Director of Credit Claims

Fortegra•Jacksonville, FL

2d•Onsite

About The Position

The Director of Credit Claims is a critical leadership position responsible for ensuring that the company's credit claims operation delivers technically sound claims decisions, disciplined financial outcomes, regulatory compliance, exceptional service, and actionable intelligence back to the business. The position requires an experienced claims leader who can operate effectively at both the strategic executive level and the technical claim-file level, while building a high-performing organization capable of managing complex and evolving credit-related risks. The Director of Credit Claims is responsible for the strategic leadership, management, and performance of the company's credit claims operation. This position provides direction and oversight for the investigation, evaluation, resolution, and management of credit-related claims while ensuring claims are handled accurately, efficiently, consistently, and in accordance with policy provisions, regulatory requirements, company guidelines, and established service standards. The Director will lead a team of claims professionals and serve as a key partner to Underwriting, Legal, Compliance, Finance, Risk Management, and senior leadership. The position is responsible for establishing claims strategy, managing severity and loss costs, identifying trends and emerging exposures, strengthening claims controls, and delivering an exceptional customer and business-partner experience. The successful candidate will combine strong technical claims expertise with financial acumen, leadership capability, analytical skills, and a demonstrated ability to manage complex claims.

Requirements

10+ years of progressive insurance claims experience, including significant experience managing complex or specialty claims.
5+ years of claims leadership/management experience, preferably at the manager, senior manager, or director level.
Strong knowledge of insurance policy interpretation, coverage analysis, claims investigation, reserving, litigation, and settlement practices.
Strong understanding of insurance regulations and claims-handling requirements.
Demonstrated financial and analytical capabilities.
Experience managing internal claims teams and external service providers.

Nice To Haves

ARM, CPCU, AIC, SCLA, or other relevant professional designation.

Responsibilities

Develop and execute the overall strategy for the Credit Claims function consistent with corporate objectives.
Establish clear claims handling standards, authority levels, procedures, and performance expectations.
Provide leadership and technical direction on claims.
Establish a culture of accountability, ownership, collaboration, and continuous improvement.
Identify opportunities to improve claims outcomes, cycle time, customer service, and operational efficiency.
Establish and monitor key performance indicators (KPIs) for the Credit Claims organization.
Ensure claims are investigated, evaluated, reserved, negotiated, and resolved appropriately.
Ensure claims practices comply with applicable state and federal laws, regulations, and insurance requirements.
Partner with Compliance and Legal on regulatory inquiries, complaints, market conduct matters, and Department of Insurance issues.
Establish controls designed to minimize regulatory and claims-handling risk.
Ensure timely and appropriate responses to consumer complaints, regulatory inquiries, and other escalated matters.
Stay current on changes in claims-related laws, regulations, and industry practices.