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This management position serves as an instrumental component of the day to day activities within the claims unit. Primary functions include coordinating, directing, and overseeing claims activities of a team(s). Key accountabilities include leadership, support, and coaching to ensure compliance of regulatory and statutory requirements, and technical and customer service Best Practices.
Job Duties
- Review claim files regularly for quality. Track and monitor all statistical measures and behavioral indicators to evaluate Claims Reps performance (e.g. file review, audits, reports and complaints).
- Coach and counsel employees on performance in a responsive and timely manner.
- Resolve a variety of customer service issues through communication and interaction. Implement effective ways (internal/external) to monitor and evaluate customer concerns, issues, satisfaction, and anticipate customer needs.
- Manage employee recruitment and development effectively. Identify and implement staff development and training needs to support an effective succession plan.
- Lead meetings in collaboration with unit management to communicate goals with direct reports and reinforce/monitor behavior that furthers technical and customer service performance expectations.
- Maintain knowledge of current industry developments and best practices.
- Participate in committees and projects that will support the organization's goals and objectives.
Qualifications
- Bachelors Equivalent combination of education and experience Preferred
- 4-6 years Automotive Claims handling Required
- 1-3 years Supervisory Preferred
- Advanced organizational, planning and delegation skills critical.
- Advanced oral and written communication skills necessary.
- Advanced interpersonal skills essential.
- Ability to effectively lead change required.
- Valid Driver's License, acceptable Department of Motor Vehicles record and minimum liability insurance - Issued by State Required
- Chartered Property Casualty Underwriter - Insurance Institute of America Preferred
Scope
- Work is accomplished without considerable direction. Exercises judgment in selecting methods, techniques, and evaluation criteria in obtaining results. Exerts significant latitude in determining objectives of assignment. Takes calculated risks with consultation from the expert.
- Works on complex issues where analysis of situations or data requires in-depth evaluation of variable factors. Constructs and may pursue alternative paths towards a solution. Exercises judgment in selecting method, techniques and evaluation criteria for obtaining results consistent with broadly defined policies and practices. Problem/Task resolution timeframe: Inclusive of shorter timeframes, but typically six to twelve months or more to resolve.
- Functions independently within broad scope of established departmental policies/practices; generally refers specific problems to supervisor only where clarification of departmental operating policies/procedures may be required.
- This position manages/supervises people 6-20 1-10
- Erroneous decisions or recommendations would normally result in the inability to reach crucial organizational objectives and may have prolonged effect, as well as result in the expenditure of substantial resources.
- Represents the organization as the primary contact. Interacts with management and senior value-chain partners on matters requiring coordination across organizational lines. Achievement of objectives requires ability to influence others both internally and potentially externally.
Remarkable benefits:
•   Health coverage for medical, dental, vision
•   401(K) saving plan with company match AND Pension
•   Tuition assistance
•   PTO for community volunteer programs
•   Wellness program
•   Employee discounts (membership, insurance, travel, entertainment, services and more!)
"Through dedicated employees we proudly deliver legendary service and beneficial products that provide members peace of mind and value.”
AAA is an Equal Opportunity Employer
