Homeowners Claim Manager II

AAA-The Auto Club Group•Tampa, FL

4d•$96,000 - $115,000•Hybrid

About The Position

The Homeowners Claim Manager II leads the handling of complex, high-value, and large-loss homeowners claims, ensuring fair, timely, and accurate claim resolutions while delivering an exceptional customer experience. This role provides strategic oversight of claim operations, guides and develops a team of claims professionals, and serves as a key liaison among policyholders, adjusters, legal counsel, experts, and business partners. Through strong technical expertise, operational leadership, and a commitment to service excellence, the Homeowners Claim Manager II drives quality outcomes, regulatory compliance, and effective risk management while protecting the interests of both the insured and the organization.

Requirements

College level coursework in related field or equivalent work experience
A valid driver's license is required if the primary responsibilities of the role involve conducting in-person inspections or frequent in-person meetings with members.
Must attain all required State Adjuster licenses for applicable states within 60 days after completing licensing coursework
Claim handling across one or more lines of business
Expertise in investigating and negotiating high dollar, large loss, or complex claims
Planning, managing and monitoring the work of teams or groups
Analyzing and problem-solving technical solutions on complex matters
Coaching and developing others
Effective communication with staff and peers, presenting results and sharing ideas in a work environment
Coordination of activities involving multiple stakeholders
Trend analysis and impact assessment
Fraud potential identification
Proficiency in managing customer experiences and resolving customer service delivery issues
Employee performance documentation and evaluation
Strong analytical and problem-solving technical solutions for complex matters
Evaluate data to identify potential problems, causes, and missing information
Apply and provide input on reserve management techniques
Communicate effectively, both verbally and in writing, to large groups, Sr leaders or in public settings
Present ideas clearly to large audiences
Coordinate and control projects
Oversee complex claim handling activities
Research company procedures, guidelines, industry best practices, litigation or investigative techniques
Lead, motivate, coach and mentor others
Manage conflict and change efficiently

Nice To Haves

Bachelor’s degree in a business, technology, or an insurance related field
Completion of insurance-related coursework
Supervisory or management experience
Complex claim settlement procedures
Homeowners/property full cycle claims handling
Claim quality service standards
Professional auditing practices

Responsibilities

Oversee the processing of large loss, highly complex or technical insurance claims to ensure efficient and accurate handling
Safeguard the interests of the insured delivering exemplary customer service
Serve as a liaison between members, claim representatives, experts, legal teams, and other involved parties
Performs specialized claims functions within assigned region, including organizing and managing claim investigation programs to identify fraudulent claims, handling catastrophic losses, casualty claims, leading subrogation recovery activities, automotive technical repair, or managing litigated cases
Manages the investigation, evaluation and settlement of complex, technical or high dollar value claims
Supervises personnel within assigned area
Develops and implements long and short-term goals and objectives for specific responsibilities
Audits claim files for compliance to internal guidelines, standards and procedures
Monitors legal, investigative or technical activities of vendors and others who support claim operations
Participates in budget development and ensure adherence to the final budget
Enforces policies and procedures to ensure compliance with applicable state laws, company policies, and line of business procedures
Monitors and manage technical and complex adjuster workloads, productivity and accuracy
Completes quality reviews of work products as assigned
Oversees and manages claim handling activities for complex, high-value, or technical claims within the operation
Conducts detailed claim file analysis, investigation, reserving, reporting and deposition of claims, including payment or denial.
Provides accurate data for operational reporting
Responds effectively internal and external customer inquiries
Monitors and ensures high-quality service levels at each interaction
Monitors and reports team and individual performance against customer service goals set by the department
Provides technical research guidance and develops methods to reduce or contain costs related to operating expenses and paid claims
Leads and develops a team of professional and technical claim handlers
Evaluates performance and identifies training needs
Coaches and counsel leaders, managers and supervisors to enhance claim service delivery

Benefits

PTO, paid sick leave, etc.
Medical plans with multiple coverage options, including HSA eligibility.
Prescription drug coverage.
Dental and vision benefits.
Employee Assistance Program (confidential support services).
Company-paid basic life insurance.
Optional supplemental life insurance and dependent coverage.
Short-term and long-term disability coverage.
Critical illness, accident, and pet insurance options.
401(k) plan to support long-term financial goals. 3% automatic deferral upon eligibility; may contribute 1% to 50% of eligible earnings, either pre or post tax. Company match of 50% paid on employee contributions up to 6% of pay, payable to employees following the end of the year; immediate vesting. Additional company contribution of 4% of pay each pay day into your account; 100% vested after three (3) years of service.
Health Savings Account (HSA) and Flexible Spending Accounts (FSA) options.
Paid Time Off (PTO): Accrual-based, increases with tenure, eligible at 90 days of employment. Full-time new employees will receive up to 12 PTO days annually; accrual based on start date and may include additional PTO based on role and/or state & local requirements. Part-time employee PTO hours are calculated based upon the standard weekly hours the employee is scheduled to work and will accrue at a minimum of 3 hours per month.
Paid Holidays: Full-time employees are eligible for 10 company-paid holidays annually, in addition to 1 mental health day, 2 floating holidays and 1 volunteer day. Holidays vary by business unit schedules. Part-time employees are eligible for 8 company-paid holidays annually, in addition to 1 mental health day and 2 floating holidays. Holidays vary by business unit schedules.
Paid leave programs, including parental, bereavement, jury duty, and military leave.
Tuition assistance (up to $5,250 annually; 80% covered by ACG).
Professional certification support with 100% reimbursement for eligible programs.
Opportunities for career development and advancement.
Complimentary AAA membership with roadside assistance and travel discounts.
Adoption assistance program.