Casualty Auto Claims Manager

Position Summary

The Casualty Auto Claims Manager is responsible for continuing to drive change and improvement in the Casualty Auto Team. This position will be responsible for the consistent delivery of high-quality claim handling and customer service from their team. The Casualty Auto Claims Manager will be leading and coaching a team of Casualty Claims Adjusters and an Auto Desk Appraiser to exceed in handling all aspects of Auto claim handling minus BI (Bodily Injury) claims. The Casualty Auto Claims Manager will also be a crucial member of the Claims Department management team driving change throughout the department and working with other departments throughout the company.

Primary Responsibilities

*Exceed customer service expectations on claims handling, including frequent communications.

*Continually coach, train and lead Casualty Adjusters on all aspects of auto claims handling, such as:

-Policy language interpreted and applied properly.

-Accurately assess liability for auto claims.

-Thorough and complete liability investigations

-Well-negotiated settlements.

-Claims are reserved timely and accurately.

-Claims are properly investigated for potential fraud.

-Claims are properly pursued for subrogation and/or contribution.

-Complex information (coverage, decisions, outcomes, etc.) conveyed well to all appropriate parties, maintaining a professional demeanor in all situations.

-Proper and timely written communications to insureds, claimants, attorneys, and agents, including Reservation of Rights and Denial letters.

*Supervise internal Auto Desk Appraiser for accurate auto estimates.

*Day-to-day operational tasks:

-Assign claims and balance workloads amongst adjusters.

-Properly utilize and manage CCC estimating and CCC Open Shop for quick and accurate evaluations of automobile damages.

-Routine Supervisor Diary Reviews – every 28 days on open files.

-Monitor rental inventory in ARMS on a weekly basis.

-Review all denial letters for approval.

-Review payment requests above adjuster authority and process for approval (within Supervisor authority).

-Handle disputes/complaints with policyholders; assist in draft responses for ODI complaints.

*Explore opportunities for process improvement and develop proposals for VP approval, then implement approved proposals.

*Leverage and analyze claim reports on operational performance to identify areas of improvement.

*Stay current on insurance topics, technologies, and trends.

*Conduct yearly performance review for each direct report.

*Part of the on-call rotation for after-hours’ emergency claims (2nd level)

*Other duties as assigned.

Minimum Qualifications

* A passion for change and desire to make their own mark on their team and the Claims Department.

* High desire to design and implement process improvement changes.

* Willingness to embrace technology and look for new tools/services to improve claims.

* Bachelor’s degree or equivalent insurance-related experience.

* Prior claims management experience required.

* 7 years of auto claims handling experience. Commercial claims’ knowledge a plus.

* Excellent conflict resolution skills, taking initiative to identify and act with minimal supervision.

* Willingness to take on difficult, complex tasks or projects without hesitation.

* Approaches their work as a leader with the intent to link feedback, requests, and work to a quantitative goal/objective.

* Ability to adjust their approach based on upon the environment, topic, or audience.

* Builds and fosters relationships grounded in trust, respect, and genuine interest in working toward fulfilling goals/objectives.

* Proactively shares information and knowledge with others, placing the value of their team’s success ahead of their own.

* Excellent customer service skills.

* Insurance designations a plus (AIC, ARM, CPCU, etc.).

* Strong writing skills - able to draft professional correspondence to attorneys and claimants.

* Able to problem solve through conducting research, using critical thinking, analytical and organizational skills.

* Strong PC skills including Microsoft Office.

* History of generating reports or data for analysis a plus.

* High level of organizational, reasoning and listening skills.

* Ability to manage time effectively and work independently with little supervision.

* Multi-task oriented as well as detail oriented.

* Ability to work in a team environment.

* Ability to create positive and collaborative working relationships.

* Excellent communication skills (written and verbal).

* Willing and able to travel, work after normal business hours and adjust schedule as may be required by * circumstances, including on-call rotation.

* Ability to stay positive and professional as workloads fluctuate.

* Reliable

Working conditions

This position may be performed at the company headquarters in a traditional office environment full-time, at employee’s remote office full time, or a hybrid schedule of part-time at the company headquarters and part-time at employee’s remote office. This role routinely uses standard office equipment such as computers, phones, printers, and filing cabinets.

Physical requirements

The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk or hear. This position will frequently be required to sit, stand, walk, stoop, kneel, crouch, use hand to finger, handle or feel, and reach with hands and arms. This position also requires the ability to lift 25 lbs. occasionally. Specific vision abilities required by this position include close vision, color vision, peripheral vision, and the ability to adjust focus. The noise level in the work environment is usually moderate.

Direct reports

Claims Auto Desk Appraiser, Casualty Claims Associate Adjuster, Casualty Claims Adjuster, Senior Casualty Claims Adjuster

Note

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employees for this job. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to health and safety to themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship. Duties, responsibilities, and activities may change at any time with or without notice.

Equal Employment Opportunity Statement

Wayne Mutual Insurance Company provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance
• Work from home

Experience level:

• 7 years

Schedule:

• 8 hour shift
• Monday to Friday

Application Question(s):

• What are your salary expectations?
• Do you live in Ohio?

Experience:

• Auto Claims: 7 years (Preferred)

License/Certification:

• Driver's License (Required)

Ability to Commute:

• Wooster, OH 44691 (Required)

Work Location: Hybrid remote in Wooster, OH 44691