Job Title: Commercial F/R Claim Field Manager
Job ID: 04500
Division: Claims Operations
Work Location(s): United States-Wisconsin-Field Location
Other Location(s)
: United States-Illinois-Field Location
Full/Part Time: Full-Time
Position Details
Position will work out of their home office. Exact location of the position is flexible, however, ideal candidate should reside in Madison/Milwaukee to Southern WI or Northeast IL (including Chicago) area.
External candidates must have Commercial/Property claim handling experience, along with management/leadership experience.
Position Objective
The Commercial Farm/Ranch Claim Field Manager is a first line management position responsible for providing the leadership and management direction of a Commercial Farm/Ranch Field Claim Team and achieving desired company results. The Commercial Farm/ Ranch Field Claim Team will handle moderate to highly complex claims that require on-site inspection. Facilitates continuous development of people, processes, and culture to ensure customer service industry leadership. Partners with the sales force to provide seamless claim service. Directs conformity with the terms of each policy and in compliance with applicable laws, regulations, established standards, and procedures of the company. Establishes and maintains adequate reserves. Maintains effective relations with our customers, employees, agents, and the public.
Primary Accountabilities
- Management / Leadership for Operating Areas (20%)
- Manages direct reports consisting of remote field personnel, systems, and projects to achieve operational Commercial Farm/Ranch Claims and divisional goals. This is done in accordance with company policies and practices
- Provides leadership by exhibiting influence and expertise, thus affecting the results of the operating area.
- Performs administrative activities in a timely manner to effectively manage the operating areas including, but not limited to, budget preparation, report reporting, staff projections, and salary administration.
- Creates an effective work environment by developing a common vision, setting clear objectives, expecting teamwork, recognizing and rewarding outstanding performance, and maintaining open communications.
- Develops staff by coaching, providing performance feedback, providing effective performance reviews, and establishing developmental plans.
- Manages and coordinates risk management and relationship building activities on large commercial accounts. This includes but is not limited to claim follow-up, risk mitigation and needs analysis. Conducts agency or large account visits as necessary.
- Agency Relationship (20%)
- Establishes rapport with agents and builds on-going relationships by including agents in the claim handling process as appropriate.
- Partners with agency to provide seamless customer service. Jointly identifies opportunities for process improvements and establishes and implements action plans to address them
- Facilitates communication between customers, agents, vendors, third party administrators and other employees. Proactively provides agents with important claim related information; provides all parties with claim process and status as appropriate; answers questions or redirects to other areas.
- Explains and discusses any circumstances that may affect customer service with agency, vendors, third part administrators or other claim personnel. Includes agents in problem resolution as appropriate.
- Provides agents with claim handling information via phone conversations, office visits or presentations at district meetings
- Claim Operations (15%)
- Administers company procedures and policies. Prepares and provides necessary company reports. Coordinates with other Claim units for consistency. Accesses electronic policy and claim history information.
- Understands and administers company travel procedures and expense accounts.
- Serves as a member of a Catastrophe Management Team and assists in local office coordination.
- Records and maintains unit statistics with the aid of available computer programs. Is responsible for setting up and maintaining accurate property computerized estimating and replacement programs.
- Understands and applies Underwriting guidelines and oversees the completion of underwriting inspections.
- Interfaces with other departments. Participates and takes an active part in branch committees.
- Responsible for company vehicles assigned to the department including proper maintenance and security.
- Foresees issues that may require intervention. Develops and shares innovative and effective solutions for dealing with problems, situations, and conflicts.
- File Management (15%)
- Reviews files, guides, and provides feedback on moderately to highly complex claim file investigation with a focus on customer service, accuracy and timeliness. Ensures seamless file coordination with the activities initiated by the Customer Care Center. Acts as a reference source for adjusters.
- Supervises and directs claim files to resolution for files that exceed individual adjuster file authority. May seek additional authority from the Operations manager as appropriate
- Reviews written correspondence (as necessary) and makes sure attachments are included. Establishes and maintains accurate peril codes and reserves.
- Supports an environment of teaming where adjusters make decisions and close files within and outside of their assigned inventory.
- Monitors and controls workload for adjusters. Makes decision to move files to the field as needed. Assigns losses to and supervises independents as needed.
- Assigns and adjusts adjuster authority levels as appropriate. Identifies staffing needs to adjust files efficiently and effectively.
- Strategies Linked to the Division's Business Goals / Results (10%)
- Establishes, communicates, and implements departmental plans, objectives, and strategies.
- Participates as member of the management team.
- Maintains an active awareness of American Family's business environments, corporate culture, and structure to support key decision making
- Technical Expertise & Compliance (10%)
- Understands and keeps current with the changing internal and external insurance environment including changes in statutes, regulators, case law, technology, customer demands, and competitive forces in the insurance market.
- Oversees the establishment and maintenance of adequate and accurate reserves for claims within the operation. Understands the impact and importance of proper reserving on the company's financial standing.
- Understands and directs the use of the company on-line processing system, computerized estimating systems, personal computers, and applicable software (XACTIMATE, COPS, MITCHELL, COLOSSUS, ABEST, PHOENIX). Understands and utilizes company computer generated reports.
- Is responsible for compliance with Unfair Claims Practices Acts and ensures handling of claims in good faith. Adheres to Local and Corporate Guidelines, Company Claim Bulletins, and the Company Code of Ethics. Responds to inquiries and handles complaints from individuals or their representatives, insurance departments, Consumer Affairs, and other agencies.
- Training & Special Projects (10%)
- Identifies unit training needs and secures appropriate resources e.g. Education Division. Promotes training that supports the Claim Division focus of customer service, teaming and agency relationship building
- Observes and monitors adjusters during each phase of file handling. Provides feedback and mentoring on the technical aspects of a file, consistency with Claim processes and procedures, and customer and agency relationship building techniques
- Has working knowledge of and utilizes computer equipment and software.
- Researches policies and industry publications (PLRB, FC&S, etc.) for interpretation. Evaluates and establishes new claim procedures.
- Recognizes and directs Errors and Omissions investigations. Coordinates with Corporate Legal, when necessary
Job Competencies
- Achieve Results
- Be Accountable
- Lead Change
- Lead Corp Vision & Strategy
- Lead People
- Maximize Customer Experience
- Building a Successful Team
Specialized Knowledge and Skills Requirements
- Ability to work independently at a location removed from immediate supervision.
- Demonstrated ability to handle complex losses in situations that require tact, diplomacy, and persuasion under changing conditions.
- Demonstrated comprehensive knowledge of office and field claim handling processes.
- Knowledge of insurance/claim industry and regulatory environment.
- Successful experience in a claim administrator, specialist, examiner, or role with equivalent exhibited knowledge, skills and performance.
- Valid driver's license required plus an acceptable driving record.
Travel Requirements
- Must be willing to travel for Catastrophe duty if necessary.
- This position requires travel up to 50% of the time.
Physical Demands
- This position requires the ability to climb or balance between 1 and 33% of the time.
- This position requires the ability to work with distance vision (clear vision at 20 feet or more) for extended periods of time (applies to field position only).
- This position requires the ability to stoop, kneel, crouch or crawl between 1 and 33% of the time (applies to field position only).
- This position requires the ability to lift up to 50 pounds between 1 and 33% of the time (applies to field position only).
Company Information
We offer a comprehensive benefits package that includes health, life and dental insurance, a 401(K) plan, paid holidays, vacation and sick leave and the opportunity for career development. If you would like to put your career in motion apply online today!
A career move to join American Family Insurance may also mean a physical move for you. If you are selected for an interview, information will be provided on the level of relocation assistance available during the interview.
Offer to selected candidate will be made contingent on the results of background checks.
CB1
J2W:GIJ
J2W:LI
Please review the job requirements.
Job ID: 04500
Division: Claims Operations
Work Location(s): United States-Wisconsin-Field Location
Other Location(s)
: United States-Illinois-Field Location
Full/Part Time: Full-Time
Position Details
Position will work out of their home office. Exact location of the position is flexible, however, ideal candidate should reside in Madison/Milwaukee to Southern WI or Northeast IL (including Chicago) area.
External candidates must have Commercial/Property claim handling experience, along with management/leadership experience.
Position Objective
The Commercial Farm/Ranch Claim Field Manager is a first line management position responsible for providing the leadership and management direction of a Commercial Farm/Ranch Field Claim Team and achieving desired company results. The Commercial Farm/ Ranch Field Claim Team will handle moderate to highly complex claims that require on-site inspection. Facilitates continuous development of people, processes, and culture to ensure customer service industry leadership. Partners with the sales force to provide seamless claim service. Directs conformity with the terms of each policy and in compliance with applicable laws, regulations, established standards, and procedures of the company. Establishes and maintains adequate reserves. Maintains effective relations with our customers, employees, agents, and the public.
Primary Accountabilities
- Management / Leadership for Operating Areas (20%)
- Manages direct reports consisting of remote field personnel, systems, and projects to achieve operational Commercial Farm/Ranch Claims and divisional goals. This is done in accordance with company policies and practices
- Provides leadership by exhibiting influence and expertise, thus affecting the results of the operating area.
- Performs administrative activities in a timely manner to effectively manage the operating areas including, but not limited to, budget preparation, report reporting, staff projections, and salary administration.
- Creates an effective work environment by developing a common vision, setting clear objectives, expecting teamwork, recognizing and rewarding outstanding performance, and maintaining open communications.
- Develops staff by coaching, providing performance feedback, providing effective performance reviews, and establishing developmental plans.
- Manages and coordinates risk management and relationship building activities on large commercial accounts. This includes but is not limited to claim follow-up, risk mitigation and needs analysis. Conducts agency or large account visits as necessary.
- Agency Relationship (20%)
- Establishes rapport with agents and builds on-going relationships by including agents in the claim handling process as appropriate.
- Partners with agency to provide seamless customer service. Jointly identifies opportunities for process improvements and establishes and implements action plans to address them
- Facilitates communication between customers, agents, vendors, third party administrators and other employees. Proactively provides agents with important claim related information; provides all parties with claim process and status as appropriate; answers questions or redirects to other areas.
- Explains and discusses any circumstances that may affect customer service with agency, vendors, third part administrators or other claim personnel. Includes agents in problem resolution as appropriate.
- Provides agents with claim handling information via phone conversations, office visits or presentations at district meetings
- Claim Operations (15%)
- Administers company procedures and policies. Prepares and provides necessary company reports. Coordinates with other Claim units for consistency. Accesses electronic policy and claim history information.
- Understands and administers company travel procedures and expense accounts.
- Serves as a member of a Catastrophe Management Team and assists in local office coordination.
- Records and maintains unit statistics with the aid of available computer programs. Is responsible for setting up and maintaining accurate property computerized estimating and replacement programs.
- Understands and applies Underwriting guidelines and oversees the completion of underwriting inspections.
- Interfaces with other departments. Participates and takes an active part in branch committees.
- Responsible for company vehicles assigned to the department including proper maintenance and security.
- Foresees issues that may require intervention. Develops and shares innovative and effective solutions for dealing with problems, situations, and conflicts.
- File Management (15%)
- Reviews files, guides, and provides feedback on moderately to highly complex claim file investigation with a focus on customer service, accuracy and timeliness. Ensures seamless file coordination with the activities initiated by the Customer Care Center. Acts as a reference source for adjusters.
- Supervises and directs claim files to resolution for files that exceed individual adjuster file authority. May seek additional authority from the Operations manager as appropriate
- Reviews written correspondence (as necessary) and makes sure attachments are included. Establishes and maintains accurate peril codes and reserves.
- Supports an environment of teaming where adjusters make decisions and close files within and outside of their assigned inventory.
- Monitors and controls workload for adjusters. Makes decision to move files to the field as needed. Assigns losses to and supervises independents as needed.
- Assigns and adjusts adjuster authority levels as appropriate. Identifies staffing needs to adjust files efficiently and effectively.
- Strategies Linked to the Division's Business Goals / Results (10%)
- Establishes, communicates, and implements departmental plans, objectives, and strategies.
- Participates as member of the management team.
- Maintains an active awareness of American Family's business environments, corporate culture, and structure to support key decision making
- Technical Expertise & Compliance (10%)
- Understands and keeps current with the changing internal and external insurance environment including changes in statutes, regulators, case law, technology, customer demands, and competitive forces in the insurance market.
- Oversees the establishment and maintenance of adequate and accurate reserves for claims within the operation. Understands the impact and importance of proper reserving on the company's financial standing.
- Understands and directs the use of the company on-line processing system, computerized estimating systems, personal computers, and applicable software (XACTIMATE, COPS, MITCHELL, COLOSSUS, ABEST, PHOENIX). Understands and utilizes company computer generated reports.
- Is responsible for compliance with Unfair Claims Practices Acts and ensures handling of claims in good faith. Adheres to Local and Corporate Guidelines, Company Claim Bulletins, and the Company Code of Ethics. Responds to inquiries and handles complaints from individuals or their representatives, insurance departments, Consumer Affairs, and other agencies.
- Training & Special Projects (10%)
- Identifies unit training needs and secures appropriate resources e.g. Education Division. Promotes training that supports the Claim Division focus of customer service, teaming and agency relationship building
- Observes and monitors adjusters during each phase of file handling. Provides feedback and mentoring on the technical aspects of a file, consistency with Claim processes and procedures, and customer and agency relationship building techniques
- Has working knowledge of and utilizes computer equipment and software.
- Researches policies and industry publications (PLRB, FC&S, etc.) for interpretation. Evaluates and establishes new claim procedures.
- Recognizes and directs Errors and Omissions investigations. Coordinates with Corporate Legal, when necessary
Job Competencies
- Achieve Results
- Be Accountable
- Lead Change
- Lead Corp Vision & Strategy
- Lead People
- Maximize Customer Experience
- Building a Successful Team
Specialized Knowledge and Skills Requirements
- Ability to work independently at a location removed from immediate supervision.
- Demonstrated ability to handle complex losses in situations that require tact, diplomacy, and persuasion under changing conditions.
- Demonstrated comprehensive knowledge of office and field claim handling processes.
- Knowledge of insurance/claim industry and regulatory environment.
- Successful experience in a claim administrator, specialist, examiner, or role with equivalent exhibited knowledge, skills and performance.
- Valid driver's license required plus an acceptable driving record.
Travel Requirements
- Must be willing to travel for Catastrophe duty if necessary.
- This position requires travel up to 50% of the time.
Physical Demands
- This position requires the ability to climb or balance between 1 and 33% of the time.
- This position requires the ability to work with distance vision (clear vision at 20 feet or more) for extended periods of time (applies to field position only).
- This position requires the ability to stoop, kneel, crouch or crawl between 1 and 33% of the time (applies to field position only).
- This position requires the ability to lift up to 50 pounds between 1 and 33% of the time (applies to field position only).
Company Information
We offer a comprehensive benefits package that includes health, life and dental insurance, a 401(K) plan, paid holidays, vacation and sick leave and the opportunity for career development. If you would like to put your career in motion apply online today!
A career move to join American Family Insurance may also mean a physical move for you. If you are selected for an interview, information will be provided on the level of relocation assistance available during the interview.
Offer to selected candidate will be made contingent on the results of background checks.
CB1
J2W:GIJ
J2W:LI
Please review the job requirements.