Supervisor, SIU (Hybrid, Webster)

MAPFRE•Webster, MA

7d•$77,700 - $111,800•Hybrid

About The Position

Lead and develop a Special Investigations Unit (SIU) team responsible for investigating suspected fraudulent insurance claims across multiple lines of business. This role provides technical expertise, operational leadership, and strategic direction while ensuring high-quality claim handling, regulatory compliance, and exceptional customer service. The SIU Supervisor plays a key role in staff development, fraud prevention initiatives, and driving departmental performance.

Requirements

Bachelor's degree preferred or equivalent combination of education and related experience.
7+ years of insurance claims experience, including significant exposure to fraud investigations.
Prior leadership, supervisory, or team lead experience preferred.
Strong knowledge of casualty claims handling, fraud indicators, investigative techniques, coverage analysis, and litigation management.
Demonstrated ability to coach and develop employees while driving performance results.
Excellent analytical, problem-solving, organizational, and decision-making skills.
Strong verbal and written communication skills with the ability to effectively influence and collaborate across departments.
Ability to obtain and maintain required state licensing.

Nice To Haves

Passion for fraud detection and claim excellence.
Proven leadership and relationship-building skills.
Customer-focused mindset with a commitment to delivering exceptional service.
Ability to lead through change and drive continuous improvement.
Strong business acumen and sound judgment in complex claim situations.

Responsibilities

Supervise and support a team of SIU professionals handling complex first- and third-party fraud investigations.
Ensure timely, thorough, and compliant claim investigations, evaluations, and resolutions.
Monitor claim quality, productivity, customer service metrics, and compliance with company policies and regulatory requirements.
Provide technical guidance on fraud investigations, coverage analysis, liability determinations, reserving, litigation management, and settlement strategies.
Review and authorize claim decisions, settlements, denials, and investigations within assigned authority levels.
Manage workloads, staffing, and resource allocation to maximize team effectiveness and service delivery.
Analyze performance trends, identify improvement opportunities, and implement best practices to enhance quality and efficiency.
Partner with internal and external stakeholders, including agents, defense counsel, vendors, independent investigators, and regulatory agencies.
Oversee the selection and management of external investigative resources to ensure quality results and expense control.
Hire, coach, mentor, and develop employees through ongoing feedback, training, and performance management.
Lead employee engagement, foster collaboration, and promote a culture of accountability, customer focus, and continuous improvement.
Participate in cross-functional initiatives, departmental projects, and strategic planning activities.
Conduct fraud awareness training and serve as a technical resource for claims personnel throughout the organization.