Job Description

General Description:

Our client is seeking a highly motivated Unit Manager – Claims to oversee a team of claim representatives managing both field and desk claims across multiple states and lines of business. The Unit Manager is responsible for granting authority, conducting audits, ensuring regulatory and policy compliance, and delivering high-quality claim outcomes. This role also involves strategic planning, performance management, and regular communication with senior leadership at the local and home office levels.

Essential Duties and Responsibilities:

• Attract, retain, and develop top talent within the claims team.
• Onboard and orient new staff within the claims department.
• Manage individual and team performance; coach and develop internal and external (independent adjuster) staff.
• Implement retention strategies and proactively address turnover.
• Oversee claim handling through execution of a strategic file management plan.
• Provide clear, written and verbal guidance to ensure efficient and accurate claim processing.
• Conduct regular file audits and quality reviews per best practice standards.
• Improve file quality and customer service through initiatives that manage claim costs and drive results.
• Use data and technology to inform decision-making and support business strategies.
• Lead process improvement initiatives to enhance resolution quality and cost effectiveness.
• Manage within budgetary limits by optimizing productivity, staffing levels, and loss adjustment expenses.
• Foster effective relationships with internal teams, partners, customers, and external stakeholders including agents and regulatory agencies.
• Participate in business meetings, agency visits, and represent the client in external engagements.
• Perform other duties as assigned.

Required Qualifications:

• Bachelor’s degree or equivalent professional experience.
• Minimum of 5 years of progressive experience in claims management; multi-state experience preferred.
• Strong understanding of all claim processes, including evaluation of large and complex losses.
• Collaborative mindset with vendor relationship management experience.
• Proficient in Microsoft Office (Word, Excel, PowerPoint).
• Strong analytical, negotiation, and decision-making skills.
• Excellent verbal and written communication skills at all organizational levels.
• Valid driver’s license and a satisfactory driving record.

Preferred Qualifications:

• Spanish language proficiency.
• AIC (Associate in Claims) designation.
• Other industry-recognized claims certifications.

Licenses and Certifications:

• Adjuster’s License (where applicable) required or must be obtained within 60 days of hire.
• Professional designations in claims are a plus.

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