Job Description

The Claims Services Manager provides day to day claims administration assistance, customer service, dispute resolution, and general claims consultation services to all assigned captive clients.

ESSENTIAL EDUCATION AND EXPERIENCE: Bachelor’s Degree or equivalency in a related discipline and at least seven (7) years of experience in Casualty claims handling and/or claims customer service. Construction claims experience preferred.

SKILLS/COMPETENCIES REQUIREMENTS:

• Strong team attitude
• Works well independently and in a team environment
• Interpersonal skills
• Business acumen
• Excellent written and verbal communication skills
• Proficient in Microsoft Office, especially using Excel and Word, and other on-line computer systems
• Utilize PowerPoint to effectively communicate ideas
• Comfortable giving presentations to audiences of all sizes
• Organization, planning and prioritization skills
• Strong analytical, problem solving and judgment skills
• Strong customer service orientation
• Commitment to company values
• Willingness and ability to travel as required

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Monitor the claims handling on specific large, serious or sensitive (“hot”) claims
• Act as liaison between the client, the broker and claims administrator on any claim matter
• Work closely with captive members to help reduce reserves and expenses
• Use available claims data to identify claims service performance and captive claim trends
• Coordinate and participate in claim review meetings for all clients
• Partner with Risk Control to create successful and useful captive workshops
• Create and generate claims reports on an as needed or as requested basis
• New member onboarding to ensure understanding of the claims processes and claims team
• Analyze the service requirements of each individual captive member and work with the claims administrator to achieve compliance
• Participate in department initiatives and projects with a lead role when appropriate
• Provide service partner training when necessary

PRIORITIES: Customer service, Member, broker and service partner Relationships, Claims process improvement

TRAVEL: Required, both domestically and internationally for this position. This includes compliance with all of the requirements of the localities and destinations, as well as transportation carrier requirements.