Associate Claims Team Manager
Job Summary: The Associate Claims Team Manager supports the effective handling of commercial liability claims while assisting in the day-to-day leadership, development, and performance management of a team of claims professionals. This role balances hands-on technical expertise with people leadership to ensure timely, accurate, and compliant claim handling, exceptional customer service, and achievement of operational goals.
Major Accountabilities:
- Provide leadership and guidance to assigned claims staff to ensure the timely, accurate, and efficient handling of bodily injury and liability claims arising from commercial and trucking operations.
- Support and reinforce departmental claims handling standards, procedures, and best practices to ensure quality, consistency, and regulatory compliance.
- Provide daily technical support and direction to team members on claim handling, coverage interpretation, and resolution strategies.
- Monitor individual and team performance to ensure established quality standards, productivity goals, and service level expectations are met.
- Conduct regular file reviews and audits to ensure compliance with contact guidelines, accurate coverage evaluation, thorough file documentation, proper claim investigation, accurate reserving, and appropriate claim disposition in accordance with company guidelines.
- Review and approve claims payments and settlements exceeding individual authority levels, as assigned.
- Ensure all internal and external communications with policyholders, claimants, agents, attorneys, and vendors are professional, timely, and customer-focused.
- Participate in the management and reduction of claims expenses through proactive oversight, effective resolution strategies, and adherence to best practices.
- Provide coaching, mentoring, and constructive feedback to team members to support skill development, engagement, and retention.
- Conduct employee performance evaluations, goal setting, corrective action, and disciplinary processes, as appropriate for assigned reports.
- Support hiring, onboarding, and training of new team members, ensuring a smooth transition and strong foundational claims knowledge.
- Handle escalated customer concerns, agent inquiries, and Department of Insurance complaints in a professional and timely manner, escalating as necessary.
- Prepare and report on team performance metrics, activities, and results, including identifying solutions to performance gaps or operational challenges.
- Participation and engagement in Claims Department projects and initiatives.
- Perform other duties as assigned by management.
Qualifications:
Education/Training Requirements: Bachelor’s degree in Business Administration or a related field or commensurate experience preferred. CPCU or professional insurance designation preferred.
Required Experience/Specialized Skills: Minimum of five to seven years experience in automobile claim handling required. Commercial auto experience is preferred. Minimum two years experience with the handling of bodily injury claims required. Minimum two years leadership/management experience required. Advanced understanding with insurance law, commercial auto policies and coverages, and legal principles and terminology as it relates to insurance operations required. Intermediate computer skills (word processing, spreadsheets, databases, Internet, e-mail) required.
Special Considerations:
Physical Requirements: Constant use of vision, hearing, and communication (oral and written in person and via telephone). Frequent concentration, standing, walking, handling, reaching, and grasping is required. There will be occasional bending, kneeling and lifting (up to 25 lbs.). Heavy use of computer and office equipment required.
Travel/Hours of Service: Occasional travel required. Periodic work outside of standard business hours or on weekends may be required.
