Supervisor, Auto Physical Damage (Hybrid)

MAPFRE•Webster, MA

1d•$104•Hybrid

About The Position

Are you ready to lead a high-performing team and make a real impact? We’re looking for an Auto Physical Damage Unit Supervisor to oversee a group of adjusters in our Auto Physical Damage Department. In this role, you’ll ensure exceptional customer service, accurate claims investigation, and timely settlements. You’ll also play a key role in staff development, workflow optimization, and maintaining compliance with department standards.

Requirements

Education: Bachelor’s degree or equivalent experience preferred.
Experience: 7–9 years (or Associate’s degree plus 9–11 years).
Superior oral and written communication skills.
Strong technical, analytical, and organizational abilities.
Leadership skills with the ability to make sound business decisions.
Excellent customer service and interpersonal skills.
Ability to adapt and innovate in a fast-paced, multi-task environment.
Proficiency in computer systems and good math skills.

Nice To Haves

Insurance coursework strongly preferred; Casualty and/or SIU experience a plus.

Responsibilities

Supervise adjusters handling first- and third-party physical damage claims under personal and commercial auto policies.
Monitor staffing levels, schedules, and workloads to deliver outstanding service.
Review claims for compliance with standards, policies, and procedures.
Resolve service concerns from internal and external customers.
Ensure written communications are clear, empathetic, and aligned with our customer service philosophy.
Build strong relationships with agents and customers through calls and occasional visits.
Monitor call flow and compliance using Genesys system.
Collaborate with other management teams to resolve interdepartmental issues.
Create an environment where teamwork is encouraged with your Unit, the Claim Department and Company.
Prioritize and distribute work to meet productivity goals.
Use reports to identify trends and evaluate performance.
Ensure proactive investigation and timely resolution of claims.
Conduct regular quality file reviews and address issues promptly.
Prepare detailed, growth-focused performance appraisals.
Communicate and implement new processes and workflows effectively.
Demonstrate expertise in personal and commercial auto policies and coverages.
Provide technical guidance and authority to staff.
Approve coverage and liability denials.
Advise on arbitration and litigation strategies.
Collaborate with audit teams to address claim issues.
Promote best practices and ensure compliance with regulatory requirements.
Mentor new supervisors and support staff development.
Utilize departmental data/dashboards to transform processes and workflows.
Participate in hiring and onboarding new team members.
Lead productive team meetings that foster collaboration.
Motivate and guide staff to achieve goals while maintaining morale.
Recognize and reward performance.
Address performance and behavioral issues professionally.
Represent the department on committees and project teams.
Think strategically to further streamline APD processes and workflows.
Promote our values and company culture while driving STRATEGY, delivering RESULTS, and empowering PEOPLE to perform at their best.