Supervise a unit of casualty adjusters within the ACIC Eastern Claims Office, Webster, MA., assuring proper investigation, development, and settlement of automobile personal injury insurance claims, and homeowners 3rd party liability insurance claims, including regional litigation files. Position is primarily supervising adjusters handling NY and NJ personal injury files, but may include other states as well. Provide claims technical direction and assistance to staff members. May assist with the technical supervision of casualty claims by involvement in monthly file reviews and strategy sessions if applicable. Monitor compliance with procedures and department expectations in the handling of all first and third party claims. Ensure customer service standards are being met within the unit. Hire, train and develop staff; playing an active role in career development. This person will also recognize exposures, communicate effectively, and work closely with defense counsel.
Education: Bachelor's Degree or professional level of knowledge in a specialized field, or equivalent related experience preferred.
Experience: 4 - 6 years or Associates Degree equivalent plus 6 - 8 years.
Knowledge: Complete understanding and knowledge of industry, practices, standards, and concepts within field of work and broad business segment. Solid knowledge of management practices.
Decision Making: Typically makes decisions that impact short-term results. Interprets and executes policies and guidelines set by higher level management. Determines how to meet schedules, allocating resources. Typically makes operational decisions independently. Recommends modifications to operating policies. Problems are generally diverse and may impact multiple units.
Supervision Received: Assignments are received in objective-oriented terms, and combine both strategic and tactical responsibilities. Work is reviewed for unit's overall adequacy in meeting organizational objectives.
Leadership: First level manager who typically manages exempt employees and or subordinate supervisors of non-exempt employees. Direct reports typically exercise significant latitude and independence in their assignments. Provides direction to subordinates based on general policies and management guidance. Develops and administers budgets, schedules, and performance requirements.
Problem Solving /Operations/Direct Work Involvement: Advises work unit regarding tasks, projects, and operations. Generally becomes involved in day-to-day operations only when required to resolve complex problems or meet deadlines.
Client Contacts: Frequent contacts with internal and external parties at various management levels concerning operations or scheduling project phases. Communication typically involves persuasion, and negotiation with middle management levels. May interface with senior management.
A minimum of 4 years, multi-line, claims adjusting experience required.
Insurance course work strongly preferred.
Field adjusting, litigation claims handling, claims auditing, previous supervisory experience are desired.
SIU experience is a plus.
Must possess (or be able to obtain) the appropriate state adjusters license as required by statute.
Superior oral and written communication skills are needed, as are excellent technical, analytical and organizational skills.
Requires leadership ability, excellent customer service and interpersonal skills, computer knowledge and the overall ability to use tact and discretion to achieve and exceed unit and departmental goals.
Strong ability is needed to make sound business decisions relative to daily workload priorities and adjustments based upon claim and staffing fluctuations, as well as, decisions regarding hiring, promotion, discipline, and when necessary, termination of employees.
Ability to identify, recommend, and implement improved methods, procedures, and workflow along with the ability to be innovative and adaptable and ensure the unit remains adaptable in a fast paced, multi-task environment.
Also key is maintaining positive employee and customer service relations and creating an open caring work environment conducive to getting the job done efficiently, developing the skills of adjusters and assisting in career path planning.
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