Commercial Casualty Supervisor, Complex Claims - Remote

CSAA Insurance Group, a AAA Insurer

4d • $110,700 - $147,500 • Remote

About The Position

Mobilitas, created by CSAA Insurance Group, serves the modern mobility sector with tailored solutions for the evolving transportation landscape. The Commercial Casualty Supervisor, Complex Claims supervises complex first- and third-party auto and commercial injury claims, including litigated claims ranging from minor to complex. The role supervises claims across multiple states virtually, evaluates coverage questions and approval requests, and provides guidance and settlement authority on cases above representatives’ authority. The position may also manage a First Notice of Loss injury queue and serve as a claims liaison in partner states to build and maintain relationships with partner clubs.

The supervisor oversees claims operations, investigations, evaluations, negotiations, and resolutions; provides technical guidance to adjusters; manages workflow and staffing; monitors quality and service; and ensures compliance with company policies and state insurance regulations. The role leads employee performance and development, oversees casualty litigation and counsel, and collaborates with commercial customers, brokers, partner organizations, and cross-functional teams.

This is a remote role available across the United States except Hawaii and Alaska. Employees work primarily from home, with flexibility to work from Mobilitas offices and attend in-person meetings as needed. Travel may be required for enterprise, divisional, team, and other in-person meetings.

Requirements

• At least 5 years of experience in a progressively responsible professional and/or supervisory position within a claims environment.
• At least 7 years of complex claims experience.
• Demonstrated technical expertise handling casualty claims of varying complexity relevant to the adjuster roles supervised.
• High school diploma or GED, or 3 years of customer service experience in a virtual environment using internet, phone, and chat features.
• Must hold an adjuster license for all applicable states or obtain the license(s) within 90 days of filling the position as a condition of employment.

Nice To Haves

• Bachelor’s degree (BA/BS) in a related field.
• Two or more years of litigation experience, preferably involving Special Investigations Unit (SIU) claims.
• Professional designation or certification such as Associate in Claims (AIC), Chartered Property Casualty Underwriter (CPCU), or ICAR.

Responsibilities

• Oversee the investigation, evaluation, negotiation, and resolution of claims, ensuring effective workflow management and adherence to departmental standards.
• Provide technical guidance to adjusters, reviewing claims for coverage, liability, settlement authority, and appropriate resolution of complex issues.
• Direct daily business unit operations, including workflow distribution, phone queue management, staffing, and coverage across multiple shifts and operations of up to seven days per week.
• Establish and monitor employee performance goals, departmental objectives, and service standards.
• Monitor claims quality and customer service through file reviews, Quality Assurance Reports, surveys, and feedback, identifying opportunities for improvement.
• Ensure compliance with organizational policies, operating procedures, safety standards, and Department of Insurance regulations; communicate and implement changes as needed.
• Participate in specialty Committee Review Processes and facilitate meetings supporting claims decisions and efficient department operations.
• Recommend improvements to operational plans, processes, and resource utilization.
• Support recruitment, interviewing, hiring decisions, budget planning, and oversight of internal and external resources.
• Collaborate with cross-functional teams and serve as a claims liaison for commercial customers and brokers, building and maintaining business relationships.
• Identify employee training needs and coordinate development opportunities.
• Coach, mentor, provide ongoing feedback, and recognize individual and team achievements.
• Manage employee performance through evaluations and appraisals, and make recommendations regarding compensation, promotions, and terminations.
• Communicate and enforce organizational policies and procedures, administering counseling, discipline, and corrective actions in partnership with management and Human Resources.
• Oversee claim investigations and resolutions, making coverage determinations on matters ranging from simple to complex.
• Ensure compliance with Commercial Auto claims procedures, company policies, and Department of Insurance regulations across multiple states.
• Oversee timely investigation and resolution of Department of Insurance, company, and customer complaints.
• Oversee internal and external counsel performance, including defense costs, legal billing, and fee arrangements.
• Manage client communications and collaboration on litigation matters, ensuring alignment on resolution strategies.
• Monitor and report extra-contractual case status to internal and external Executive Committees.
• Create a collaborative, inclusive, and psychologically safe environment that fosters trust and empowers team members.
• Help shape company culture, champion cultural norms, and connect team members’ work to enterprise strategy and priorities.
• Travel as needed for enterprise, divisional, team, and other in-person meetings.
• Fulfill business needs, which may include investing extra time or helping other teams.

Benefits

• Total compensation package.
• Annual bonus eligibility for most roles; this role offers eligibility for a company-wide annual discretionary bonus through the Annual Incentive Plan of up to 12% of eligible pay.
• 401(k) with company match.
• Career growth and development opportunities with leaders and mentors.
• Remote-first flexible workplace, with flexibility to work from various locations including Mobilitas offices.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED