Complex Casualty Claims Manager
About The Position
Lead a team managing complex commercial casualty claims while driving strong outcomes on high-exposure cases. In this role, you’ll provide strategic guidance on coverage, liability, valuation, and resolution, ensure accurate reserving, and partner with counsel and internal stakeholders to control costs and maintain compliance. You’ll also coach and develop a high-performing team, fostering accountability, growth, and collaboration. Beyond claims handling, you’ll strengthen relationships with agents and insureds, enhance the customer experience, and partner across the business to position the organization as a trusted carrier. Your impact will be seen in improved claim outcomes, a strong and engaged team, and elevated client relationships.
Requirements
- Bachelor’s degree or equivalent relevant experience
- Ten years of experience in casualty claims adjusting or related experience, including experience with large and complex claims
- Attainment of all applicable state licenses as required
- Prior leadership experience
- Excellent understanding of casualty claims techniques and a current knowledge of knowledge of various jurisdictions, good faith claims handling requirements and legal environments
- Advanced knowledge of insurance terms and coverages in commercial lines
- Advanced knowledge of negotiation and alternative dispute resolution techniques
- Strong leadership qualities with the ability to motivate staff
- Excellent knowledge of computers and claims systems
- Excellent organizational, written and verbal communication skills
- Excellent ability to gather and analyze a variety of data points to appropriately triage claims handling
- Advanced investigative and problem-solving abilities
- Occasional travel nationwide, valid driver’s license with an acceptable motor vehicle report per company standards will be required if driving
Nice To Haves
- Insurance designations, such as INS, AIC, and CPCU preferred
Responsibilities
- Leads a complex casualty claims team, overseeing high-severity commercial casualty claims
- Reviews all assigned claim files, identifies gaps, and ensures complete fact gathering
- Assigns claims based on adjuster expertise and provides strategic direction on handling
- Advises team on coverage, liability, compensability, valuation, and resolution strategy
- Reviews and approves reservation of rights and denial letters
- Selects and manages defense counsel; monitors litigated matters
- Ensures accurate, timely reserves aligned with company guidelines; authorizes payments within authority
- Enforces best practices, claims philosophy, and proper file documentation
- Identifies files for claims committee, coverage counsel, or subrogation opportunities
- Controls loss costs and adjustment expenses; ensures strong file review reporting
- Monitors team workload, productivity, and performance metrics
- Coaches team members, resolves complex issues, and ensures regulatory and authority compliance
- Sets performance goals, conducts reviews, and drives development and succession planning
- Hires, disciplines, and supports talent growth while fostering DEI and innovation
- Builds strong agent and customer relationships; ensures service standards are met
- Partners with underwriting and marketing to educate agents and enhance customer experience
- Proactively communicates with agents/insureds and visits agencies to review accounts and losses
- Shares trends and insights with leadership; promotes the claims brand internally and externally
Benefits
- life, medical, dental, vision and prescription drug coverage
- Competitive paid time off plan
- a full day of volunteer time off annually
- Financial incentives, including a 401(k) plan match, pension plan, OneEMC bonus plan and recognition and anniversary awards
- Professional development and growth opportunities, including tuition reimbursement
- Wellness initiatives to improve team member well-being and reduce health insurance costs
- Flexibility to dress for your day and opportunities for alternative work arrangements
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What This Job Offers
Job Type
Full-time
Career Level
Manager
