Director of Claims

Gallagher•Brownsville, TX

12d•Onsite

About The Position

Pronto General Agency, a South Texas–based managing general agency, is dedicated to delivering high-value personal auto insurance products through competitive pricing, exceptional claims handling, and outstanding customer service. Our omnichannel strategy and risk management expertise have positioned Pronto as a leading presence in the insurance market. As we continue to grow, we’re seeking talented professionals who thrive in fast-paced, high-growth environments and are ready to contribute to our mission. The Claims Director is responsible for ensuring high-quality, efficient, and service-driven claims handling that supports strong loss ratio performance and delivers a positive experience to customers and claimants. This leader will provide strategic direction, operational oversight, and technical expertise to the Claims Department while driving productivity, process improvement, and departmental alignment with company goals. The ideal candidate is a collaborative, team-oriented leader who values cross-departmental partnership, encourages high performance, and fosters a culture of accountability and continuous improvement.

Requirements

High school diploma and 15 years related claim experience required.
At least 8 years of increasing growth through the management ranks from supervisor to branch manager.
Appropriately licensed and/or certified in all states in which claims are being handled.
Knowledge of all team member related functions.
Requires exceptional analytical and problem solving skills.
Ensures flawless and consistent execution of client service instructions and performance guarantees
Ability to actively review work of others via file reviews; identify coaching opportunities, act on needed coaching opportunities and position subordinates for successful development leading to advancement within the organization.

Nice To Haves

Bachelor's degree preferred.

Responsibilities

Maintain loss ratios that meet or exceed company expectations.
Ensure accurate and timely claims handling
Reduce claim cycle times and improve operational efficiency.
Oversee KPI performance, including closing ratios, audit scores, loss ratio, call response times,complaint levels, salvage/subrogation recoveries, LAE, claims cycle times, average payouts, BI settlements, and external reporting.
Ensure claims handling quality and compliance, achieving audit scores that meet or exceed expectations.
Maintain timely and professional communication with the fronting company, reinsurers, TDI, defense attorneys, and other external entities.
Foster a customer-centric approach that minimizes complaints and ensures claimants stay informed throughout the process
Maintain an effective network of internal appraisers, DRP shops, and external appraisal resources to ensure timely and accurate estimating.
Coordinate the Extracontractual Claims process and communications with the EC Committee.
Identify and report potential risk alerts or E&O exposures; collaborate with Underwriting to mitigate future risks.
Ensure proactive supervision and oversight of file handling.
Lead and support claims-related projects and initiatives.
Leverage metrics, analytics, and reporting to guide decision-making and performance management.
Manage departmental budget and implement cost-saving strategies related to LAE, staffing efficiencies, workflow optimization, and process improvements.
Participate in testing and rollout of new claims systems.
Achieving targeted loss ratios
Continuous improvement in claims quality and speed
Departmental profitability
Accurate and timely reporting
Compliance with procedures and regulatory requirements
Development of team capabilities and departmental infrastructure
Promotion of a culture focused on improvement, quality, and productivity

Benefits

Medical/dental/vision plans, which start from day one!
Life and accident insurance
401(K) and Roth options
Tax-advantaged accounts (HSA, FSA)
Educational expense reimbursement
Paid parental leave
Digital mental health services (Talkspace)
Flexible work hours (availability varies by office and job function)
Training programs
Gallagher Thrive program – elevating your health through challenges, workshops and digital fitness programs for your overall wellbeing
Charitable matching gift program