Claims Team Manager - Auto

AAA • Valencia, CA

12d

About The Position

This management position is an instrumental part of the day-to-day activities within the claims unit. The Claims Team Manager coordinates, directs, and oversees the claims activities of one or more teams. The role provides leadership, support, and coaching to promote compliance with regulatory and statutory requirements and technical and customer-service best practices.

The manager reviews claim files and monitors performance measures, coaches and counsels employees, resolves customer-service issues, and evaluates customer concerns and satisfaction. The position also manages recruitment and employee development, supports succession planning, leads meetings with direct reports, stays informed about industry developments and best practices, and participates in committees and projects that advance organizational goals.

Requirements

• Bachelor's degree, or an equivalent combination of education and experience.
• Advanced organizational, planning, and delegation skills.
• Advanced oral and written communication skills.
• Advanced interpersonal skills.
• Ability to effectively lead change.
• Valid driver's license, an acceptable Department of Motor Vehicles record, and minimum liability insurance issued by the state.

Nice To Haves

• 4–6 years of automotive claims-handling experience.
• 1–3 years of supervisory experience.
• Chartered Property Casualty Underwriter designation from the Insurance Institute of America.

Responsibilities

• Review claim files regularly for quality.
• Track and monitor statistical measures and behavioral indicators used to evaluate Claims Representatives, including file reviews, audits, reports, and complaints.
• Coach and counsel employees about performance in a timely and responsive manner.
• Resolve customer-service issues through communication and interaction.
• Implement internal and external methods to monitor and evaluate customer concerns, issues, and satisfaction, and anticipate customer needs.
• Manage employee recruitment and development.
• Identify and implement staff development and training needs to support an effective succession plan.
• Lead meetings in collaboration with unit management to communicate goals to direct reports and reinforce and monitor behaviors that support technical and customer-service performance expectations.
• Maintain knowledge of current industry developments and best practices.
• Participate in committees and projects that support the organization's goals and objectives.

Benefits

• Medical, dental, and vision coverage.
• 401(k) savings plan with company match and pension.
• Tuition assistance.
• Floating holidays and paid time off for community volunteer programs.
• Paid parental leave.
• Wellness programs.
• Employee discounts on membership, insurance, travel, entertainment, services, and more.
• For full-time positions, eligibility to participate in an incentive program based on organization, team, and personal performance.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager