Claims Manager

at  Acorn

The Claims Manager is a pivotal figure in the seamless orchestration of both field and desk claim operations. The Claims manager is responsible for day-to-day operation of multiple teams while also service as a strategic thought leader of the business units. This role requires a comprehensive understanding of property insurance policies, excellent analytical skills, and an ability to communicate effectively with team members, adjusters, policyholders, clients, agents/brokers, and stakeholders.
The Claims Manager must be heavily focused on the continuous development of team members at all levels throughout the organization and must demonstrate this mentality in their own lives. Since the Claims Manager will serve as the escalation point for internal and external issues, they must demonstrate the highest levels of customer service, open communication, critical thinking, and emotional intelligence to help reach the right resolution.
The role will partner and collaborate with internal staff and leaders, customers, carriers, contractors, and other partners in markets across the country.

MINIMUM QUALIFICATIONS:

• Bachelor’s degree (B. A.) or equivalent or equivalent combination of education and experience.
• Previous experience working for an insurance carrier, adjusting firm, or similar industry service required.
• Minimum of 5-7 years property claim management experience.
• Current Home State or Designated Home State Adjuster All Lines License.
• Proven team building and motivation skills.
• Great time management skills.
• Excellent customer service skills and the ability to establish strong relationships across the organization, and with external parties.
• Proficient at providing guidance, coaching, and training employees.
• Experience with XactAnalysis.
• Experience with Symbility a plus.
• Xactimate proficiency is required for this position (minimum 3 years).
• Excellent critical thinking & problem-solving skills with a strong attention to detail.
• Proficient in Microsoft Office-including Outlook, Word, and Excel.
• Ability to work efficiently and accurately under pressure.
• Great communications skills both written and verbal.
• Handle situations with a high level of professionalism
• Ability to obtain and maintain state adjuster licenses as required.

RESPONSIBILITIES

Provide daily leadership of the teams within the claims department.

• Regular review of KPI performance vs. targets; establishing and implementing action plans for any areas that are below target.
• Perform interviewing, hiring, termination, and performance management and the full life cycle of employment.
• Oversee the adjudication of claims, both in-field and review based, ensuring timely fair, and accurate resolution.
• Establish guidelines for claims processing, considering the unique demands of both field assessments and desk evaluations.
• Provide coaching, development and mentoring to direct reports, team and/or Independent Adjusters.
• Participating in recurring meetings various team leaders have within their groups to provide feedback and guidance to maximize impact.
• Evaluate the quality assurance reviews of the staff SLAs, procedures, and process guides; provide direction and feedback to staff, Directors, Vice President on strengths and areas for improvement.
• Continuously assess the effectiveness of field investigation and desk reviews, streamlining processes where necessary.
• Oversee the entire life cycle of claim process from initial contact to claim closure.
• Manage claim escalations for all accounts assigned and prevent further escalation and timely handling.
• Run reports and ensure cycle times are within required standards.
• Answer estimate and proper claim handling questions from staff and Field Adjusters.
• Participate in process improvement projects as needed.
• Facilitate audits that analysis both field and desk operations, ensuring transparency and adherence to carrier/client guidelines and industry standards.
• Manage the financial aspects of the claim department, allocating resources effectively between field operations and desk processes.
• Analyze claim data to anticipate future liabilities, preparing for both immediate and long-term financial implications.
• Capable of resolving escalations and service issues.
• Report to leadership on issues and resolutions.
• Other duties as assigned.