Overview
Founded in 1898, Mutual of Enumclaw is a people-first insurer rooted in community, recognized as Washington’s Best Company to Work For for the 13th consecutive year, and proudly serving individuals, families, farms, and businesses through local independent agents across the West.
The Director of Property Damage Claims reports to the Vice President of Claims and will provide direction and leadership for Homeowner’s Property Damage, Farmowner's Property Damage, Commercial Property Damage, and the Claims Response Center. Supports the delivery of Ethical, Responsiveness, Personal, and Efficient claim service. Responsible for evaluating operational opportunities to improve performance and managing the control of average loss costs and expenses.
Location:The successful candidate will work in a hybrid capacity between our Home Office in Enumclaw, WA, and remotely. Candidate must live within driving distance of our Home Office and have high-speed internet (internet speed test required).
Hiring Range: $164,892 - $182,295*
Salary Range: $164,892 - $204,061
*The hiring range represents Mutual of Enumclaw’s current hiring pay scale for this role. Mutual of Enumclaw reserves the right to modify or update this range any time. Exact compensation may vary based on skills and experience. Compensation is only one part of our entire total rewards package. To see some of the benefits and perks we offer, please click here.
Responsibilities
Supervisory Responsibilities:
- Administer talent management strategy.
- Recruit and select top talent for leadership roles.
- Administer timely performance evaluations focused on recognition and constructive development.
- Oversee workflow management.
- Create and administer the budget for Property Claims and the Claims Response Center.
- Ensure the claims team is engaged in mission, vision, and strategic imperatives.
- Manage succession, development, and mentorship plans.
Responsibilities:
- Support the delivery of Ethical, Responsiveness, Personal, and Efficient claim service.
- Responsible for developing strategy and best practices for the handling of all 1st and 3rd party property damage claims, including catastrophe response for all lines of business.
- Responsible for developing strategy for the effective and efficient operation of the Claims Response Center including FNOL, catastrophe response, and administrative support functions.
- Responsible for the Quality Assurance (QA) program for property claims and the Claims Response Center.
- Use data to evaluate trends, prepare reports, and present them to the Claims leadership and company executives.
- Responsible for ensuring compliance with all government and industry standards and regulations.
- Take action to achieve a continuous improvement culture within the department, using insights gained from analysis and QA to focus training efforts and organizational strategy.
- Lead the coordination of catastrophe response operations, including managing logistics, updating the catastrophe playbook, and overseeing catastrophe processes to ensure timely, efficient, and accurate claims resolution.
- Provides leadership to claims professionals.
- Maintain reserving practices within expected actuarial ranges and at all levels consistent with corporate philosophy and adequate for effective management of claim files.
- Ensure appropriate and timely reporting of serious or large losses to upper management as required.
- Conduct ongoing analysis of claims data to meet benchmarks and performance goals and provide informative analysis to all levels of management to improve results.
Qualifications
Required Skills/Abilities:
- Prioritize and delegate as needed.
- Function well in a fast-paced and potentially stressful environment.
- Excellent analytical and decision-making skills.
- Strong empathy for customers, agents, and associates.
- Excellent organization and time management skills.
- Coach and partner to improve performance.
- Create risk identification and mitigation systems and processes.
- Collaborate with business partners to solve business problems.
- Proficient with Microsoft Office Suite and claims handling software.
Education and Experience:
- Bachelor’s degree required. MBA or equivalent preferred.
- Claims designation preferred.
- Minimum 10+ years of claims experience handling auto, general liability claims, homeowners, and/or commercial claims.
- Proven record of transformational leadership and change management.
- Expertise in driving innovation and positioning the business for future success.
- 5+ years of Claims Leadership experience, including catastrophe response operations.
- Knowledge of call center operations and metrics.
- Proven ability to drive results, lead by example, and effectively coach and develop claims staff.
- Excellent written and oral communication skills.
- Demonstrated ability to work on and lead teams.
- Demonstrated analytical capabilities to include trend identification and root cause analysis.
Physical Requirements:
- Prolonged periods of sitting at a desk and working on a computer, including video conferencing.
- Less than 10% travel may be required.
- Ability to drive a vehicle.
