.
Review suspected MOTA issues and advise of next steps.
Ensure that Claims Representatives receive required continuing education hours and maintain their adjuster licenses.
Ensure that the Claims Representatives’ claim loads are balanced as is practical and possible.
Participate in district and regional claims meetings as the representative for Claims.
Investigate, evaluate, and settle claims, applying technical knowledge and human relations skills to effect fair and prompt disposal of cases.
Open, review, and recommend proper reserves on all claim files assigned and ascertain the proper amount of damages on all assigned claims in a prompt and efficient manner.
Review and approve coverage decisions, liability determinations, and settlement amounts within authority limits.
Recognize the need for outside investigators or experts and report it to the State Physical Damage Manager.
Refer claims for subrogation as appropriate.
Collaborate with other departments (underwriting, SIU, etc.) as needed.
Maintain current and accurate knowledge regarding trends in claims handling and innovative settlement techniques.
Drive continuous improvement initiatives to enhance efficiency and customer experience. Pay and process claims within designated authority level.
Adjust reserves or provide reserve recommendations to ensure that reserve activities are consistent with company policies.
Enter claim payments, reserves, and new claims into computer system, using concise yet sufficient file documentation.
Handle escalated or complex claims and customer concerns.
Maintain claim files, such as records of settled claims and an inventory of claims requiring detailed analysis.
Manage team performance through metrics such as cycle time, severity, quality and customer satisfaction.
Verify and analyze data used in settling claims to ensure that claims are valid and that settlements are made according to company practices and procedures.
Examine claims investigated by insurance adjusters, further investigating questionable claims to determine whether to authorize payments.
Contact or interview claimants or employees to get additional information regarding claims.
Achieve company standards, follow set Claims procedures, and adhere to Claims department standards.
Comply with the Certified Fleet Operator requirements of the Company Driving and Safety Policy.
Other duties as assigned.