Job Description

Position Title: AVP, Claims- Personal Lines

The AVP, Claims- Personal Lines will manage 2-4 personal lines claims Directors. The AVP will provide oversight to all personal lines units and supervisors/managers responsible for adjusting 1st and 3rd party auto bodily injury and property damage claims; including collision, comp, total losses, salvage, subrogation, PIP, SIU and litigated claims. Primary responsibilities include managing the claims directors to established claim procedures, processes including best practices and KPIs; as well as managing daily workflow and handling of all claims within the personal lines units. The AVP must have significant experience in the management and handling of auto liability claims including litigation. The AVP must have extensive coverage experience with auto liability policies and forms.

Assistant Vice President of Claims is responsible for day-to-day management of the claims organization and for leading and scaling an organization’s end-to-end claims life cycle. This position will oversee claims adjudication, drive process improvements using technology, ensure regulatory compliance, manage budgets, and lead teams to deliver timely, accurate, and cost-effective claims processing.

The AVP will assist the VP, Claims- Personal Lines with direction and supervision on all claims within the personal lines units. Assist with supervision, direction, training and development to the claims supervisors, managers and directors as needed. Assist in training of existing and new claims directors, supervisors and managers; and perform quarterly and annual claims staff performance evaluations.

Key Responsibilities:

• Strategic Leadership: Develop long-term strategies to scale operations, optimize workflows, and integrate technological solutions into the claims process.
• Lead and manage a team of 2 to 4 claims directors to ensure performance metrics, best practices and KPIs set by the company are met or exceeded on a monthly and quarterly basis.
• Provide direction, leadership and training to the claims directors.
• Conduct weekly and monthly claim director meetings.
• Complete quarterly and annual reviews/evaluations for claims directors.
• Litigation Management: Selects, directs, and evaluates defense counsel, overseeing legal strategy, budgets, and settlement negotiations.
• Coverage Analysis: Interprets intricate policy language, analyzes facts surrounding claims, and drafts coverage positions or rebuttals.
• Provide necessary direction and oversight to claims staff regarding coverage, investigations and evaluations on all claim files within the units.
• Provide direction and oversight regarding claim resolution strategies.
• Manage total losses, salvage and subrogation claims pursuant to established company procedures and processes.
• Provide reserve and settlement authority to the claims directors pursuant to the company’s established guidelines or procedures.
• Reserving & Financials: Sets and adjusts financial reserves for significant losses, ensuring appropriate reserving discipline.
• Talent Development: Manages, mentors, and develops teams of claims managers, supervisors and adjusters, conducting performance reviews and coaching.
• Manage employees in the claim organization. Carry out supervisory responsibilities in accordance with the company’s policies and applicable laws. Responsibilities will include interviewing, hiring and training employees; planning, assigning and directing work; appraising performance; rewarding, mentoring and disciplining employees; addressing complaints and resolving problems.
• Process Optimization: Streamlines workflows, implements new technologies, and develops key metrics to monitor organizational efficiency.
• Compliance & Adjudication: Oversee claims processing and provider services to ensure alignment with state and federal regulations, legal statutes, and internal company guidelines.

• Maintain 100% compliance with company’s established SOX procedures and claim adjuster licensing.
• Maintain appropriate state adjuster licenses; and maintain annual required CE credits.
• Complete large loss reports, as required.
• Undertaking of general office administrative duties as required.
• Cross-Functional Collaboration: Partner with underwriting, legal, compliance, and IT departments to streamline workflows, resolve complex cases, and handle internal or external audits.
• Strong moral character and work ethic.
• Independent and self-starting.
• Strong verbal and written communication skills.
• Ability to show initiative, exhibit a “can do” attitude, and provide ideas while working within a team environment.
• Ability to successfully manage a high volume case load.
• Ability to effectively negotiate; and use stated adjuster authority efficiently.
• Ability to simplify, analyze and explain complex coverage and legal issues.
• Ability to be able to review processes and determine opportunities for improvement.
• The ability to manage time, meet deadlines and prioritize.

Qualifications:

Education: Bachelor’s degree preferred.

Experience: 7-10+ years of progressively responsible management experience within the insurance industry and/or training managing automobile liability claims.

Expertise: Deep knowledge of claims processing systems, insurance terminology, and contract interpretation.

Skills: Strong analytical aptitude, robust change management capabilities, and exceptional cross-departmental communication.

Hallmark Financial Services is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.